Manager, Startup Customer Success

About the role

This is a leadership opportunity for a seasoned customer success professional who will manage a team dedicated to helping startup customers achieve measurable outcomes. Based in Canada and operating in a remote‑first environment, you will shape the customer experience, drive operational efficiency, and influence strategic initiatives across the customer journey.

Key responsibilities

• Lead, mentor and develop a team of Customer Success Managers, providing coaching, feedback and career development.
• Oversee onboarding, enablement, adoption and retention programs for startup clients.
• Conduct quality‑assurance reviews, optimize processes and continuously improve success workflows.
• Partner with Support, Product, Operations and senior Customer Success leadership to align initiatives and enhance the overall customer experience.
• Design and scale programmatic success initiatives that balance automation with personalized engagement.
• Leverage performance metrics, customer insights and operational data to identify improvement opportunities and boost team effectiveness.
• Contribute to strategic planning for resourcing, tooling, engagement models and long‑term success strategies.

Required profile

• Proven experience managing or mentoring Customer Success professionals in a SaaS environment, preferably with startup or growth‑stage customers.
• Deep understanding of the customer lifecycle, including onboarding, adoption, retention and health monitoring.
• Track record of building and improving customer success programs, processes and operational frameworks in high‑growth settings.
• Strong analytical mindset with experience using data and metrics to drive decision‑making and continuous improvement.
• Excellent leadership, coaching and stakeholder‑management abilities.
• Proactive problem‑solving skills and strong organizational capabilities.

Required skills