Manager, Startup Customer Success

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

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.

• 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.