Manager, Startup Customer Success Full Time NEW

This is an exciting leadership opportunity for a customer success professional who thrives at the intersection of team development, operational excellence, and customer impact. In this role, you will guide a team focused on helping startup customers achieve meaningful outcomes through onboarding, enablement, and scalable success programs. Working in a fast-paced, remote-first environment, you will shape customer experience strategies, improve team performance, and drive operational efficiency across the customer journey. The position offers a balance of strategic influence and hands-on leadership, making it ideal for someone who enjoys building processes, coaching talent, and delivering measurable business results. You will collaborate closely with cross-functional stakeholders while helping create a customer-centric culture that supports long-term growth and retention.

Accountabilities

• Lead, mentor, and develop a team of Customer Success Managers, providing coaching, feedback, and career development support to foster a high-performing and customer-focused culture.
• Oversee onboarding, enablement, adoption, and retention initiatives for startup customers, ensuring consistent delivery of positive customer outcomes throughout the lifecycle.
• Support operational excellence through quality assurance reviews, process optimization, workflow management, and continuous improvement of customer success programs.
• Partner with cross-functional teams including Support, Product, Operations, and Customer Success leadership to enhance customer experiences and drive alignment across functions.
• Develop and scale programmatic customer success initiatives that balance automation, efficiency, and personalized customer engagement.
• Use performance metrics, customer insights, and operational data to inform decisions, identify opportunities for improvement, and optimize team effectiveness.
• Contribute to strategic planning related to resourcing, tooling, customer engagement models, and long-term customer success initiatives.

Requirements

• Proven experience managing, mentoring, or leading Customer Success professionals within a SaaS environment, preferably supporting startup or growth-stage customers.
• Strong understanding of the customer lifecycle, including onboarding, adoption, retention, customer health, and scalable success methodologies.
• Demonstrated success building and improving customer success programs, processes, and operational frameworks in high-growth environments.
• Experience using data, performance metrics, and customer insights to drive decision-making and continuous improvement initiatives.
• Excellent leadership, coaching, and stakeholder management skills with the ability to motivate teams and foster accountability.
• Strong organizational and problem-solving abilities, with a proactive mindset and comfort navigating ambiguity and change.
• Outstanding written and verbal communication skills, capable of collaborating effectively across multiple teams and levels of the organization.
• Experience with customer success technologies, CRM platforms, workflow tools, and remote team management is highly desirable.
• A builder mentality with a passion for process improvement, customer advocacy, and creating scalable solutions.

Benefits

• Competitive salary package with equity participation opportunities.
• Remote-first work environment with flexibility across Canada.
• Unlimited paid time off, with encouragement to take regular vacations.
• Generous stock option plan with an extended exercise window.
• Comprehensive health coverage for employees and eligible dependents.
• Fully paid family leave program.
• Monthly learning and professional development budget.
• Additional support for conferences, certifications, and career growth opportunities.
• Equipment, software, and home office budget to support productivity and comfort.
• Opportunity to work alongside a highly talented team focused on building exceptional customer experiences and products.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.