Customer Success Manager leading teams that drive adoption, loyalty, and retention for D2L’s Brightspace learning platform. Coaching staff and managing strategic higher - education customer relationships.
About the role
- Director of Customer Success scaling LumiQ’s audio-first professional education platform. Leading B2B customer retention, expansion, team development, and automated success operations.
Responsibilities
- Take full strategic and operational ownership of the Customer Success department
- Align Customer Success objectives with company-wide growth and financial goals
- Own gross revenue, net revenue, customer retention, GRR, and NRR KPIs
- Identify expansion opportunities and protect the core customer base
- Define and execute a multi-phase organizational roadmap for the team and its systems
- Lead, coach, and inspire a high-performing CSM team
- Manage department budgeting, headcount forecasting, and incentive structures
- Establish training, career paths, and documentation
- Design and lead the Customer Success operating rhythm
- Review at-risk accounts, CSM activities, and performance tracking
- Monitor customer health, product usage, and engagement metrics
- Facilitate monthly and quarterly business reviews and provide executive reporting
- Identify and eliminate administrative friction in the customer journey
- Build standardized automated success plays and templates
- Develop an automated early warning system for usage, seat utilization, relationship sentiment, and churn risk
- Automate data aggregation for executive business reviews and monthly performance reports
- Support key accounts when needed and scale the department through data-driven, automated processes
Requirements
- 8+ years of progressive leadership experience in Customer Success, Account Management, or Revenue/CS Operations
- At least 3–5 years managing entire teams within a high-growth B2B SaaS environment
- Proven track record of hiring, coaching, and scaling high-performing client-facing teams
- Exceptional analytical mindset
- Ability to manipulate complex data sets, including usage, NRR, and churn trends
- Ability to translate data into strategic recommendations and board-ready executive reporting
- Deep experience building and scaling repeatable operational frameworks, playbooks, and automated operating rhythms
- Expert-level fluency with CRM systems, specifically Salesforce
- Expert-level fluency with enterprise CS platforms such as Gainsight, ChurnZero, or Vitally
Benefits
- Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.
- Great vacation day offerings
- Uncapped sick and mental health days
- Schedule flexibility
- Medical, dental, and vision benefits after 3 months
- Yearly health spending account
- RRSP matching after 1 year
- Hybrid work style with remote work and a downtown Toronto office with snacks, events, and ping pong
- Quarterly and holiday team social events
- Access to learning content on soft skills, career development, leadership, and more
- LumiQ Clubs
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Degree requirement
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