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CUSTOMER SUCCESS TEAM LEAD (Canada)

4 hours, 50 minutes ago
Canada
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
Wishpond

Wishpond

Wishpond is a provider of all-in-one marketing solutions, offering tools for creating landing pages, contests, email campaigns, and more. With a team of experts, they help businesses grow by providing comprehensive online marketing services. Based in V...

Internet Software & Services
251-1K
Founded 2009
View All Jobs 6

Description

  • Own customer onboarding, handoffs, and lifecycle playbooks from close through renewal.
  • Define customer engagement models by segment, including SMB, Mid-Market, and Enterprise.
  • Set, track, and report on customer success KPIs such as adoption, health, churn, NRR, and renewals.
  • Establish weekly and monthly operating rhythms, including performance reviews and forecasting.
  • Hire, onboard, coach, and scale customer success roles as the business grows.
  • Manage and support customer success, support, and solution engineering team performance.
  • Lead churn prevention efforts and ensure at-risk accounts have documented mitigation plans.
  • Partner with Sales on expansion readiness, timing, qualification, renewals, and value articulation.
  • Work closely with Product to close customer feedback loops and represent the voice of the customer internally.
  • Own customer success tooling, data hygiene, documentation, account plans, and operational discipline.

Requirements

  • 5+ years of experience leading Customer Success, Account Management, or other post-sales teams.
  • Experience managing multi-function customer success organizations, including CSMs, Support, and Solution Engineers.
  • Proven track record of improving retention and net revenue retention (NRR).
  • Strong operational leadership with a KPI-driven approach.
  • Hands-on, customer-facing leadership style.
  • Experience partnering closely with Sales and RevOps.
  • A degree or diploma is considered an asset.
  • Strong recruitment, training, leadership, and negotiation skills.
  • Ability to analyze data and make decisions that drive continuous improvement.
  • Fluent English, spoken and written; a second language is considered an asset.
  • Experience in SaaS or AI-driven platforms is preferred.
  • Experience building or scaling customer success teams in a growth-stage company is preferred.
  • Experience owning renewals and expansion motions is preferred.
  • Familiarity with health scoring, renewal forecasting, and churn modeling is preferred.
  • Experience supporting enterprise or mid-market customers is preferred.
  • Must be detail-oriented, creative, organized, administratively strong, and able to multitask in a fast-paced environment.
  • Must be able to work independently and collaboratively.
  • Must have solid writing, phone, and general communication skills.
  • Must be technical, analytical, and results-driven.

Benefits

  • Competitive compensation based on experience and proven abilities.
  • Comprehensive training program.
  • Regular performance reviews to support success and development.
  • Great referral programs with incentives and bonuses.
  • Unbelievable product discounts when using the company’s products for your own business.
  • Global workforce with multicultural and talented colleagues.
  • Close-knit operation with strong growth opportunities for personal development.

Interested in this position?

Apply directly on the company website

Apply Now

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