Customer Success Manager

🔥 0 minutes ago

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Teamwork.com

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Private Equity Round on 2021-07

Consulting • Logistics • Marketing

Teamwork. com is a software development company headquartered in Cork, Ireland, specializing in project management and productivity tools. The platform is designed to streamline operations and manage client projects profitably, catering to over 20,000 customers globally. The company was founded by a team with prior agency experience and currently employs more than 350 staff members.

📋 Description

• Own a named book of professional-services customers throughout their Teamwork.com lifecycle • Drive adoption, value realization, renewals, and expansion identification • Serve as the primary customer contact and manage customer health, renewal readiness, and risk identification • Run onboarding from start to finish with Professional Services, including data migration and technical setup • Lead strategic Executive Business Reviews demonstrating ROI and utilization data • Partner with Account Executives and Renewals managers to identify growth signals, mitigate churn, and unlock expansion revenue • Map agency business processes to resource management, budgeting, and time-tracking capabilities • Capture and communicate customer feedback, feature requests, and operational friction to Product and Engineering • Contribute to customer success playbooks, health-scoring models, and retention strategies • Maintain accurate customer notes, health signals, renewal context, forecasts, and next steps • Lead commercial renewal conversations, negotiate terms, and carry the renewal number

🎯 Requirements

• 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred) • Must be based in Ontario • Must have the legal right to work in Canada • Understanding of billable hours, project margins, and utilization rates • Exceptional ability to build trust quickly, navigate complex account politics, and lead value-driven presentations • Comfortable using customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms to build data-backed retention strategies • Proactive, action-oriented mindset in a fast-paced environment • Comfortable using AI in daily workflow and applying judgment to AI output • Ability to lead renewals commercially, negotiate terms, and manage retention outcomes

🏖️ Benefits

• Employee Share Options (ESOP) • Competitive salary & OTE (as applicable) • Up to 30 days vacation from day 1 • Pension (401K), Dental and Health Insurance benefit • Give Back and Mentoring program • Wellbeing programs • Educational resources and generous allowance to support development • Inclusive policies - maternity, paternity & parent leave • Flexible working • Recognition programs

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