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Senior Manager - Customer Success

Maya HTT
Montreal, CAN
Full Time
Manager
Hybrid
1 weeks ago
Customer Success StrategyNet Revenue Retention (NRR)Customer SegmentationSalesforceCustomer Health ScoringQBRs
Free

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Customer Success StrategyNet Revenue Retention (NRR)Customer Segmentation
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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

  • 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 data sets for emerging themes/trends/usage patterns and collaborate with Marketing and Sales to implement real time solutions
  • 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
  • Establish performance metrics, coaching frameworks, and career paths
  • Drive a customer centric culture across the organization
  • Lead Gross Revenue Retention (GRR) performance and establish foundation to transition toward Net Revenue Retention (NRR)
  • Drive proactive renewal management and reduce churn risk

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
  • 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

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