Customer Success Manager supporting users of Social Discovery Group’s global social discovery platforms. Resolving customer issues, promoting websites, and driving retention remotely.
About the role
- Director leading enterprise customer success for Achievers’ B2B SaaS recognition and rewards platform. Driving retention, expansion, adoption, and customer value across North American accounts.
Responsibilities
- Drive retention, expansion, and long-term customer value across a strategic Enterprise portfolio of B2B SaaS customers
- Own customer success outcomes for 60–80 North America-based Enterprise customers totaling $40M–60M ARR
- Lead and develop a team of 8–10 Enterprise-level Customer Success Managers and Customer Strategy Leads
- Identify and mitigate churn risk, drive revenue growth, accelerate customer time-to-value, and ensure product utilization and adoption
- Partner with Sales, Product, Marketing, Support, Professional Services, Enablement, Revenue Operations, and Engineering
- Define, track, and improve Customer Success KPIs and health scores
- Analyze data to identify trends, risks, and opportunities
- Deliver actionable insights to executive leadership on customer health, retention risk, and growth potential
- Ensure rigor and accuracy in renewal and expansion revenue forecasting
- Lead complex cross-functional initiatives, scalable programs, capacity planning, segmentation strategy, and coverage models
- Manage customer escalations and address root causes
- Coach leaders and drive a culture of customer excellence, ownership, urgency, and continuous improvement
Requirements
- 8+ years of experience in Customer Success, Account Management, or related revenue-retention roles within B2B SaaS
- 5+ years of people leadership experience managing managers and senior-level individual contributors
- Proven track record of owning and improving retention, expansion, and customer health metrics
- Strong operational and project management capabilities with the ability to execute at scale
- Experience working cross-functionally with Sales, Product, and Engineering teams
- Deep understanding of SaaS business models, renewals, and recurring revenue dynamics
- Exceptional communication skills with the ability to engage senior customer leaders and internal stakeholders
- Ability to manage a portfolio of 60–80 North America-based Enterprise customers totaling $40M–60M ARR
- Ability to lead and develop a team of 8–10 Enterprise-level CSMs and CSLs
Benefits
- Rewards for your impact through our Recognition and Rewards program
- Health Benefits and Life Insurance Coverage beginning on your first day
- Parental Leave Top-up
- Employer matched RRSP contributions
- Flexible Vacation
- Employee and Family Assistance Program offering mental health, legal, and financial counselling
- Supported professional development and career growth (LinkedIn Learning, mentorship)
- Employee-Led Employee Resource Groups that celebrate our diversity
- Regular events designed to build connection, belonging, and well-being
- Hybrid flexibility with time in the Liberty Village, Toronto office
- Commission structure with a 70/30 split for base and commission earnings
- Annual compensation review based on performance and impact
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