About Schema App

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.

We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

Visit Schema App at www.schemaapp.com or on LinkedIn.

We are hiring a Manager, Customer Success to lead and develop a high-performing Customer Success team that helps Enterprise customers realize measurable value, build strategic partnerships, renew with confidence, and expand their adoption of Schema App.

About The Role

The Manager, Customer Success leads, coaches, and develops a team of Customer Success Managers to deliver exceptional customer outcomes, build strategic relationships, and drive retention and growth.

You will establish transparent processes, performance expectations, and accountability to ensure consistent execution across the customer base.



You will oversee customer health, adoption, renewal readiness, expansion opportunities, and revenue forecasting, proactively addressing risks and coaching the team to success.

You will own the team's execution of renewals and expansion opportunities, ensuring Customer Success operates as a revenue-responsible function while maintaining strong customer partnerships. You will collaborate closely with Customer Delivery, Sales, Product, and Engineering to deliver a seamless customer experience and support Schema App's growth.

Reporting to the Director, Customer Success & Delivery, you are an experienced SaaS people leader who combines strong coaching skills, commercial acumen, and operational discipline to drive team performance and customer success.

Functional Accountabilities

Lead, Coach, and Develop a High-Performing Customer Success Team

- Hire, onboard, coach, and develop CSMs who take ownership of customer and commercial outcomes.
- Set clear goals and scorecards, provide regular feedback, address performance gaps, and conduct quarterly talent and coaching reviews.
- Partner with the Director to translate company priorities into team plans, deliver quarterly initiatives, and build future leadership capability while modelling Schema App’s values.





Drive Customer Retention and Expansion

- Own team performance against retention, renewal, and expansion goals.
- Coach CSMs on early renewal planning, value-based business cases, qualified growth opportunities, and commercial conversations.
- Maintain accurate forecasts, clear close plans, and early visibility into risk.
- Review pricing and negotiation strategies with the Director and RevOps, ensuring commercial decisions protect customer trust and company goals.

Deliver Measurable Value and Strategic Enterprise Relationships

- Ensure customers have clear success plans, adoption goals, and credible evidence of progress.
- Improve Business Reviews and proactive recommendations so customers understand results and next steps.
- Coach CSMs to build relationships across technical, program, economic-buyer, and executive stakeholders.
- Personally support priority accounts, executive alignment, transitions, and escalations where leadership involvement improves outcomes.

Build Scalable Operations and Cross-Functional Partnerships

- Establish consistent account standards, current customer records, and operating rhythms that surface risk and guide decisions.
- Balance portfolios and capacity, anticipate staffing needs, and resolve competing priorities.
- Partner with Customer Delivery on clear handoffs: CSMs own customer strategy, communication, value, and commercial outcomes; Delivery owns technical execution.
- Bring customer insights to Sales, Marketing, Product, and Engineering, and close the feedback loop.

AI First

- Actively uses and continuously improves AI to become

📌 Manager, Customer Success (Guelph)
🏢 Schema App
📍 Guelph