Job Overview
Location
Canada
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • As the Customer Success Director or Manager at SalesCloser.ai, you will be instrumental in shaping and executing our customer success strategy, ensuring our partners not only adopt but thrive with our cutting-edge conversational AI platform. This pivotal role involves leading a dedicated Customer Success Team, fostering strong relationships across all internal departments, and ultimately driving the sustained success and growth of SalesCloser.ai. You will own the entire customer journey, from the crucial onboarding phase through to renewal, defining and implementing robust playbooks that cater to diverse customer segments including SMB, Mid-Market, and Enterprise clients. Your leadership will be key in establishing clear ownership and accountability at every touchpoint, guaranteeing a seamless and valuable experience for every partner.
- • A core aspect of your responsibility will be the meticulous definition and ownership of Key Performance Indicators (KPIs) that measure success across all Customer Success functions. This includes driving customer adoption, monitoring customer health scores, minimizing churn, maximizing Net Revenue Retention (NRR), and ensuring high renewal rates. You will establish a rigorous weekly and monthly operating cadence, conducting performance reviews to ensure the team is consistently meeting and exceeding targets. In partnership with RevOps, you will also be responsible for driving forecasting accuracy for both renewals and expansion opportunities, providing critical insights for business planning and growth.
- • This role demands strong leadership capabilities to build, mentor, and scale a high-performing Customer Success Team. You will be responsible for hiring, onboarding, and developing critical CS roles as the business expands. Your coaching and performance management skills will be essential in guiding CSMs, Support staff, and Solution Engineers, cultivating a culture of high accountability and unwavering customer-centricity. Your ability to inspire and lead will directly impact the team's effectiveness and their contribution to overall company objectives.
- • Retention, risk mitigation, and expansion are central to your remit. You will develop and implement a proactive churn prevention strategy, focusing on early identification of at-risk accounts and ensuring that every such account has a well-documented and actionable mitigation plan. You will collaborate closely with the Sales team to identify expansion readiness, determine optimal timing, and qualify opportunities, ensuring a smooth handoff and maximizing revenue potential. Furthermore, you will actively support renewal and expansion efforts by clearly articulating the value proposition of SalesCloser.ai and demonstrating its ongoing impact on our partners' businesses.
- • As a cross-functional leader, you will forge strong partnerships with the VP of Sales and RevOps to align on retention modeling, forecasting accuracy, and Go-To-Market (GTM) strategies. You will act as the crucial bridge between Customer Success and our Product, Engineering, and Support teams, ensuring that customer feedback loops are closed effectively and that insights are translated into product improvements and service enhancements. In essence, you will be the unwavering voice of the customer within the organization, advocating for their needs and ensuring their perspective informs our strategic decisions.
- • Operational excellence is paramount. You will own the CS tooling stack, including CRM, health scoring mechanisms, and reporting infrastructure, ensuring data hygiene and maximizing the utility of these systems. You will champion consistent documentation practices, meticulous note-taking, and the development of comprehensive account plans. Your focus on driving operational discipline will be key to eliminating reactive 'fire drills' and ensuring the team operates with efficiency and foresight. This role also encompasses other duties as assigned, reflecting the dynamic and evolving nature of our fast-paced environment.
- • The ideal candidate will possess a hands-on, customer-facing leadership style, deeply understanding the nuances of customer engagement and success. You will leverage your technical acumen and analytical skills to make data-driven decisions that foster continuous wins for our partners and the company. Your ability to thrive in a fast-paced environment, manage multiple priorities, and maintain strong organizational and administrative skills will be critical. A passion for helping partners and team members achieve their goals, coupled with strong recruitment, training, and negotiation skills, will set you apart. Fluent English communication, both written and spoken, is essential, with a second language being a valuable asset. You must be comfortable working independently and collaboratively within a diverse team, and be willing to engage in ongoing professional development to stay at the forefront of customer success practices.
🎯 Requirements
- • Minimum of 5 years of progressive leadership experience in Customer Success, Account Management, or Post-Sales functions.
- • Proven experience managing multi-functional Customer Success organizations, including CSMs, Support, and Solution Engineers.
- • Demonstrated track record of successfully improving customer retention rates and Net Revenue Retention (NRR).
- • Strong operational acumen with a proven ability to lead using KPIs and data-driven insights.
- • Hands-on, customer-facing leadership style with a passion for partner success.
- • Experience in SaaS or AI-driven platforms is highly preferred.
- • Experience building or scaling Customer Success teams within a growth-stage company is a significant advantage.
- • Familiarity with customer health scoring, renewal forecasting, and churn modeling methodologies.
- • Experience supporting enterprise or mid-market customer segments.
- • A degree or diploma that contributes to the organization is considered an asset.
- • Strong recruitment, training, leadership, and negotiation skills.
- • Detail-oriented, creative, and passionate about partner and team member goal achievement.
- • Ability to analyze data and information to make key decisions leading to continuous wins.
- • Ability to work both independently and collaboratively within a diverse team.
- • Technical, analytical, results-driven, and capable of multitasking in a fast-paced environment.
- • Organized, administratively strong, with solid writing, phone, and general communication skills.
- • Fluent in English (spoken and written).
🏖️ Benefits
- • Competitive compensation package based on experience and proven abilities.
- • Unbelievable product discounts for using our products for your own business.
- • A global workforce comprised of multi-cultural and talented colleagues.
- • Close-knit operational environment with amazing growth opportunities for personal and professional development.
- • Comprehensive training program and regular performance reviews to facilitate your success.
- • Great referral programs with incentives and bonuses.
Skills & Technologies
Onsite
About Wishpond Technologies Ltd.
Wishpond Technologies provides cloud-based marketing automation and lead-generation software for small and midsize businesses. Its platform unifies landing pages, pop-ups, forms, email drip campaigns, social promotions, referral programs, and marketing analytics in a no-code environment. Customers can build campaigns, segment leads, score prospects, and track ROI without developers. The company operates on a SaaS subscription model and serves e-commerce, agencies, franchises, and local businesses across North America and internationally.
