Manager of Customer Success (AI)

TL;DR

Manager of Customer Success (SaaS): Leading a high-performance team to reduce churn and drive growth within the small business customer base with an accent on retention strategies and KPI monitoring. Focus on implementing process improvements, facilitating expansion opportunities, and developing engagement strategies for at-risk customers.

Location: Hybrid based in Kitchener, Ontario, Canada

Salary: $102,400 - $129,400 CAD

Company

AI-native business communications platform unifying calling, messaging, and meetings powered by real-time AI.

What you will do

• Lead a high-performance Customer Success team focused on higher-touch engagement.
• Monitor KPIs and evaluate team performance to ensure operational standards are met.
• Analyze churn and down-sell reasons to implement and execute reduction plans.
• Drive retention activities and facilitate expansion opportunities with existing customers.
• Lead process improvements through the creation and execution of new customer engagement strategies.

Requirements

• Bachelor’s degree in a technology-related field.
• Proven experience working with SaaS or high-growth companies.
• Strong leadership record in collaboration, prioritization, and workload management.
• Proficiency with Salesforce, Gainsight, and Microsoft Office Suite.
• Must be based in or able to work from the Kitchener, Ontario office (Hybrid).
• Experience with telecommunication or SaaS providers is required.

Culture & Benefits

• Opportunity to work at the center of the AI transformation in business communications.
• Competitive base salary and comprehensive benefits package.
• Access to cutting-edge AI tools and robust training programs.
• Inclusive and vibrant office environment designed for collaboration.