Senior Customer Success Manager 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 Senior Customer Success Manager based in Canada.

We are seeking a Senior Customer Success Manager to own and grow a portfolio of enterprise, mid-market, and commercial customers in a high-impact SaaS environment.
This role goes beyond account management, focusing on building strategic partnerships, driving customer value, and ensuring long-term retention.
You will act as a trusted advisor to executive stakeholders, helping customers maximize the value of innovative automation solutions.
The position requires a proactive mindset, strong business acumen, and the ability to identify risks and growth opportunities.
You will collaborate closely with Sales, Product, Engineering, Support, and Marketing teams to deliver exceptional customer outcomes.
This is an opportunity to shape customer success practices within a growing technology organization while making a measurable impact on customer businesses.

The Senior Customer Success Manager will be responsible for managing customer relationships, improving account health, supporting retention efforts, and creating opportunities for growth. This role requires ownership of customer outcomes, strategic communication, and the ability to coordinate cross-functional teams to deliver continuous value.

• Build and maintain trusted relationships with key customer stakeholders, including executive sponsors and business leaders.
• Own customer health, retention, and renewal outcomes across an assigned portfolio of accounts.
• Develop and maintain customer success plans aligned with business objectives and measurable outcomes.
• Proactively identify adoption challenges, customer risks, and opportunities for improvement before issues escalate.
• Lead structured business reviews that connect product usage, business impact, and ROI opportunities.
• Guide customers through product updates, platform changes, and evolving business needs with proactive communication.
• Identify expansion opportunities through usage insights and customer conversations, creating strong business cases for Sales teams to close.
• Represent the voice of the customer by sharing feedback, trends, and improvement opportunities with internal teams.
• Collaborate with Sales, Product, Engineering, Support, Professional Services, and Marketing to resolve customer needs and improve customer experience.
• Maintain accurate customer information using CRM, project management, and customer success tools.

The ideal candidate has proven experience managing customer relationships in SaaS or technology environments, with strong skills in retention, customer growth, stakeholder management, and cross-functional collaboration.

• Experience independently managing a portfolio of customers, including enterprise, mid-market, and commercial accounts.
• Proven ability to own customer retention and renewal outcomes.
• Experience building relationships with senior and executive-level stakeholders.
• Demonstrated ability to identify and mitigate churn risks proactively.
• Experience translating customer usage data and account insights into business-value narratives.
• Experience identifying expansion opportunities and partnering with Sales teams through the commercial process.
• Strong communication and collaboration skills, with the ability to influence teams without direct authority.
• Technical aptitude and ability to quickly learn new software platforms and explain solutions to non-technical audiences.
• Experience using CRM, customer success, project management, or data management tools.

Nice to have:

• Experience with customer success platforms such as Gainsight, Totango, or Catalyst.
• Experience supporting customers through platform migrations, automation adoption, or AI-driven technology implementations.
• Experience collaborating with Product and Engineering teams on customer feedback and roadmap discussions.
• Background working with Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software.
• Experience scaling proactive customer success processes within a growing SaaS organization.

• Remote work flexibility.
• Opportunity to work with innovative automation and SaaS technologies.
• High-impact role with direct influence on customer outcomes and business growth.
• Collaborative environment with global teams and cross-functional partnerships.
• Professional growth opportunities within a fast-growing technology organization.
• Inclusive workplace culture that values diverse perspectives and experiences.
• Opportunity to contribute to solutions that improve operational efficiency for businesses worldwide.