Putting Data to Work
Customer Success Lead
Location
Canada
Posted
134 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Lead
Beyond
• Lead and support Customer Success Specialists through regular check-ins and coaching • Support hiring, training, and onboarding of new Customer Success Specialists as needed • Review and finalize team deliverables including meeting agendas, launch announcements, case studies, and Help Center articles • Act as a point of escalation for troubleshooting and complex customer questions • Oversee the health and performance of the full customer portfolio, including goal-setting and planning • Manage a portfolio of customers as the primary point of contact for meetings, trainings, and ongoing support • Attend analytics review and key customer meetings as needed • Steward the renewal process across all customers in collaboration with internal teams • Monitor customer trends and lead initiatives such as webinars, shared resources, data analysis, and best-practice development • Monitor and triage the shared support inbox • Own Customer Success strategy, KPIs, and quarterly OKRs during the coverage period • Ensure customer records are accurate and up to date in CRM and customer communication systems • Plan and delegate content related to Help Center articles, case studies, launch announcements, and blog contributions • Review monthly analytics dashboards and update configurations as needed • Serve as the primary point of contact for other Circuit teams on customer-related matters • Collaborate with Accounting on invoice creation and approvals • Review monthly and annual product communications and communicate relevant changes to customers • Provide structured feedback to the Product team on customer insights, feature requests, and priorities
Job Requirements
- 3+ years of experience in a Customer Success leadership or senior CS role within a SaaS environment
- 3+ years of experience with people management and coaching skills
- Comfort managing customer relationships, renewals, and escalations
- Highly organized with experience owning operational systems (Notion, CRMs, support tools)
- Confident collaborating cross-functionally with Product, Sales, and Finance
- Excellent written and verbal communication skills
- Experience in higher education, EdTech, or enrollment technology is an asset.
Benefits
- Fully remote and flexible work environment
- Meaningful leadership responsibility with real ownership
Related Guides
Related Job Pages
More Customer Success Manager Jobs
Coordinator – CRM Promo Ops
The LeafletAn independent platform for cutting-edge, progressive, legal, and political opinion.
• Responsible for building daily bonuses within the CRM platform • Ensure timely execution and accuracy of promotions • Support the CRM Ops team with execution and A/B testing setups • Utilize CRM tools to configure, test, and troubleshoot promotions • Foster cross-functional workstreams, partnering with Customer Support • Ensure compliance with legal regulations and company guidelines • Provide operational support across a Thursday–Monday schedule
• Receive feedback from Success teams to help define strategic projects and process improvements to ensure an optimal model for our team and Wiz customers • Work cross-functionally to support operational programs aligned to overall organizational strategy • Manage scalable “run the business” activities of the Success organization specifically Reporting, and other tools aligned to customer health, retention, and expansion • Be responsible for data integrity across post sales systems (Salesforce, CS Platform, Looker, etc.) of all data relating to Success programs and processes
Trial Success Manager
SamsaraSamsara Inc. is on a mission to increase the sustainability of the operations that power the global economy. The company pioneers the Connected Operations Cloud
• Manage the trial of Samsara technology for enterprise prospects, developing tailored trial plans customized to the prospect’s specific needs. • Lead value-based conversations to establish success criteria, define project scope and manage internal and external teams accountable for the end-to-end delivery of the trial. • Act as a subject matter expert on topics such as change management, communication strategy, risk mitigation, and coaching techniques. • Build collateral to support trial process standardization including job aids, communication templates, mutual action plans in Accord, etc. • Lead internal account team strategy sessions to unblock deals and drive alignment on next steps to progress the trial, coordinate leadership support asks, and more. • Coordinate with key cross-functional teams to bring in the right resources at the right time based on strategic priorities of the trial. • Communicate updates on major milestones, keeping internal and external stakeholders informed of progress and trial outcomes. • Create tailored meeting content for key trial milestones and ad hoc engagements as needed. • Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.
Director of Customer Success – Elections
CivixCivix is a leading provider of services & software for government, transportation, and grants.
• Lead the CS Team managing solutions for Go Elect customers • Directly manage a team of Project & Success Managers, Customer Support Representatives, Business Analysts, and Trainers • Set quarterly MBOs for team members • Monitor and evaluate each project phase for quality standards • Identify process gaps to enhance operational efficiency • Drive account expansion through cross-selling and up-selling • Collaborate with Sales to maximize customer value from solutions • Lead and manage customer support representatives • Track performance metrics for customer support • Conduct periodic Customer Business Reviews • Collaborate with the Executive Team for business reviews
