Scaled Customer Success Manager

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

Join a customer-focused team dedicated to helping businesses maximize the value of a SaaS platform through a digital-first customer success strategy. As a Scaled Customer Success Manager, you will develop personalized, data-driven engagement strategies that strengthen product adoption, improve customer outcomes, and reduce churn. You will manage a high-volume customer portfolio, using analytics and digital communication to anticipate needs and deliver value at scale. Working closely with Customer Success, Product, Education, Adoption Services, and Renewals teams, you will help shape a seamless customer journey. This remote-first opportunity combines relationship building, analytical thinking, and creative problem-solving in a collaborative international environment. Your work will directly contribute to customer satisfaction, retention, and long-term business growth.

Accountabilities:

• Engage with customers to gather feedback, understand their needs, and provide guidance on product adoption.

• Develop standardized yet personalized customer communications triggered by timing, customer actions, or value-driven milestones to improve engagement and reduce churn.

• Collaborate with Customer Experience leaders, Product, and cross-functional teams to create effective digital communications and improve the overall customer journey.

• Monitor customer health, product usage, engagement trends, and key performance metrics to identify opportunities and anticipate customer behavior.

• Use customer health scores and product analytics to recommend targeted engagement strategies that improve adoption and customer outcomes.

• Partner with Adoption Services, Renewals, and Education teams to continuously refine the digital customer success journey.

• Work with Customer Enablement Managers to ensure a smooth transition from onboarding into ongoing customer engagement and nurturing.

• Use customer success tools such as Gainsight to build effective success plays, email templates, and meeting frameworks that streamline customer interactions.

• Deliver value-added services, including webinars, in-app guides, and other digital resources, to help customers achieve their goals and maximize return on investment.

• Contribute to customer retention, renewals, and account growth by delivering meaningful, scalable customer experiences.

Requirements:

• At least one year of experience in Customer Success, customer service, or customer marketing.

• Excellent written and verbal communication skills, with the ability to engage customers clearly and effectively.

• A naturally curious, customer-focused mindset and a desire to understand the underlying challenges customers are trying to solve.

• Strong organizational and project management skills, including the ability to manage competing priorities, meet deadlines, and keep stakeholders informed.

• Demonstrated ability to manage a high-volume book of business and maintain effective customer engagement at scale.

• Excellent relationship-building skills, with the ability to develop meaningful partnerships with customers and internal teams.

• Strong analytical skills and confidence using data to identify trends, evaluate customer engagement, and recommend appropriate strategies.

• Experience working with SaaS products is a strong advantage.

• A proactive, adaptable approach to problem-solving, continuous improvement, and cross-functional collaboration.

Benefits:

• Competitive compensation: Base salary ranging from CA$70,000 to CA$85,000 annually, depending on skills, experience, and role mastery.

• Additional rewards: Eligibility for a performance-based bonus and equity.

• Remote-first flexibility: Work remotely from eligible locations in British Columbia or Ontario, generally within a 300 km radius of Vancouver or Toronto.

• Flexible workspaces: Access to coworking options in downtown Toronto or central Vancouver.

• Health and wellness: Comprehensive health and wellness benefits available from your first day, supporting physical and mental well-being.

• Remote work support: A MacBook, monthly phone and internet subsidy, and a work-from-home budget to help establish your home office.

• Professional development: A dedicated professional mastery allowance, ongoing learning opportunities, regular one-on-one meetings, and continuous performance feedback.

• AI-enabled productivity: Access to Claude to experiment with AI, automate routine tasks, and develop tools that improve day-to-day work.

• Collaborative culture: Opportunities to connect with colleagues through company-wide town halls, Ask-Me-Anything sessions, celebrations, and remote team activities.

• Employee Resource Groups: Four groups offering opportunities for connection, learning, and engagement throughout the year.

• Inclusive workplace: A commitment to diversity, equity, inclusion, accessibility, and equal employment opportunities.

• Global collaboration: Work asynchronously with colleagues across North America, the UK, and India, with dedicated time for team coordination and focused work.