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.
This is a foundational role focused on designing and scaling customer success systems that drive adoption, retention, and long-term value across a large and diverse customer base. You will be responsible for building the programs, workflows, and lifecycle motions that support hundreds of accounts, helping them realize value more quickly and consistently. The role blends strategic program design with hands-on customer ownership, ensuring you stay closely connected to real customer challenges. You will operate in a fast-moving, high-autonomy environment where you are expected to build from scratch, iterate quickly, and directly influence outcomes. Collaboration across product, sales, and marketing teams will be essential as you shape scalable success strategies. This is a highly impactful position for someone who thrives in ambiguity, enjoys building systems, and wants full ownership of customer success programs.
Accountabilities:
Design and execute scalable lifecycle programs including onboarding journeys, adoption campaigns, engagement workflows, expansion signals, and win-back strategies.
Build and own structured retention playbooks to address churn risk, disengagement, and value gaps across the customer base.
Develop scalable customer engagement initiatives such as webinars, office hours, community programs, and educational content.
Measure program performance, analyze outcomes, and continuously iterate to improve retention and adoption metrics.
Own and optimize the customer success technology stack including Intercom, HubSpot, Zapier, LMS tools, and AI-driven workflows.
Manage a portfolio of at-risk accounts, executing save motions, identifying value gaps, and driving renewal and expansion outcomes.
Collaborate closely with Product, Marketing, Sales, and Solutions teams to improve lifecycle signals, handoffs, and customer experiences.
Translate customer insights into scalable programs that improve overall portfolio performance and Net Dollar Retention.
Requirements:
Proven experience building and owning scalable customer success or lifecycle programs from the ground up.
Hands-on ownership of retention, renewal, or account management responsibilities with measurable business impact.
Experience using customer success or lifecycle tools such as Intercom, HubSpot, Zapier, or similar platforms.
Strong understanding of customer lifecycle management, including onboarding, activation, retention, and expansion strategies.
Ability to design and run customer-facing programs such as webinars, workshops, or live engagement sessions.
Strong analytical mindset with the ability to interpret customer signals and iterate based on data.
Comfortable working in a fast-paced, ambiguous environment with high autonomy and ownership.
Strong communication skills with the ability to collaborate across cross-functional teams.
Genuine customer curiosity and a strong focus on outcomes rather than process.
Experience working in SaaS or AI-driven environments is highly desirable.
Benefits:
Competitive base salary with additional commission opportunities.
Employee stock option program to share in company growth.
Fully remote-first work environment with global team collaboration.
28 days of paid vacation plus additional health days and birthday leave.
Health and wellness benefits supporting physical and mental well-being.
Work-from-home budget to support your ideal setup.
Strong culture of ownership, autonomy, and rapid execution.
Regular in-person and virtual team events fostering global connection.
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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