Senior Customer Success Manager

TL;DR

Senior Customer Success Manager: Building and operating a repeatable post-sale customer success operating model for an MSP with an accent on lifecycle governance, customer health indicators, and executive review cadence. Focus on designing systems and playbooks that turn service delivery into measurable long-term customer outcomes, including onboarding, adoption, renewal readiness, and structured escalations.

Company

Builds and delivers managed services with a mission-oriented cybersecurity focus.

What you will do

• Build the MSP customer success function: lifecycle stages, operating procedures, account governance, templates, and playbooks.
• Own strategic customer relationships post-sale and act as a trusted advisor to operational and executive stakeholders.
• Lead onboarding and time-to-value planning, including scope, responsibilities, milestones, and intended outcomes.
• Develop account-level success plans with objectives, adoption priorities, stakeholders, risks, and measurable success indicators.
• Run recurring customer reviews and executive business reviews focused on outcomes, adoption, risk posture, priorities, and future opportunities.
• Create a customer health model and manage churn risk with structured internal response plans and escalations.

Requirements

• 8+ years in customer success, account management, service delivery, consulting, or comparable post-sale leadership.
• Experience with complex B2B customers in managed services, cybersecurity, enterprise technology, or regulated environments.
• Demonstrated success building or maturing a customer success function and post-sale operating model.
• Strong executive presence and ability to run effective conversations with senior customer stakeholders.
• Comfort in recurring revenue environments where retention, renewal, and expansion are key outcomes.
• Eligibility for Government of Canada security clearance (Secret or higher); existing clearance highly valued.

Nice to have

• Bilingualism (English/French).
• Relevant MSP/MSSP and platform certifications (e.g., ConnectWise PSA/Automate, Microsoft Azure Administrator Associate, Azure Security Engineer Associate) tied to endpoint/RMM/service-management/security tools.
• Experience creating customer health scores, playbooks, QBR/EBR structures, and leadership dashboards.
• Experience in MSP/MSSP/cybersecurity/defense/government or other high-trust, high-accountability environments.

Culture & Benefits

• Hands-on builder role: build the function while operating it.
• Work shoulder-to-shoulder with marquee clients on programs and incidents with national and allied security impact.
• Competitive compensation with performance incentives and comprehensive benefits.
• Continuous learning budget and certification sponsorship.
• Flat, high-trust culture with direct access to senior IR and technical leaders.

Hiring process

• Interviews focused on customer success operating model design, executive stakeholder management, and escalation handling.
• Discussion of relevant MSP/MSSP tooling experience and security clearance eligibility.

Location: Ottawa, ON, Canada