Senior Manager, Customer Success

7 days ago

Remote Canada HighlightTA Full time
About the Opportunity

We're supporting a fast-scaling global tech company searching for a Senior Manager, Customer Success with a unique blend of leadership, operational design, and technical fluency. This role goes beyond people management—we're looking for a systems builder. Someone who has designed and implemented customer success infrastructure from scratch: CRM setup, automations, playbooks, processes, and performance frameworks.

You'll own strategy, lead a team, and directly manage high-value accounts. Your mandate is to scale revenue and retention through repeatable, data-driven success models — not just one-on-one relationship building, but relationship-building at scale.

What You'll Do

  • Build and lead a high-performing Customer Success team.

  • Design and implement CS systems: CRM, lifecycle playbooks, governance, automations, and customer health frameworks.

  • Drive revenue via renewals, upsell, and cross-sell across a strategic customer portfolio.

  • Deploy AI tools to surface insights, automate processes, and scale CS impact.

  • Own and analyze churn to drive proactive retention strategies.

  • Collaborate across Sales, Product, and Marketing to improve handoffs and enhance the customer journey.

  • Establish scalable communication practices (e.g., onboarding, product updates, campaigns).

Who You Are

  • Proven builder of end-to-end CS infrastructure — not just a user of existing systems.

  • Experienced in high-touch SaaS environments with complex customer needs.

  • Skilled in CRM implementation, automation strategy, and governance design.

  • Hands-on with AI tools that support CS automation, insights, and workflows.

  • Known for designing scalable processes that deepen customer relationships systematically.

  • Adept at leading global teams and driving results through both strategy and execution.

How We Hire

We use AI tools to support our recruitment process, including helping us organize applications and identify early matches based on role criteria. That said, every rejection decision is made by a human. We encourage candidates to apply authentically and avoid relying solely on AI-generated responses, especially during interviews.

About Highlight TA

This confidential opportunity is presented by Highlight TA, your on-demand talent team. We make hiring easy with flexible, on-demand talent solutions. We partner with startups and scale-ups to embed talent partners, lead recruitment projects, and manage full talent functions. Our data-driven approach ensures fast hiring and access to top-tier talent, while flexible terms help you save time and reduce costs.

Connect with us and learn more:
HighlightTA on LinkedIn

  • Senior Customer Success Manager

    1 week ago

    Remote, Canada Mappedin Full time US$80,000 - US$120,000 per year

     Who we are and what we doMappedin is the leading indoor mapping platform transforming the way venues are experienced, managed, and understood. Built for scale and trusted by the world's biggest brands, our AI-powered tools make indoor mapping fast, flexible, and easy to integrate—powering indoor experiences at top destinations worldwide. With billions of...

  • Manager, Customer Success

    3 days ago

    Canada (Remote) hive Full time

    At Hive, we're all about creating moments that matter and helping event marketers connect with their biggest fans. Live events bring people together, and our industry-leading platform makes it easier than ever for promoters to build strong, lasting connections with their audiences. Our mission is simple: to help live events grow.The RoleHive is seeking a...

  • Senior Customer Success Manager

    2 weeks ago

    Kitchener, ON, Canada; Remote - Canada; Remote - National Capitol Region D2L Full time US$85,000 - US$130,000 per year

    This role will be working with our Canadian Federal Government clients. Preference will be given to candidates who have experience with the Federal Government & are located in the National Capitol region. Bilingualism (French) is required.General Description:As Customer Success Manager, you will be the primary owner of the business relationship with our...

  • Customer Success Manager

    1 week ago

    Remote - Canada Spellbook Full time $80,000 - $114,400 per year

    Spellbook is the most comprehensive AI copilot for transactional lawyers. It works directly inside Microsoft Word to help legal teams draft, review, and negotiate contracts up to 10x faster and with greater precision. Today, more than 4,000 law firms, in-house teams, and solo practitioners rely on Spellbook to simplify their workflows and eliminate the...

  • Senior Manager, Customer Success

    3 weeks ago

    , , Canada Twilio Full time

    At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote‑first work and strong culture of connection and global inclusion means that no...

  • Scaled Customer Success Manager

    7 days ago

    Remote, Canada Case IQ Full time

    Case IQ helps companies protect their employees, culture, and business through world-class software for uncovering, investigating, and preventing fraud, ethics, harassment, discrimination, and security incidents. We're proud to count a roster of Fortune 500 companies among our customers, which have relied on Case IQ for managing millions of cases over the...

  • Customer Success Manager

    4 days ago

    , , Canada Morson Edge (Technology) Full time

    Enterprise Customer Success Manager (Canada, Remote) International Customer Success Team Our Global SaaS client is seeking an experienced, Canada-based Customer Success professional to support their growing international business. As an Enterprise Customer Success Manager, you’ll manage a portfolio of global enterprise accounts, guiding customers through...

  • Senior Customer Success Manager

    4 days ago

    , , Canada Oracle Full time

    We are looking for a Senior Customer Success Manager to lead long‑term partnerships with our clients and drive adoption of Oracle Cloud solutions. The role focuses on ensuring client success, identifying upsell opportunities, and collaborating closely with cross‑functional teams. Responsibilities Act as the primary point of contact for assigned...

  • Senior Customer Success Manager, Knowledge

    6 days ago

    , , Canada Coveo Full time

    Senior Customer Success Manager, Knowledge Join to apply for the Senior Customer Success Manager, Knowledge role at Coveo As a Senior Customer Success Manager, you will collaborate with our customers, ensuring that our solutions and capabilities align with customers’ strategic business outcomes. You will embark on a mission to enhance customer engagement,...

  • Customer Success Manager

    1 week ago

    Remote, Canada Maximizer CRM Full time

    **About the Role**: At Maximizer, we strongly believe that the success of a company depends entirely on its people. We seek self-motivated team players who appreciate a performance-driven work environment rooted in creativity, professional development, integrity, and open communication. We’re looking for a relationship focused, data-oriented Customer...