Senior Manager, Customer Success (Full Lifecycle)

Integrity Advocate

6d • Remote

About The Position

The Senior Manager, Customer Success (Full Lifecycle) is responsible for owning and optimizing the entire customer journey - from implementation and onboarding through adoption, renewal, expansion, advocacy, and retention. This leader will build deep client relationships while developing scalable customer success strategies, operational excellence, and high-performing service teams. You are a strategic operator and relationship-builder who thrives in high-growth environments. You understand how to drive customer outcomes, build repeatable processes, lead teams, and turn customers into long-term advocates. Success in this role is measured through customer retention, expansion revenue, product adoption, customer satisfaction, operational performance, and team effectiveness. This role oversees the full post-sale customer organization, including Customer Success, Customer Support, and Proctoring Operations. This role is part of the Revenue Team and will report directly to the CEO.

Requirements

• 7+ years of experience in Customer Success, Account Management, Customer Operations, or related client-facing leadership roles within SaaS or technology companies.
• 3+ years of people leadership experience managing customer-facing teams and/or managers.
• Proven success owning the full customer lifecycle including onboarding, implementation, renewals, expansion, and retention.
• Demonstrated experience building or scaling Customer Success functions, processes, and playbooks.
• Strong commercial acumen with experience driving renewals, upsells, and revenue growth.
• Experience managing escalations and navigating high-stakes customer conversations.
• Exceptional communication and executive relationship management skills.
• Strong operational mindset with experience using data and analytics to drive decision-making.
• Experience working cross-functionally in fast-paced, high-growth environments.
• Highly organized with exceptional attention to detail and follow-through.
• Experience with CRM and customer success platforms (HubSpot preferred).
• Candidates must be located within Canada and be legally authorized to work in Canada.

Nice To Haves

• Experience in education technology, compliance technology, workplace safety, or regulated industries is considered an asset.
• Bachelor’s degree in Business, Marketing, Communications, or related field preferred.

Responsibilities

• Serve as the executive owner of the customer journey from implementation through renewal and expansion.
• Ensure customers achieve measurable business outcomes and realize maximum value from Integrity Advocate solutions.
• Build trusted relationships with stakeholders across client organizations, from administrators to executive leadership.
• Drive customer retention, product adoption, satisfaction, and long-term account growth.
• Develop customer advocacy programs that generate references, testimonials, case studies, and referrals.
• Design and evolve the Customer Success operating model, including segmentation, service tiers, engagement models, lifecycle playbooks, KPIs, and capacity planning.
• Build scalable onboarding, implementation, training, renewal, and account management processes.
• Create proactive health scoring and churn prevention frameworks.
• Establish and monitor customer success metrics including: Gross and net revenue retention, Renewal rates, Expansion revenue, Time-to-value, Product adoption, CSAT/NPS, Support SLAs, Churn risk indicators.
• Own CRM hygiene, forecasting, customer reporting, and operational dashboards.
• Identify upsell, cross-sell, and expansion opportunities across the customer base.
• Partner closely with Sales and Leadership to drive account growth strategies.
• Lead renewal conversations and commercial negotiations to secure mutually beneficial outcomes.
• Proactively manage churn risks and execute retention strategies.
• Develop executive business reviews and strategic account plans for key customers.
• Directly lead and develop Customer Success team members through coaching, mentoring, performance management, and career development.
• Oversee managers responsible, when applicable, for Customer Support and Proctoring Operations, ensuring alignment across all customer-facing functions.
• Establish service standards, SLAs, escalation protocols, and operational best practices across teams.
• Build hiring plans, onboarding programs, and performance frameworks for the broader customer organization.
• Foster a culture of accountability, customer obsession, continuous improvement, and operational excellence.
• Act as the senior escalation point for complex customer issues and high-priority situations.
• Lead cross-functional coordination during critical customer incidents.
• Run post-mortems and implement preventative process improvements.
• Ensure consistent execution of customer-facing playbooks and communication standards.
• Partner with Product, Engineering, Operations, Partnerships, and Corporate Services to improve customer outcomes and influence product strategy.
• Bring customer insights and feedback into roadmap and operational planning discussions.
• Help shape scalable systems, automation, and AI-driven customer workflows as the organization grows.
• Maintain CRM and pipeline accuracy (HubSpot).
• Support strategic initiatives and operational projects as assigned by leadership.
• Contribute to building a world-class customer experience organization as the company scales.

Benefits

• Unlimited Paid Time-Off
• Work-from-Anywhere Policy
• Group Insurance coverage that includes Health, Dental, Life Insurance, AD&D, & Employee Assistance Program
• RRSP, Health Spending & Wellness Spending Accounts
• Maternity Top-Up Program
• Professional Development budget

What This Job Offers

• Job Type: Full-time
• Career Level: Senior