Sr. Manager, Customer Success I Remote (Canada Based)

Sr. Manager, Customer Success I Remote (Canada Based) Sr. Manager, Customer Success I Remote (Canada Based) Direct message the job poster from Get Levrg Building teams, empowering talent, and streamlining operations | MBA '25 Company Overview Get Levrg Inc. is a fast-growing, Canadian-incorporated sales and marketing agency built to eliminate low-value tasks so our customers can focus on high-impact growth. With a 100% recurring revenue model, we partner with small and medium-sized businesses (1–500 employees) across North America—primarily in SaaS and professional services—by serving as a true extension of their sales and marketing teams. Our delivery engine is powered by a high-performing team based in Dhaka, Bangladesh. Position Summary As Sr. Manager, Customer Success , you will lead our CSM team and own the client experience. Your mission, in partnership with the Account Management team, is to ensure day-to-day customer communication and delivery processes are turned into effective habits. You will develop success frameworks, coach your team, work cross-functionally with Sales, Account Management and Service Delivery, and act as a senior escalation point for daily customer communication. This role requires strong leadership, client empathy, and an ability to drive operational excellence. Key Responsibilities Team Leadership & Development • Lead and manage a team of 5–8 CSMs, ensuring high team performance and engagement. • Establish team KPIs and conduct regular performance reviews. • Provide coaching, support, and professional development opportunities. • Foster a high-performance, customer-first team culture. Customer Relationship Management • Serve as executive sponsor for the Customer Success Manager (CSM) team. • Support CSMs in managing daily customer communications, escalations, requests. • Supporting CSMs in triangulating with Service Delivery to ensure customer requirements are fulfilled “on-time, on-budget”. • Ensure proactive communication and relationship-building with all customer accounts, on a daily basis. • Maintain a deep understanding of clients’ business goals, guiding teams to align deliverables accordingly. Operational Excellence • Define and continuously improve Customer Success playbooks, processes, and QA standards. • Partner with Project Managers to streamline execution and delivery timelines. • Monitor team workload allocation, resource utilization, and process adherence. Cross-Functional Collaboration • Collaborate with Sales to ensure smooth handoffs and expansion opportunities. • Partner with Marketing to align messaging, feedback loops, and campaign execution. • Lead regular syncs with leadership on client health, retention risks, and growth opportunities. Reporting & Strategy • Report on communication workflows, customer requests, escalations, and work in partnership with Account Management KPIs (CSAT, retention, up-sell / cross-sell). • Leverage insights from campaign data to improve client strategies and drive ROI. • Identify patterns and propose solutions to reduce churn and expand client value. Requirements • 5+ years in customer-facing roles, including at least 2 years leading teams. • Proven experience in professional services, service delivery or SaaS (GTM, digital marketing, marketing operations, revenue operations). • Working knowledge of GTM tools and workflows - CRM tools, analytics platforms, and campaign management software. • Strong problem-solving skills, with an ownership mindset and a passion for coaching . • Results-driven and entrepreneurial in approach. • Ability to work remotely with occasional in-person meetings in Toronto. Compensation • Base Salary : Up to 75,000 CAD annually (base) + OTE • Incentives : Performance-based bonuses • OTE: $100,000 CAD annually Seniority level • Seniority level Mid-Senior level Employment type • Employment type Full-time • Industries Outsourcing and Offshoring Consulting Referrals increase your chances of interviewing at Get Levrg by 2x Get notified about new Manager of Customer Success jobs in Toronto, Ontario, Canada . ESG & CSR Social Impact Manager - Master's Level Internship Senior Product Manager - Partnerships, Segment Growth Marketing Oracle NetSuite Senior Functional Consultant We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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