Sr. Manager, Customer Success I Remote

Sr. Manager, Customer Success I Remote (Canada Based) Sr. Manager, Customer Success I Remote (Canada Based) Direct message the job poster from Get Levrg Building teams, empowering talent, and streamlining operations | MBA '25 Company Overview Get Levrg Inc. is a fast-growing, Canadian-incorporated sales and marketing agency built to eliminate low-value tasks so our customers can focus on high-impact growth. With a 100% recurring revenue model, we partner with small and medium-sized businesses (1–500 employees) across North America—primarily in SaaS and professional services—by serving as a true extension of their sales and marketing teams. Our delivery engine is powered by a high-performing team based in Dhaka, Bangladesh. Position Summary As Sr. Manager, Customer Success , you will lead our CSM team and own the client experience. Your mission, in partnership with the Account Management team, is to ensure day-to-day customer communication and delivery processes are turned into effective habits. You will develop success frameworks, coach your team, work cross-functionally with Sales, Account Management and Service Delivery, and act as a senior escalation point for daily customer communication. This role requires strong leadership, client empathy, and an ability to drive operational excellence. Key Responsibilities Team Leadership & Development Lead and manage a team of 5–8 CSMs, ensuring high team performance and engagement. Establish team KPIs and conduct regular performance reviews. Provide coaching, support, and professional development opportunities. Foster a high-performance, customer-first team culture. Customer Relationship Management Serve as executive sponsor for the Customer Success Manager (CSM) team. Support CSMs in managing daily customer communications, escalations, requests. Supporting CSMs in triangulating with Service Delivery to ensure customer requirements are fulfilled “on-time, on-budget”. Ensure proactive communication and relationship-building with all customer accounts, on a daily basis. Maintain a deep understanding of clients’ business goals, guiding teams to align deliverables accordingly. Operational Excellence Define and continuously improve Customer Success playbooks, processes, and QA standards. Partner with Project Managers to streamline execution and delivery timelines. Monitor team workload allocation, resource utilization, and process adherence. Cross-Functional Collaboration Collaborate with Sales to ensure smooth handoffs and expansion opportunities. Partner with Marketing to align messaging, feedback loops, and campaign execution. Lead regular syncs with leadership on client health, retention risks, and growth opportunities. Reporting & Strategy Report on communication workflows, customer requests, escalations, and work in partnership with Account Management KPIs (CSAT, retention, up-sell / cross-sell). Leverage insights from campaign data to improve client strategies and drive ROI. Identify patterns and propose solutions to reduce churn and expand client value. Requirements 5+ years in customer-facing roles, including at least 2 years leading teams. Proven experience in professional services, service delivery or SaaS (GTM, digital marketing, marketing operations, revenue operations). Working knowledge of GTM tools and workflows - CRM tools, analytics platforms, and campaign management software. Strong problem-solving skills, with an ownership mindset and a passion for coaching . Results-driven and entrepreneurial in approach. Ability to work remotely with occasional in-person meetings in Toronto. Compensation Base Salary : Up to 75,000 CAD annually (base) + OTE Incentives : Performance-based bonuses OTE: $100,000 CAD annually Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Get Levrg by 2x Get notified about new Manager of Customer Success jobs in Toronto, Ontario, Canada . ESG & CSR Social Impact Manager - Master's Level Internship Senior Product Manager - Partnerships, Segment Growth Marketing Oracle NetSuite Senior Functional Consultant We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr