Senior Manager, Sales and Customer Success

Job not on LinkedIn

🕒 September 15

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 31%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aspire Software

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📋 Description

• Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability • Recruit, onboard, coach, and develop Account Managers and Customer Success professionals • Create scalable customer journeys and playbooks across onboarding, adoption, retention, renewal, and expansion • Improve Net Revenue Retention by reducing preventable churn and creating a consistent expansion motion • Establish forecasting and pipeline management for renewals, upsells, cross-sells, and customer revenue opportunities • Introduce a scalable operating model balancing high-touch strategic-customer engagement with 1-to-many SMB programs • Build visibility into customer health, revenue risk, and expansion potential • Design and document playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention • Establish customer health scoring, early-warning indicators, escalation paths, and cross-functional operating processes • Own performance against Net Revenue Retention, renewal, churn, and expansion targets • Build accurate weekly, monthly, and quarterly forecasts • Track lifecycle performance metrics and use product, engagement, commercial, and CRM data to identify risks and opportunities • Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps • Provide leadership with insights into performance, trends, risks, and opportunities

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, Sales, or a related commercial function • 2+ years of direct people management or team leadership experience • Demonstrated success hiring, onboarding, coaching, and developing customer-facing teams • Experience operating in a high-volume SMB and/or Mid-Market environment • Strong commercial instincts with experience managing renewals, expansion opportunities, contract negotiations, and revenue targets • Proven ability to build processes, playbooks, operating cadences, or functions rather than simply working within established ones • Strong understanding of Customer Success metrics including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health • Strong forecasting, pipeline management, and performance management capabilities • Experience using CRM and Customer Success platforms to improve visibility, automation, and team effectiveness • Comfort working with data and translating performance metrics into concrete actions • Ability to move between strategic planning and hands-on execution

🏖️ Benefits

• Competitive base+bonus compensation structure • Comprehensive health coverage, including dental and vision • Flexible time off policy

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