Talent.com
Maya HTT
Senior Manager - Customer SuccessMaya HTT • Montreal, Canada
Senior Manager - Customer Success

Senior Manager - Customer Success

Maya HTT • Montreal, Canada
14 days ago
Job type
  • Permanent
Job description
Maya HTT is a world leading software developer and engineering solutions provider focused on CAE, CAD, CAM and PLM. A long-time partner of Siemens Digital Industries Software, Maya HTT collaborates in providing software, AI, and engineering services to help clients and partners worldwide boost performance, improve quality, drive down costs, and harness the value of their data.

We’re on a journey of growth and transformation - expanding our portfolio of services, products, and partnerships to deliver unified, market-driven solutions that make a measurable impact.

Role Summary:

The Senior Manager - Customer Success will be responsible for operating and leading Maya HTT’s Customer Success function, evolving it from a renewals-focused operation into a proactive, value-driven customer lifecycle organization measured on Net Revenue Retention (NRR). This role will have primary oversight of customer retention, satisfaction and expansion by developing structured engagement models, leading the Renewal Account Management team, and partnering closely with Sales, Operations, Pre-Sales, Marketing and Support.

Key Responsibilities:
Customer Success Strategy & Operating Model
  • Refine, implement and execute Maya HTT’s Customer Success strategy
  • Establish customer segmentation (high-touch, mid-touch, low-touch)
  • Design and operationalize the end-to-end customer lifecycle
  • Develop Customer Success playbooks (onboarding, adoption, retention, expansion)
  • Constantly analyze our data sets for emerging themes/trends/usage patterns and collaborate with Marketing and Sales to implement real time solutions against them
Team Leadership & Development
  • Lead and develop a growing team of Renewal Account Managers
  • Evolve the team into Customer Success Managers over time
  • Recruit experienced Industry CSMs into expansion roles at Maya HTT
  • Establish performance metrics, coaching frameworks, and career paths
  • Drive a customer-centric culture across the organization
Retention & Revenue Growth
  • Lead Gross Revenue Retention (GRR) performance and establish the foundation to transition toward Net Revenue Retention (NRR), incorporating expansion, upsell, and cross-sell motions.
  • Drive proactive renewal management and reduce churn risk
  • Identify and partner with Sales on expansion opportunities
  • Build a predictable renewal and expansion pipeline
Customer Engagement & Experience
  • Establish structured engagement models (QBRs, executive alignment, success planning)
  • Implement customer health scoring and risk identification
  • Ensure consistent and high-quality customer interactions across segments
Cross-Functional Alignment
  • Partner with:
    • Sales (handoffs, expansion strategy)
    • Services (delivery alignment, value realization)
    • Support (issue resolution, escalation management)
    • Sales Operations (systems, reporting, process optimization)
Systems, Data & Insights
  • Define Customer Success KPIs and dashboards
  • Leverage Salesforce and other tools to track:
    • Customer health
    • Renewal forecasts
    • Adoption and engagement metrics
  • Use data to drive decision-making and continuous improvement
Qualifications:
  • 7+ years of experience in Customer Success, Account Management, or related roles
  • Proven experience building or scaling a Customer Success function
  • Excellent communication skills in French and English (The position requires regular interaction with colleagues, suppliers and customers based outside of Quebec, nationally and internationally).
  • Strong understanding of SaaS, software, or services-based business models
  • Experience managing renewals, retention, and expansion revenue
  • Demonstrated leadership and team development capabilities
  • Strong cross-functional collaboration skills
  • Experience working with CRM systems (Salesforce preferred)
Why join Maya HTT?
  • Flex Working Hours and Hybrid Work. Office downtown Montreal, 2-minute walk from Atwater Metro.
  • Permanent Position and Competitive Base Salary.
  • 100% Employer-Paid Benefits starting from Day One: Medical, Dental, Vision, Life, Short/Long Term disability insurances.
  • Retirement Savings: Group RRSP / DPSP Plan with Employer Contributions open to join from Day One
  • Career Growth Opportunities: Our flexible career paths allow you to grow, and we like to promote internally.
  • Learning Opportunities: Learn from the best in the industry and develop your skills.
  • Generous Time-Off Policy: We promote a Healthy Work-Life Balance with a Flexible PTO Policy, Sick/Personal Days, and a Summer Flex Schedule.
  • Structured Onboarding Program: We’re invested in your success; you’ll have team members to support you and provide a wide range of assistance from Day One.
  • Join an award-winning company that is recognized worldwide as an industry leader.
Our Candidate Experience Flow: HR Screen - Virtual Interviews using Microsoft Teams - Job Offer

Maya HTT is an equal opportunity employer and committed to fostering diversity and inclusion in the workplace. Accommodations are available upon request for candidates taking part in all aspects of the hiring and selection process.
Create a job alert for this search

Senior Manager - Customer Success • Montreal, Canada

Similar jobs

Senior Enterprise Customer Success Manager

RewindMontreal (administrative region), QC, CA
Full-time

Lead enterprise customer initiatives as a Senior Success Manager.Focus on enhancing client interactions by delivering actionable insights and strategies that foster engagement and retention.This pi... Show more

 • Promoted

SaaS Customer Success Manager Role

VelixoMontreal, Montreal (administrative region), CA
Full-time

Enhance customer satisfaction as a Customer Success Manager.Lead clients through onboarding and renewal phases while leveraging data insights and partnership strategies in a fully remote role.You w... Show more

