Manager, Customer Success

Manager, Customer Success

Location: Toronto / New York / Remote

Experience Required: Minimum 5 years of customer success or account management experience, with 2+ years in a leadership role

About NetNow

NetNow is a fast-growing credit management platform helping suppliers modernize how they onboard, assess, and approve new customers. We eliminate paper credit applications, automate trade references, and deliver better data from banks and bureaus — all in one platform. We're looking for a Manager of Customer Success to lead our post-sales efforts, ensuring clients achieve their goals and stay deeply engaged with the platform.

What You'll Do

• Manage and grow the Customer Success team
• Define and drive customer onboarding, engagement, and retention strategies
• Serve as the escalation point for high-value accounts
• Establish clear KPIs and reporting for account health and renewals
• Collaborate with product and sales to close feedback loops and surface new opportunities
• Create and scale customer education and training resources

What We're Looking For

• 5+ years of experience in customer success, account management, or client services
• 2+ years managing or mentoring a customer-facing team
• Track record of driving retention and expansion in B2B SaaS
• Strong communication and client relationship skills
• Experience with onboarding enterprise customers
• Process-oriented and data-driven

Bonus Points If You Have

• Experience with Net Promoter Score and customer lifecycle metrics
• Familiarity with CRM and CSM tools like HubSpot or Gainsight
• Background in fintech, credit, or financial SaaS

What You'll Get

• Leadership role in a growing team
• Direct influence on customer experience and product roadmap
• Opportunity to shape processes and playbooks from the ground up
• Competitive salary and customer success incentives