Manager I, Customer Success Manager

Role overview A Customer Success Manager I, Manager role leading a scaled Customer Success team covering the Canada Mid-Market segment within a Connected Operations Cloud platform serving physical-operations industries. The position owns hiring, coaching, and performance management for the team while continuously improving a digital-first scaled customer journey. It combines people leadership with hands-on program ownership, including defining digital plays across onboarding, adoption, renewal, and risk.

Responsibilities - Hire, onboard, and develop a high-performing team of CSMs and individual contributors covering the Canada Commercial and Mid-Market segment - Set clear expectations, goals, and KPIs such as net revenue retention, adoption rates, health scores, business review and implementation completion, and risk management - Run structured one-on-ones, pipeline reviews, and risk reviews while delivering consistent coaching and developmental feedback - Recognize and grow top talent, and address underperformance quickly and fairly - Manage capacity and account assignment across a high-volume book to balance workload and customer coverage - Own and continuously improve the Digital Scale customer journey for Canada - Define and execute digital plays covering onboarding sequences, adoption campaigns, renewal outreach, and health-score triggers in partnership with Marketing and other functions - Identify and implement process-improvement opportunities, including systems efficiency gains and greater use of data and automation - Lead from the front with a willingness to step into hands-on work alongside the team

Requirements - Demonstrated success hiring, developing, and managing Customer Success teams covering mid-market or commercial segments - Track record of running structured coaching rhythms and driving results against team KPIs and organizational OKRs - Experience owning digital or scaled customer success motions, including automation-driven onboarding and adoption plays - Strong process-improvement mindset with comfort leaning into data to drive efficiency - Ability to balance leadership responsibilities with hands-on contribution when needed

Benefits and work setup - Remote position open to candidates residing in Canada - Flexible working model with offices available for those who prefer in-person collaboration - Inclusive hiring with reasonable accommodations available throughout the recruiting process - Benefits package referenced as including comprehensive health and parental leave plans and additional perks (specific details not enumerated in the source)