Customer Success Manager, Growth

Job description

**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, Growth based in Canada.** As a Customer Success Manager, Growth, you’ll manage strategic relationships with mid-market customers and help them achieve meaningful business outcomes through effective product adoption. You’ll serve as a trusted advisor and primary point of contact, guiding customers through onboarding, enablement, and ongoing engagement. You’ll become deeply knowledgeable about the product and translate its capabilities into practical solutions for customer needs. As an early member of the customer success function, you’ll have an opportunity to shape processes, establish best practices, and influence how the team scales. You’ll work closely with product, sales, and support teams to represent the customer and help resolve challenges. The role sits within a fast-moving, technology-focused environment that values autonomy, high-quality work, and thoughtful collaboration. You’ll also contribute directly to customer satisfaction, retention, and long-term account growth. ### Accountabilities - Build and maintain strong relationships with key stakeholders across mid-market customer accounts, serving as the primary contact for questions, concerns, feedback, and ongoing needs. - Develop a deep understanding of the product and help customers translate its capabilities into measurable business outcomes. - Lead customer onboarding programs, ensuring new customers understand key features, workflows, and best practices from the outset. - Deliver ongoing customer enablement and training to strengthen product knowledge, engagement, and adoption. - Identify opportunities to expand product usage across customer organizations and drive deeper, more consistent adoption over time. - Monitor customer needs, satisfaction, and engagement to proactively identify risks and opportunities that may affect retention or growth. - Act as a strong customer advocate internally, ensuring customer feedback and needs are communicated effectively to relevant teams. - Collaborate with product, sales, and support teams to address customer challenges, improve experiences, and inform future product enhancements. - Contribute to the development of customer success processes, playbooks, and best practices as the function continues to grow. - Manage multiple customer priorities effectively while maintaining a high standard of responsiveness, organization, and service. ## Requirements - 3+ years of relevant experience in a technical, customer-facing role such as Customer Success, Account Management, Solutions Consulting, or a similar function. - Demonstrated experience working in SaaS and startup environments, with the adaptability and resilience required in fast-paced, evolving organizations. - Strong organizational and time-management skills, with the ability to manage multiple customer relationships and competing priorities effectively. - Excellent written and verbal communication skills, including the ability to explain complex technical or product concepts clearly to different audiences. - Strong relationship-building and consultative skills, with the ability to establish trust and become a strategic partner to customers. - Customer-centric mindset with a genuine interest in understanding customer needs and helping organizations achieve their goals. - Ability to work collaboratively across functions and influence internal teams on behalf of customers. - Experience partnering with product and engineering teams is preferred. - Familiarity with developer tools, technical products, or software development workflows is an advantage. - Comfortable working independently in a remote-first, asynchronous environment while maintaining strong collaboration and accountability. ## Benefits - Competitive salary and equity package. - Employee-friendly equity terms, including early exercise and extended exercise options. - Fully remote work with no daily commute. - Home office setup stipend. - Paid lunch and coffee during workdays. - Paid access to co-working space or an office desk. - Health, dental, and vision insurance for eligible employees in the US. - Five weeks of paid vacation. - Four months of paid parental leave. - Regular team events, offsites, and opportunities for in-person connection. - Flexible, remote-first work environment designed to support deep focus and work-life balance. - Opportunity to take on meaningful, challenging work and help shape customer success practices within a growing technology organization.