 • Promoted

Senior Enterprise Customer Success Leader

LoopioMontreal (administrative region), QC, CA
Full-time

A leading SaaS company is seeking an experienced Customer Success professional to manage accounts and cultivate strong relationships with enterprise clients.In this remote-first workplace, you'll c... Show more

 • Promoted

Customer Success Manager - Esusu

Esususaint-esprit, qc, ca
Full-time

Esusu: Building Credit Access for All.Your financial future shouldn't depend on your race, background, or zip code.Yet 45 million Americans remain \"credit invisible,\" while countless others face ... Show more

 • Promoted

Senior Manager of Customer Success

VantageMontreal (administrative region), QC, CA
Full-time

Manager of Customer Success & Product Quality (Remote).Location: Greater Toronto Area.Vantage is seeking a Senior Manager of Customer Success & Product Quality to own the integrity, reliability, an... Show more

 • Promoted

Senior Manager - Customer Success

Maya Heat Transfer TechnologiesMontreal (administrative region), QC, CA
Permanent

Maya HTT is a world leading software developer and engineering solutions provider focused on CAE, CAD, CAM and PLM.A long-time partner of Siemens Digital Industries Software, Maya HTT collaborates ... Show more

 • Promoted

Customer Success Manager

ServiceTitan, Inc.Montreal (administrative region), QC, CA
Full-time

As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction.You’ll be responsible for building strong relationships with our customers, under... Show more

 • Promoted

Customer Success Manager

Deck SoftwareMontreal (administrative region), QC, CA
Full-time

Deck is building the data infrastructure for the internet.We make scattered, login-protected data instantly accessible through clean APIs and integrations—empowering businesses to act fast and smar... Show more

 • Promoted • New!

Senior Customer Success Manager Role

Behavox Limited.Montreal (administrative region), QC, CA
Full-time

Join Behavox as a Senior Customer Success Manager and shape enterprise data strategies.Focus on customer satisfaction and revenue expansion in this global role.This position involves leading effort... Show more

 • Promoted

Senior Customer Success Manager

Dot ComplianceMontreal, Montreal (administrative region), CA
Full-time

Senior Customer Success Manager.Dot Compliance is a leading provider of cloud Quality and Compliance management solutions for the life science industry.Dot’s SaaS solutions are based on salesforce.... Show more

 • Promoted

Senior Client Success Manager Leading Microsoft Engagements

BDO CanadaMontreal (administrative region), QC, CA
Full-time

Lead client success initiatives as a Senior Client Success Manager focused on Microsoft Business Applications.Ensure exceptional delivery and governance across a variety of projects while creating ... Show more

 • Promoted

Customer Success Manager for Enterprise Clients

AvidMontreal (administrative region), QC, CA
Full-time

Enhance customer satisfaction as a Customer Success Manager focused on enterprise clients.Guide organizations through onboarding, drive adoption, and build strong relationships to ensure long-term ... Show more

 • Promoted

Senior Manager, Client Success Strategy

StackAdaptMontreal (administrative region), QC, CA
Full-time

Oversee and inspire a Client Success team dedicated to enhancing customer journeys and maximizing company impact through data-driven insights.This role prioritizes collaboration and innovation in a... Show more

 • Promoted

Manager, Customer Success

Practice BetterMontreal (administrative region), QC, CA
Full-time +1

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact.Founded by practitioners in 2016, we're now ... Show more

 • Promoted

Growth-Driven Customer Success Manager

Heylist Inc.Montreal, Montreal (administrative region), CA
Full-time

A digital marketing company in Montreal is seeking a passionate Customer Success Manager to ensure outstanding service and support for clients.The ideal candidate will help guide clients through th... Show more

 • Promoted

Senior Customer Success Manager Remote

Leap ToolsMontreal (administrative region), QC, CA
Remote
Full-time

Advance customer relations as a Senior Customer Success Manager at Leap Tools, focusing on Enterprise clientele.Enjoy a remote-first environment while driving retention and satisfaction.This positi... Show more

 • Promoted

Senior Space Customer Success Manager

Xiphos Systems CorporationMontreal, Montreal (administrative region), CA
Full-time

A leading technology firm located in Montreal is seeking a Customer Success Manager.This role involves building and maintaining customer relationships, ensuring exceptional service and value from o... Show more

 • Promoted

Customer Success Manager (CSM)

Vffice Inc.Montreal (administrative region), QC, CA
Full-time

VFFICE is a fast‑growing Microsoft Certified Partner based in Montreal, dedicated to empowering businesses through innovative Microsoft Cloud and Business solutions.Ranked #7 on Forbes Canada's Bes... Show more

 • Promoted

Expert Customer Success Manager Driving Engagement and Growth Strategies

MaintainXMontreal (administrative region), QC, CA
Full-time

Become a key player in driving customer satisfaction and account growth as a Customer Success Manager.Utilize your expertise to boost retention and product adoption with strategic account managemen... Show more

 • Promoted

Customer Success Manager

Chrono InnovationMontreal, Montreal (administrative region), CA
Full-time +1

Chrono Innovation is a fast-growing tech startup building.Using our clients’ development tools, it generates documentation, categorizes R&D hours, and continuously identifies eligible work.We also ... Show more