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Manager, Customer Success

2 weeks, 6 days ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Cority

Cority

Cority provides advanced EHS software solutions that integrate compliance, safety, and ESG performance, utilizing applied AI to enhance decision-making and drive sustainable performance in environmental, health, and safety management.

Chemicals
251-1K
Founded 1985
View All Jobs 12

Description

  • Lead, coach, mentor, and develop a team of Customer Success Managers.
  • Run regular one-on-ones, performance reviews, and career development planning.
  • Build a high-performance, collaborative, and customer-centric team culture.
  • Ensure proactive, strategic, and high-quality customer engagement throughout the customer lifecycle.
  • Monitor team performance against KPIs, customer health metrics, and operational objectives.
  • Support onboarding and ongoing training for team members.
  • Drive customer retention, adoption, satisfaction, and long-term partnership success.
  • Act as a senior escalation point for customer concerns, risks, and complex issues.
  • Collaborate cross-functionally with Support, Product, Sales, and other internal teams to resolve issues and advocate for customers.

Requirements

  • Previous leadership experience managing or mentoring customer-facing teams, preferably in Customer Success, Account Management, or SaaS environments.
  • Demonstrated ability to lead, coach, and motivate high-performing teams.
  • Strong customer relationship management and conflict resolution skills.
  • Experience coaching team members through customer issues, escalations, and complex situations.
  • Proven ability to collaborate cross-functionally and drive resolution across multiple stakeholders.
  • Strong analytical, organizational, and problem-solving skills.
  • Excellent verbal and written communication skills.
  • Experience managing KPIs, customer health metrics, and operational performance.
  • Ability to thrive in a fast-paced, evolving environment while balancing strategic and operational priorities.

Benefits

  • Remote working environment with a one-time home office allowance.
  • Subsidized monthly internet allowance.
  • Competitive health benefits and dental plans.
  • Retirement savings plan, including RRSP and 401K options.
  • Annual fitness allowance.
  • Mental health support through Calm Premium and Talkspace access.
  • Access to Udemy, internal training programs, an annual training allowance, and certifications where applicable.
  • High Talent Programs for professional development.

Interested in this position?

Apply directly on the company website

Apply Now

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