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Manager, Customer Success Strategic Accounts

3 weeks ago
Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Employ

Employ

Employ, Inc. is a top provider of recruiting solutions, empowering organizations to hire top talent with industry-leading technologies and services.

Professional Services
1K-5K
Founded 2022
View All Jobs 8

Description

  • Lead, mentor, evaluate, and develop a team of Customer Success Managers.
  • Manage executive relationships and support renewal conversations for complex, high-risk, and high-value accounts.
  • Own the end-to-end renewal process, including forecasting, pricing uplift, negotiation, and escalation management.
  • Review account plans, adoption, risk indicators, renewal pipelines, and customer health with CSMs.
  • Develop segment strategies, account coverage models, resource plans, playbooks, and outcome-based success plans.
  • Partner with Sales, Finance, Deal Desk, Product, Marketing, and Support to drive retention, expansion, and customer satisfaction.
  • Monitor KPIs including GRR, NRR, churn, expansion, renewal rates, forecast accuracy, adoption, and NPS.
  • Own customer escalations and voice-of-customer programs, including NPS follow-up and detractor action plans.
  • Prepare performance reports for senior leadership and recommend capacity or headcount changes.
  • Identify skill gaps, deliver training, and ensure team enablement on products and roadmaps.

Requirements

  • Proven leadership experience in a high-growth, fast-paced SaaS environment.
  • At least 5 years of relevant Customer Success or Account Management experience, including 2 years in leadership.
  • Strong written and verbal communication skills with close attention to detail.
  • Ability to influence credibly across all organizational levels, including executive and C-level stakeholders.
  • Ability to manage complex customer relationships and high volumes of interactions while coaching a team.
  • Ability to learn and clearly communicate new technologies and their value propositions.
  • Assertive, positive, and effective approach to customer and team leadership.
  • Experience with renewal strategy, negotiation, forecasting, account planning, and expansion motions.
  • Experience using CRM or customer success platforms and call-review tools such as Gong.
  • Ability to work effectively in a dynamic, fast-paced environment.

Benefits

  • Remote-first work environment with flexible scheduling.
  • Paid time off.
  • Comprehensive employee benefits.
  • Career development opportunities.
  • Equal opportunity and E-Verify employer.

Interested in this position?

Apply directly on the company website

Apply Now

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