Customer Success Manager, Mid-Market in Canada Creek, Nova Scotia at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Mid-Market based in Canada.

As a Customer Success Manager, you will own relationships with a portfolio of mid-market customers and help them achieve meaningful, long-term value from their SaaS investment.
You will build trusted partnerships through proactive communication, strategic planning, and data-driven customer engagement.
The role combines relationship management with a strong analytical focus on adoption, retention, growth, and customer advocacy.
You will collaborate closely with Customer Enablement, Account Management, Product, Support, and Services teams to deliver a seamless customer experience.
By using customer health data and engagement insights, you will identify opportunities to strengthen adoption, mitigate churn, and drive positive outcomes.
You will also help turn successful customer experiences into stories, insights, and advocacy opportunities that influence the broader business.
This is an excellent opportunity for a relationship-oriented and highly organized professional to grow within a collaborative, remote-first SaaS environment.

• Build and maintain meaningful, trusted relationships with mid-market customers through proactive emails, phone conversations, virtual interactions, and in-person meetings when appropriate.
• Manage a portfolio of customer accounts and take ownership of their ongoing success, engagement, adoption, and retention.
• Partner with Customer Enablement teams to ensure a smooth transition from onboarding into the ongoing customer nurture phase.
• Develop customer success plans aligned with customer objectives, long-term goals, and established customer journeys.
• Create and execute strategies designed to increase product adoption, deepen customer engagement, and develop strong customer advocates.
• Monitor customer health, adoption, retention, growth, and advocacy metrics and take proactive action based on performance trends.
• Use customer health score data and other insights to identify risks, opportunities, and appropriate next steps for individual accounts.
• Collaborate with Account Management teams to identify growth opportunities, strengthen customer relationships, and reduce churn.
• Partner with Product teams to communicate customer feedback, insights, needs, and success stories that can inform product development.
• Work closely with Support and Services teams to ensure customers receive a consistent, connected, and high-quality experience.
• Develop and share customer success stories through case studies, blog content, internal communications, and other advocacy initiatives.
• Contribute to broader Customer Success initiatives and collaborate with the wider team to improve processes, programs, and customer outcomes.

• 1–2 years of experience in Customer Success, Account Management, or a similar customer-facing role.
• Experience working within a SaaS company is an advantage.
• Excellent written and verbal communication skills, with the ability to communicate confidently and effectively with customers and internal stakeholders.
• Strong relationship-building skills and a proven ability to cultivate meaningful, trusted partnerships with clients and colleagues.
• Highly analytical and comfortable using customer data, health scores, adoption metrics, and other performance indicators to guide decisions.
• Strong organizational and time-management skills, with the ability to manage multiple customer relationships, priorities, and deadlines effectively.
• Results-oriented mindset with the ability to set goals, develop action plans, and consistently follow through.
• Ability to identify customer challenges and proactively develop strategies that improve adoption, retention, and overall customer outcomes.
• Strong cross-functional collaboration skills and the ability to work effectively with Product, Support, Services, Enablement, and Account Management teams.
• Experience creating customer-facing content, case studies, proposals, or RFP responses is a strong advantage.
• Comfortable working independently in a remote-first environment while collaborating asynchronously with geographically distributed teams.
• Curious, proactive, adaptable, and motivated by continuous learning and professional development.

• Remote-first working environment with flexible collaboration across Canada and international teams.
• Flexible coworking options available in supported Canadian locations.
• Comprehensive health and wellness benefits available from day one.
• Professional development support through a dedicated professional mastery and learning allowance.
• Ongoing career development through regular manager feedback, one-on-one conversations, and structured performance discussions.
• Remote-work support including a company-provided MacBook, monthly phone and internet subsidy, and a work-from-home budget.
• Supportive remote culture with opportunities to connect through town halls, AMAs, team activities, and quarterly celebrations.
• Employee Resource Groups providing opportunities for connection, learning, and community throughout the year.
• Opportunity to work with a global team spanning North America, the UK, and India.
• Opportunity to make a meaningful impact within a growing SaaS environment.
• Inclusive and equitable workplace that values diverse perspectives, backgrounds, and career paths.
• Compensation and additional benefits are provided according to the applicable employment terms.