Transform customer success globally with Project ECHO, automation, and AI in a full-time remote position based in Ontario.
As Senior Manager, Customer Success, you will lead Alumier Labs’ existing Customer Service organization through a global transformation. Shape the operating model, processes, technology, and team capabilities while partnering with Sales and Marketing. Help qualified customers engage, reorder, and grow their businesses.
Key Responsibilities:
- Lead Project ECHO from design through implementation
- Assess processes, workload, and technology for improvement
- Define future workflows, service standards, and escalation paths
- Lead change management across teams and markets
- Apply automation, self-service, and AI-enabled processes
Requirements:
- Progressive experience leading customer-facing teams
- Experience transforming customer functions or capabilities
- Strong commercial understanding of retention and ordering behaviour
- Cross-functional project and organizational change experience
- Strong analytical skills with KPI reporting experience
Lead Alumier Labs’ customer success transformation through Project ECHO, automation, analytics, and cross-functional commercial partnership.