Use customer analytics and digital communication as a Scaled Customer Success Manager serving customers remotely across eligible Canadian locations. Strengthen SaaS adoption and engagement at scale.
This Scaled Customer Success Manager develops personalized, data-driven engagement strategies for a high-volume customer portfolio. The work focuses on product adoption, customer outcomes, retention, and churn reduction. You will collaborate with Customer Success, Product, Education, Adoption Services, and Renewals teams to improve the customer journey.
Key Responsibilities:
- Gather customer feedback and provide product adoption guidance
- Develop personalized communications triggered by customer actions
- Monitor health, usage, engagement trends, and performance metrics
- Build success plays and templates using Gainsight
- Deliver webinars, in-app guides, and digital resources
Requirements:
- At least one year in Customer Success, service, or marketing
- Excellent written and verbal communication skills
- Solid analytical, organizational, and project management skills
- Experience managing high-volume customer engagements at scale
- SaaS product experience is a strong advantage
Apply customer-focused communication, data analysis, and digital success strategies to improve adoption, retention, and measurable outcomes.