Canada onlyAbout Cority
You will drive the success of our customers. This position works alongside other Customer Success Managers and reports to the Senior Director, Success.
At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. Cority is revolutionizing our industry by putting customer success at the heart of our business. The Manager, Customer Success is responsible for leading, coaching, and developing a team of Customer Success Managers to drive customer value, retention, growth, and overall customer satisfaction. Reporting to the Senior Director of Customer Success, this role plays a critical part in ensuring the team delivers exceptional customer experiences while achieving business objectives and key performance indicators.
The ideal candidate is a people-first leader with strong customer relationship management skills, a passion for coaching and mentorship, and the ability to effectively manage escalations, operational performance, and growth opportunities across the customer portfolio.
Primary Responsibilities:
Lead, coach, mentor, and develop a team of Customer Success Managers to achieve business goals and professional development objectives.
Foster a high-performance, collaborative, and customer-centric culture within the team.
Conduct regular one-on-one meetings, performance reviews, and career development planning.
Ensure the team delivers proactive, strategic, and high-quality customer engagement throughout the customer lifecycle.
Monitor team performance against established KPIs, customer health metrics, and operational objectives.
Support onboarding and continuous training initiatives for team members.
Model strong leadership behaviors and exceptional customer engagement standards.
Drive customer retention, adoption, satisfaction, and long-term partnership success.
Ensure consistent execution of customer success processes, best practices, and engagement strategies.
Act as a senior point of escalation for customer concerns, risks, and complex issues.
Collaborate cross-functionally with Support, Product, Sales, and other internal teams to drive timely issue resolution and customer advocacy.
Qualifications and Characteristics of an Ideal Candidate:
Previous leadership experience managing or mentoring customer-facing teams, preferably within Customer Success, Account Management, or SaaS environments.
Demonstrated ability to lead, coach, and motivate high-performing teams.
Strong customer relationship management and conflict resolution skills.
Ability to model exceptional service delivery during every customer interaction.
Experience coaching team members to effectively manage customer issues, escalations, and complex situations.
Proven ability to collaborate cross-functionally and drive resolution across multiple stakeholders.
Strong analytical, organizational, and problem-solving skills.
Excellent verbal and written communication skills.
Experience managing KPIs, customer health metrics, and operational performance.
Ability to thrive in a fast-paced, evolving environment while balancing strategic and operational priorities.
AU, CA + 8 more