Manager, Customer Success – Strategic Accounts

Job not on LinkedIn

🕒 September 1

🇨🇦 Canada – Remote

💵 $98.8k - $123.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 6%

What it means: how likely this posting is sitting open without active hiring.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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Employ Humanity

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2017

💼 Consulting

📣 Marketing

👥 HR Tech

Consulting • Marketing • HR Tech

Employ Humanity is a leadership development and culture design firm founded by Bill Marklein that helps organizations build servant leadership, stronger workplace culture, and employer branding through keynote speaking, workshops, conferences, training programs (including Sunday Night Leadership®), team courses, and strategic retreats. The company organizes events like Leadership Day at Lambeau Field, offers speaking and corporate training services, and promotes workplace excellence and employee engagement to business audiences. Employ Humanity also maintains a large social audience and supports membership, nominations, and awards to celebrate leadership and great workplaces.

📋 Description

• Lead, mentor, and set performance expectations for a team of Customer Success Managers • Conduct evaluations and provide timely, constructive feedback • Foster collaboration, accountability, and continuous improvement • Recruit and hire talent and support onboarding • Run structured 1:1s reviewing escalations, OKR pacing, cancellation forecasting, and renewal pipeline • Review customer calls and coach on renewal discovery, negotiation, value/ROI framing, and objection handling • Run weekly team meetings and audit CRM/customer success platform data quality • Manage executive-level relationships across High Touch and Strategic Accounts • Lead or support complex, high-risk, and high-value renewal conversations • Own the end-to-end renewals process and drive forecast discipline • Partner with Sales and Finance/Deal Desk on renewal terms • Ensure outcome-based success plans and adoption playbooks • Maintain multi-threaded relationships and build second-layer relationships on key accounts • Own the voice-of-customer loop, including NPS follow-up and detractor action plans • Own escalations through resolution within SLA • Develop segment strategy, account coverage, territory design, and resource planning • Analyze book-of-business trends and develop playbooks for health, adoption, retention, and expansion • Collaborate with Sales, Product, Marketing, and Support leadership • Establish KPIs, dashboards, and reporting • Own segment-level GRR, NRR, churn, uplift, expansion, renewal, forecast, and retention outcomes • Prepare reports for senior management • Track team capacity and recommend headcount changes • Identify skill gaps and implement training/workshops • Ensure timely enablement completion and maintain product and roadmap expertise

🎯 Requirements

• Proven leadership experience in a high-growth, fast-paced SaaS environment • Minimum of 5 years of relevant experience in Customer Success or Account Management, including 2 years at the leadership level • Assertive, positive, and effective written and verbal communication • Strong attention to detail • Ability to influence credibly at all organizational levels, including executive and C-level • Ability to learn and articulate new technologies and value propositions quickly • Ability to thrive in a dynamic, fast-paced environment while managing a high volume of customer interactions and team coaching

🏖️ Benefits

• Flexible work scheduling • Paid time off • Comprehensive benefits package • Career development opportunities • Performance bonuses • Equity