Who you are

- 10+ years in Customer Success, Account Management, or Consulting within B2B SaaS, Consulting, Technical Pre- or Post-Sales Engineering, Development, Solution Development or Product Management

- Proven track record managing multi-account portfolios and leading CS teams in a technical or cybersecurity environment

- Solid understanding of customer lifecycle management, risk mitigation, and value realization methodologies

- Demonstrated ability to translate business objectives into operational plans and measurable outcomes

- Bachelor’s degree in IT, Computer Science, or related discipline (required); advanced degree or equivalent experience preferred

- Preferred Attributes
- Strategic systems thinker who thrives on cross-functional alignment

- Exceptional communication and executive presentation skills

- Data-driven decision-maker with an eye for scalable process design

- Empathetic leader committed to developing people and uplifting team capability

What the job involves

- The Team Lead Customer Success Manager serves as the strategic bridge between account-level consultants and organizational leadership

- This role aligns multiple customer programs or business units under a unified framework that translates corporate objectives into actionable account strategies

- You’ll own overall portfolio performance, mentor Technical CSMs, and partnering & overseeing cross-functional optimization of the REs within your BoB

- Ensuring consistent execution of customer strategies that drive adoption, retention, and expansion

- Own regional ARR planning and attainment. Align capacity, resources,



and account plans to targets; run cadence reviews and intervene early to protect growth and retention

- Standardize EBR narratives, proof-of-value metrics, and portfolio KSOs to demonstrate business impact

- Establish and enforce portfolio-level risk playbooks. Chair recurring risk reviews, surface systemic patterns, and coordinate cross-functional mitigations

- Run regional Voice of Customer cadences. Aggregate requests into prioritized product asks, coordinate betas or lighthouse initiatives, and close feedback loops with customers and Product teams

- Reviews standards across accounts. Ensure reusable, secure performance patterns that accelerate time-to-value

- Set the enablement agenda for the team. Establish proficiency baselines, curate deep-dives with Product, and guarantee expert coverage for strategic engagements

- Operationalize security best practices and standardize network design reviews across the portfolio, driving adoption of scalable, resilient architectures

- Scale vertical frameworks and tailor strategies to regulatory or industry needs (OT, Healthcare, Public Sector, etc.)

- Own onboarding standards, playbooks, and operating rhythms. Measure adoption of best practices and continuously iterate for scale

- Model ethical decision-making and hold teams accountable to balanced customer and organizational outcomes

- Cultivate a learning culture. Run retros and experiments, build skills roadmaps, and institutionalize knowledge sharing to improve outcomes quarter over quarter

Benefits

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Senior Manager of Customer Success Management (Canada)
🏢 ServiceNow
📍 Canada