Senior Customer Success Manager

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in Canada.** This role offers the opportunity to become a strategic partner for enterprise customers, helping organizations maximize the value of innovative SaaS solutions. You will manage key customer relationships, drive adoption, and influence long-term business outcomes through proactive success strategies. Working in a remote-first environment, you will collaborate with cross-functional teams to improve customer experiences and deliver measurable impact. The position combines executive relationship management, product adoption expertise, and commercial ownership. You will leverage AI-powered tools to optimize workflows while contributing insights that shape future customer success capabilities. This is an ideal opportunity for a customer-focused professional who thrives in dynamic environments and enjoys creating lasting value. ### Accountabilities The Senior Customer Success Manager will own the post-sale customer journey for a portfolio of enterprise accounts, ensuring customers achieve measurable outcomes and long-term success. The role requires strong relationship management, strategic thinking, and the ability to connect product capabilities with business goals. - Manage a portfolio of enterprise customers, acting as a trusted advisor and strategic partner throughout the customer lifecycle. - Lead executive-level conversations focused on planning, prioritization, adoption, and value realization. - Drive customer retention and growth by managing renewals, identifying expansion opportunities, and proactively addressing risks. - Use AI-assisted customer success tools to streamline operational tasks, improve account insights, and dedicate more time to strategic customer engagement. - Facilitate business reviews, success planning sessions, and outcome-focused discussions with customer stakeholders and decision-makers. - Support adoption initiatives by working closely with operational users, including project managers, program managers, agile teams, and system administrators. - Provide tailored best practices that help customers improve workflows, productivity, and resource management processes. - Maintain accurate customer records, success plans, usage insights, risk assessments, and business outcomes using customer success platforms. - Partner with Sales, Product, and other internal teams to deliver a seamless customer experience. - Identify customer success stories and contribute to case studies that showcase business impact and product value. ## **Requirements** The ideal candidate is an experienced customer success professional with a strong SaaS background, excellent communication skills, and a passion for helping enterprise customers achieve measurable results. You should be comfortable managing strategic relationships, influencing stakeholders, and working in a fast-changing technology environment. - 5+ years of experience in SaaS Customer Success, Account Management, or a similar customer-facing role managing enterprise clients. - Proven experience owning commercial outcomes, including renewals, retention, and customer growth initiatives. - Ability to translate product features into measurable business outcomes and lead value-driven conversations with executives. - Strong interest in AI-powered tools and a willingness to adopt new technologies that improve customer engagement and operational efficiency. - Experience with customer success platforms such as Gainsight, including success plans, outcome tracking, and risk management workflows, is a plus. - Excellent communication skills with the ability to engage senior executives, technical teams, and operational users. - Experience leading executive business reviews, strategic planning sessions, and renewal discussions. - Understanding of customer personas such as project managers, product managers,…