Remote Customer Success Manager, Mid-Market

Customer Success Manager, Mid-Market & Enterprise

Salary: $80,000 - $100,000 
Department: Customer Success 
Reports To: Senior Manager, Customer Success 
Location: Thornhill, ON (Hybrid) 
Role Type: Permanent, Full-Time 
  

About Us: 

At WellnessLiving, we empower health and wellness business owners to turn their passion into thriving businesses. Our mission-critical software supports thousands of entrepreneurs and millions of clients worldwide on their wellness journeys. We’re a customer-first company that values excellence, accountability, and adaptability, and we’re looking for people who thrive in a fast-paced environment and want to make a meaningful impact in the wellness industry. 

Our culture is guided by four core values that shape how we work and grow together: 

Customer First – We approach every challenge with a deep commitment to our customers’ success and happiness. 

Excellence – We hold ourselves to a high standard and strive for exceptional execution in everything we do. 

Accountability – We take ownership of our decisions, actions, and results. 

Adaptability – We embrace change, stay flexible, and continuously evolve in a dynamic world. 

If these values resonate with you and you meet the qualifications for this role, we’d love to hear from you 

About the Role: 

We are looking for a strategic and proactive Mid-Market & Enterprise Customer Success Manager to own a portfolio of customers and help drive long-term adoption, retention, and growth.

In this role, you will act as a trusted advisor to your customers, developing a strong understanding of their business goals and helping them maximize the value of the WellnessLiving platform. You will proactively manage account health, identify risks and growth opportunities, lead renewal and expansion conversations, and build strong relationships with stakeholders at all levels.

You will also use customer data, AI-powered tools, and automation to prioritize your portfolio, scale engagement, and ensure customers receive consistent, high-value support without sacrificing relationship quality.

Responsibilities:

Strategic Customer Management

• Own the health and success of an assigned customer portfolio, proactively identifying risks, opportunities, priorities, and next steps.
• Build trusted relationships with customers and senior stakeholders by understanding their business goals and connecting WellnessLiving solutions to measurable outcomes.
• Drive product adoption and long-term value through strategic recommendations, business reviews, roadmap discussions, and outcome-focused engagement.
• Own complex customer escalations end-to-end, partnering cross-functionally to resolve issues and strengthen customer relationships.

Retention & Growth

• Own renewal conversations and defined Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets across your portfolio.
• Identify and pursue expansion opportunities based on customer needs, product usage, and demonstrated business value.
• Use customer health, usage, engagement, and feedback data to proactively identify churn risks and growth opportunities.
• Partner with customers to increase platform adoption, strengthen retention, and maximize the value they receive from WellnessLiving.

Scalable Portfolio Management

• Use AI, automation, customer health signals, and prioritization frameworks to efficiently manage your portfolio and ensure no customer is overlooked.
• Balance high-touch engagement for strategic accounts with scalable digital touchpoints and one-to-many programs where appropriate.
• Collaborate with Support, Product, Sales, Onboarding, and Engineering to improve customer outcomes and share meaningful customer insights.
• Maintain accurate and up-to-date account information in Zoho CRM to support strong internal visibility and coordination.

Skills & Qualifications:

• 5+ years of customer-facing experience, including at least 3 years in Customer Success, Account Management, or a retention-focused SaaS environment.
• Proven experience managing a diverse customer portfolio and prioritizing accounts based on customer needs, risk, value, and business impact.
• Demonstrated ownership of retention, renewals, and expansion outcomes, including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Strong business acumen with the ability to understand customer business models and conne