Sr. Customer Success Manager

About the role

Role responsibilities

• Build customer and C-level relationships to understand business goals and support retention, satisfaction, and return on investment.
• Translate technical concepts into actionable business outcomes as a trusted advisor.
• Develop proactive success plans and Strategic Business Reviews with goals, KPIs, and timelines.
• Coordinate Sales, Support, Engineering, and Product to resolve escalations and deliver customer success motions.
• Surface customer feedback, identify relevant products and features, and guide adoption.
• Manage renewal risk with internal partners, support successful renewals, and identify expansion opportunities.

Candidate qualifications

• At least 5 years of experience in customer success, account management, or consulting.
• Experience managing large, complex enterprise relationships; SaaS-based technical enterprise product experience is preferred.
• A track record of delivering and scaling strong customer experiences.
• Strong relationship management, emotional intelligence, and executive stakeholder development skills.
• Excellent presentation and communication skills for engaging C-level executives and aligning technical goals with business value.
• Strong listening, analytical, interpersonal, collaboration, technical, and problem-solving skills.
• Enterprise security tools experience is preferred.
• Willingness to travel up to 25%.

Compensation

• The annual on-target earnings range for candidates located in Canada is CAD 152,000–209,000.
• Compensation may include equity and bonus, where applicable, plus benefits.

Benefits

• Benefits may include health, dental, and vision insurance, RRSP matching, healthcare spending, telemedicine, and paid leave, subject to applicable plans and policies.