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Manager, Customer Success

Moego Inc.

Job Overview

Location

CAD Remote

Job Type

Full-time

Full Job Description

📋 Description

• As the Manager, Customer Success at MoeGo, you will be instrumental in shaping the post-onboarding journey for our valued customers, ensuring they not only adopt our platform but also derive sustained, long-term value. This leadership role is pivotal in driving customer outcomes, fostering deep engagement, and ultimately contributing to the growth and retention of our user base.
• You will lead, mentor, and develop a high-performing team of Customer Success Managers (CSMs). Your primary focus will be on empowering your team to build strong, proactive relationships with customers, guiding them through their lifecycle with MoeGo and ensuring they achieve their business objectives.
• Your accountability extends to the overall customer success performance of your team. This encompasses critical metrics such as customer retention rates, minimizing churn, identifying and driving expansion opportunities, measuring customer satisfaction through Net Promoter Score (NPS), and monitoring product adoption across the customer base.
• You will be responsible for establishing clear expectations, defining success metrics, and implementing robust operating rhythms for your CSMs. This includes regular performance reviews, goal setting, and ensuring alignment with company objectives.
• A key aspect of your role will involve reviewing individual account plans, monitoring customer health signals, and proactively identifying potential risks. You will be prepared to step in and provide direct support for escalations, ensuring that critical customer issues are resolved swiftly and effectively.
• Collaboration is at the heart of this role. You will work in close partnership with our Sales, Onboarding, Support, and Product teams to create a seamless and integrated customer experience from the initial sale through to ongoing success and advocacy.
• You will drive the consistent execution of strategic success plays designed to maximize customer value. This includes initiatives focused on increasing product adoption, ensuring successful renewals, and identifying opportunities for account expansion.
• A crucial function will be to act as a conduit for customer insights. You will translate feedback, pain points, and emerging needs from customers into actionable intelligence for the Product team and other cross-functional partners, thereby influencing product development and strategic direction.
• You will play a key role in building and continuously refining our customer success playbooks, processes, and enablement resources for your team. This ensures that your CSMs are equipped with the best tools, strategies, and knowledge to succeed.
• As MoeGo continues to scale, you will be responsible for forecasting team capacity and coverage needs, ensuring that our customer success infrastructure can effectively support our growing customer base.
• Ultimately, your mission is to ensure that every MoeGo customer feels profoundly supported, genuinely heard, and confident in MoeGo as a strategic, long-term partner for their pet care business. You will foster an environment where customers feel empowered to grow and thrive.
• This role is ideal for a leader who thrives in a dynamic, mission-driven environment, passionate about empowering small business owners, particularly those in the pet care industry. You will be contributing to a company that is dedicated to simplifying the administrative burdens of pet entrepreneurs, allowing them to focus on what they do best – caring for pets and delighting pet parents.
• You will be a champion for our customers, advocating for their needs internally and ensuring their success is intrinsically linked to MoeGo's own growth and innovation. Your leadership will directly impact the perception and reality of customer value derived from our platform.
• By fostering a culture of proactive engagement and strategic partnership within your team, you will ensure that MoeGo is not just a software provider, but an indispensable ally in the success of pet care businesses across Canada.

🎯 Requirements

• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role.
• 2–4+ years of experience managing and developing Customer Success Managers.
• Strong understanding of SaaS retention, expansion, and customer health metrics.
• Proven ability to scale customer success motions while maintaining high-quality relationships.
• Excellent communication skills, especially in high-stakes renewal or escalated customer situations.
• Comfort operating cross-functionally with Sales, Product, Onboarding, and Support.
• Data-driven mindset with experience using metrics to manage performance and forecast risk.
• Ability to balance empathy for customers with clarity and accountability around outcomes.
• Experience in vertical SaaS or SMB-focused software (Nice to Have).
• Experience managing renewals and expansions in a recurring revenue model (Nice to Have).
• Familiarity with tools like Salesforce, Gainsight, ChurnZero, Totango, or similar platforms (Nice to Have).
• Experience scaling Customer Success teams in a high-growth environment (Nice to Have).

🏖️ Benefits

• Competitive compensation package including base salary and performance bonus.
• Flexible benefit plans for employees and their families at no cost to employees.
• 401(k) matching program.
• Opportunity to lead a team that directly impacts customer retention and growth.
• Influence how customers experience MoeGo over the long term.
• Partner closely with senior leadership across the business.
• Remote work flexibility within Canada.

Skills & Technologies

Remote

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Moego Inc.

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About Moego Inc.

Moego is a cloud-based practice management platform designed for pediatric healthcare providers. It offers scheduling, billing, charting, secure messaging, telehealth, and parent engagement tools in one HIPAA-compliant system. The software supports multi-location practices, automates administrative workflows, and integrates with labs, clearinghouses, and payment processors. Real-time dashboards track metrics, while mobile apps give families access to forms, visit summaries, and payment options. Founded in 2014 and headquartered in Los Angeles, Moego serves thousands of pediatric dentists, orthodontists, and pediatricians across the United States.

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