About MalleumMalleum is a cybersecurity company focused on complex security challenges, mission assurance, and work that matters. Our hiring brand and recent recruiting language consistently emphasize meaningful work, smart teammates, difficult problems, and a mission-driven environment rather than generic corporate messaging.

The Opportunity The Malleum MSP needs a Customer Success leader who can help customers realize the full value of our services while also helping the company build a disciplined post-sale operating model. This person will become the connective tissue between customers, service delivery, operations, and leadership.The OpportunityMalleum is building a managed services business for customers that operate in demanding, high-trust environments. We are looking for a Senior Customer Success Manager who can build the customer success function from the ground up and become the leader who defines how we onboard customers, drive adoption, measure value, manage risk, and support retention and growth across the MSP.

This is not a conventional account management role. It is a senior, hands‑on builder role for someone who can create structure where it does not yet exist, work credibly with executives and technical teams, and turn robust service delivery into long‑term customer outcomes.

The Senior Customer Success Manager owns the customer relationship after contract signature and is accountable for designing the systems, rhythm, and playbooks that make customer success repeatable. Customer success practice guidance commonly centers this role on onboarding, adoption, value realization, renewal readiness, and stakeholder alignment across the customer lifecycle.

At Malleum, that means building the function while also operating it.



The successful candidate will personally lead strategic customer engagements, create scalable processes, define health indicators, establish executive review cadence, and play a role in shaping how the MSP grows over time.

What you will do

Build Malleum's customer success function for the MSP, including lifecycle stages, operating procedures, account governance, templates, and playbooks

Own strategic customer relationships post‑sale and act as a trusted advisor to operational and executive stakeholders

Lead onboarding and time‑to‑value planning so customers clearly understand service scope, responsibilities, milestones, and intended outcomes

Develop account‑level success plans that capture customer objectives, adoption priorities, stakeholders, risks, and measurable success indicators

Run recurring customer reviews and executive business reviews focused on outcomes, service adoption, risk posture, priorities, and future opportunities, not just status reporting

Create a practical customer health model using service adoption, engagement, sentiment, support trends, and renewal risk signals

Identify churn risk early, coordinate internal response plans, and manage escalations with structure and urgency

Partner closely with technical delivery, security, operations, and commercial leaders to remove blockers and improve the customer journey





Support renewals and help uncover upsell or cross‑sell opportunities in a recurring‑services environment where retention and expansion matter

Recommend and help implement tooling, dashboards, and reporting that give leadership clear visibility into account health, customer outcomes, and growth risk

Help define the future shape of the customer success organization as the MSP scales

In this role, success will look like

A formal customer success function is in place for the MSP, with clear lifecycle stages, ownership, and operating cadence

Strategic customers have documented success plans, regular review rhythms, and visible progress against outcomes

Leadership has a clearer view of customer health, renewal risk, adoption trends, and expansion opportunities

Customer issues are surfaced earlier and handled more proactively

Malleum has a stronger foundation for retention, renewal, and long‑term account growth

What you bring

8+ years in customer success, account management, service delivery, consulting, or a comparable post‑sale leadership role

Significant experience working with complex B2B customers in managed services, cybersecurity, enterprise technology, or regulated environments

Demonstrated success building or maturing a customer success function, account discipline, or post‑sale operating model

Strong executive presence and the ability to run effective conversations with senior customer stakeholders

Experience working across sales, operations, and technical teams to drive customer outcomes

Comfort in recurring revenue environments where retention, renewal, and expansion are important busin

📌 Senior Customer Success Manager (Montreal)
🏢 Malleum
📍 Montreal