At a Glance
- Tasks: Lead and inspire a team to drive customer success and measurable outcomes.
- Company: Join Feroot Security, a leader in customer-focused tech solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on innovation and accountability.
- Why this job: Shape customer experiences and make a real impact in a dynamic environment.
- Qualifications: 5+ years in customer success management with strong leadership skills.
The predicted salary is between 90000 - 110000 $ per year.
As a Manager of Customer Success, you will lead and inspire a team of Customer Success Engineers managing a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team, anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle. You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Feroot Security partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth.
What You’ll Do
- Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus.
- Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards.
- Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization.
- Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion.
- Partner with the team to define customer goals, success criteria, and measurable outcomes.
- Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalate.
- Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts.
- Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making.
- Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional teams.
- Collaborate closely with Sales, Renewals, Marketing, Product, and Support to deliver a unified customer experience.
- Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements.
- Lead change effectively as products, processes, and business models evolve.
Requirements (Must-Have)
- 5+ years managing global Customer Success teams providing 7x24x365 service levels.
- Experience building and managing Sales to Customer Success process and hand-offs.
- Experience building and managing customer onboarding process driving to outcome achievement against outcomes.
- Ability to speak to customers in business and technical language.
- A strong strategic vision for the customer experience and customer support.
- Develop delivery models that align with current customer segments, deliver customer value, and scale with growth projections.
- A strong customer advocate with the ability and willingness to engage directly with customers.
- Ability to communicate well with individuals, teams, partners, and at industry-level events.
- A track record of developing and mentoring great talent, and building and motivating high-achieving teams.
- The skills to be a data-driven decision maker, with a willingness to experiment and iterate.
- Effective and productive collaborator to drive cross-functional initiatives.
- Empathy, humility, and listening skills.
Preferred Skills (Bonus)
- Familiarity with compliance frameworks such as PCI DSS 4.0.1 and HIPAA.
- Experience with privacy and regulatory standards like CCPA and GDPR.
- Knowledge of containerization, AWS, and modern development best practices.
- Experience with relational databases and SQL.
Manager of Customer Success in Toronto employer: Feroot Security
At Feroot Security, we pride ourselves on being an exceptional employer that fosters a culture of innovation and accountability. As a Manager of Customer Success, you will not only lead a dedicated team but also have access to extensive professional development opportunities in a collaborative environment that values customer outcomes. Located in a vibrant tech hub, our workplace encourages growth and offers unique advantages such as flexible work arrangements and a commitment to employee well-being.
