Customer Success Manager

Malleum•Ottawa, ON

17d

About The Position

Malleum is a cybersecurity company focused on complex security challenges, mission assurance, and work that matters. Our hiring brand and recent recruiting language consistently emphasize meaningful work, smart teammates, difficult problems, and a mission-driven environment rather than generic corporate messaging. The Malleum MSP needs a Customer Success leader who can help customers realize the full value of our services while also helping the company build a disciplined post-sale operating model. This person will become the connective tissue between customers, service delivery, operations, and leadership. Malleum is building a managed services business for customers that operate in demanding, high-trust environments. We are looking for a senior Customer Success Manager who can build the customer success function from the ground up and become the leader who defines how we onboard customers, drive adoption, measure value, manage risk, and support retention and growth across the MSP. This is not a conventional account management role. It is a senior, hands-on builder role for someone who can create structure where it does not yet exist, work credibly with executives and technical teams, and turn strong service delivery into long-term customer outcomes. The Senior Customer Success Manager owns the customer relationship after contract signature and is accountable for designing the systems, rhythm, and playbooks that make customer success repeatable. Customer success practice guidance commonly centers this role on onboarding, adoption, value realization, renewal readiness, and stakeholder alignment across the customer lifecycle. At Malleum, that means building the function while also operating it. The successful candidate will personally lead strategic customer engagements, create scalable processes, define health indicators, establish executive review cadence, and play a role in shaping how the MSP grows over time.

Requirements

8+ years in customer success, account management, service delivery, consulting, or a comparable post-sale leadership role.
Significant experience working with complex B2B customers in managed services, cybersecurity, enterprise technology, or regulated environments.
Demonstrated success building or maturing a customer success function, account discipline, or post-sale operating model.
Strong executive presence and the ability to run effective conversations with senior customer stakeholders.
Experience working across sales, operations, and technical teams to drive customer outcomes.
Comfort in recurring revenue environments where retention, renewal, and expansion are important business outcomes.
Strong judgment, structured communication, and the ability to stay calm and credible during escalations.
The ability to move between strategy and execution; this role requires both.

Nice To Haves

Relevant certifications in common MSP and supporting platforms are an asset, especially where they demonstrate practical fluency in the tools used to run and scale managed services. Examples include ConnectWise PSA or ConnectWise Automate certifications, Microsoft certifications such as Azure Administrator Associate or Azure Security Engineer Associate, and comparable credentials tied to endpoint, RMM, service-management, or security platforms used in MSP environments.
Eligibility for Government of Canada security clearance (Secret or higher); existing clearance highly valued.
Bilingualism (English/French) considered a strong asset.
Experience in an MSP, MSSP, cybersecurity services, defense, government, or another high-trust and high-accountability environment.
Experience creating customer health scores, playbooks, QBR or EBR structures, and leadership dashboards.
Familiarity with customer success tooling, CRM systems, and service-management workflows.
Experience in scale-up or build-stage environments where functions are still being designed.

Responsibilities

Build Malleum's customer success function for the MSP, including lifecycle stages, operating procedures, account governance, templates, and playbooks.
Own strategic customer relationships post-sale and act as a trusted advisor to operational and executive stakeholders.
Lead onboarding and time-to-value planning so customers clearly understand service scope, responsibilities, milestones, and intended outcomes.
Develop account-level success plans that capture customer objectives, adoption priorities, stakeholders, risks, and measurable success indicators.
Run recurring customer reviews and executive business reviews focused on outcomes, service adoption, risk posture, priorities, and future opportunities, not just status reporting.
Create a practical customer health model using service adoption, engagement, sentiment, support trends, and renewal risk signals.
Identify churn risk early, coordinate internal response plans, and manage escalations with structure and urgency.
Partner closely with technical delivery, security, operations, and commercial leaders to remove blockers and improve the customer journey.
Support renewals and help uncover upsell or cross-sell opportunities in a recurring-services environment where retention and expansion matter.
Recommend and help implement tooling, dashboards, and reporting that give leadership clear visibility into account health, customer outcomes, and growth risk.
Help define the future shape of the customer success organization as the MSP scales.