Senior Manager - Customer Success

Maya HTT

14d•Hybrid

About The Position

The Senior Manager - Customer Success will be responsible for operating and leading Maya HTT’s Customer Success function, evolving it from a renewals-focused operation into a proactive, value-driven customer lifecycle organization measured on Net Revenue Retention (NRR). This role will have primary oversight of customer retention, satisfaction and expansion by developing structured engagement models, leading the Renewal Account Management team, and partnering closely with Sales, Operations, Pre-Sales, Marketing and Support.

Requirements

7+ years of experience in Customer Success, Account Management, or related roles
Proven experience building or scaling a Customer Success function
Excellent communication skills in French and English (The position requires regular interaction with colleagues, suppliers and customers based outside of Quebec, nationally and internationally).
Strong understanding of SaaS, software, or services-based business models
Experience managing renewals, retention, and expansion revenue
Demonstrated leadership and team development capabilities
Strong cross-functional collaboration skills
Experience working with CRM systems (Salesforce preferred)

Responsibilities

Refine, implement and execute Maya HTT’s Customer Success strategy
Establish customer segmentation (high-touch, mid-touch, low-touch)
Design and operationalize the end-to-end customer lifecycle
Develop Customer Success playbooks (onboarding, adoption, retention, expansion)
Constantly analyze our data sets for emerging themes/trends/usage patterns and collaborate with Marketing and Sales to implement real time solutions against them
Lead and develop a growing team of Renewal Account Managers
Evolve the team into Customer Success Managers over time
Recruit experienced Industry CSMs into expansion roles at Maya HTT
Establish performance metrics, coaching frameworks, and career paths
Drive a customer-centric culture across the organization
Lead Gross Revenue Retention (GRR) performance and establish the foundation to transition toward Net Revenue Retention (NRR), incorporating expansion, upsell, and cross-sell motions.
Drive proactive renewal management and reduce churn risk
Identify and partner with Sales on expansion opportunities
Build a predictable renewal and expansion pipeline
Establish structured engagement models (QBRs, executive alignment, success planning)
Implement customer health scoring and risk identification
Ensure consistent and high-quality customer interactions across segments
Partner with Sales (handoffs, expansion strategy)
Partner with Services (delivery alignment, value realization)
Partner with Support (issue resolution, escalation management)
Partner with Sales Operations (systems, reporting, process optimization)
Define Customer Success KPIs and dashboards
Leverage Salesforce and other tools to track: Customer health, Renewal forecasts, Adoption and engagement metrics
Use data to drive decision-making and continuous improvement

Benefits

Flex Working Hours and Hybrid Work
Office downtown Montreal, 2-minute walk from Atwater Metro
Permanent Position
Competitive Base Salary
100% Employer-Paid Benefits starting from Day One: Medical, Dental, Vision, Life, Short/Long Term disability insurances.
Retirement Savings: Group RRSP / DPSP Plan with Employer Contributions open to join from Day One
Career Growth Opportunities: Our flexible career paths allow you to grow, and we like to promote internally.
Learning Opportunities: Learn from the best in the industry and develop your skills.
Generous Time-Off Policy: We promote a Healthy Work-Life Balance with a Flexible PTO Policy, Sick/Personal Days, and a Summer Flex Schedule.
Structured Onboarding Program: We’re invested in your success; you’ll have team members to support you and provide a wide range of assistance from Day One.
Join an award-winning company that is recognized worldwide as an industry leader.