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

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