IT Customer Success Manager – Blue Mantis | Canada; Remote

IT Customer Success Manager – Blue Mantis | Canada (Remote) Overview

Blue Mantis, a leading strategic digital technology services provider with over 30 years of experience, is seeking an experienced IT Customer Success Manager (CSM) to join its remote team in Canada. This pivotal role focuses on delivering exceptional customer experiences, particularly for Managed Services offerings
, and fostering strong, outcome-focused partnerships with clients.

The CSM will champion operational maturity, drive creative problem-solving, and ensure seamless collaboration across sales, solution architects, and technical support teams.

• Job Title
  : IT Customer Success Manager
• Employer
  :
  Blue Mantis
• Location
  :
  Remote (Canada only; occasional office visits required)
• Salary
  : $100,000–$114,000/year (based on experience and market conditions)
• Hours
  :
  Full-Time
• Contract Type
  :
  Permanent
• Travel
  :
  Occasional (approx. 25%)

The Customer Success Manager ensures a smooth end-to-end journey for Blue Mantis customers, driving high Net Promoter Scores (NPS) and maximizing Net Retention. You’ll manage prioritization, escalation, and resolution of contract and operational issues, while maintaining a calm, clear-headed approach and demonstrating emotional intelligence in customer interactions.

• Prioritize customer service and experience above all else
• Collaborate with subject matter experts to drive efficiency and standardization
• Schedule and manage customer success meetings, reviewing KPIs and reports
• Act as liaison between Sales, Solution Architects, and Technical Support teams
• Handle escalations regarding delivery and quality issues
• Engage customers to understand evolving requirements and coordinate solutions
• Prepare KPI and status reports with recommendations for IT operations and managed cloud environments
• Motivate teammates to deliver high-quality results in fast-paced environments
• Maintain knowledge of cloud, security, and digital trends
• Identify process improvement opportunities with support and operations teams

• Minimum 3 years’ experience with Managed Service Providers
• Minimum 3 years’ experience in Customer Success Management or Service Delivery Management
• Experience with Business Intelligence tools (Microsoft Power BI, Service Now preferred)
• Strong problem‑solving and judgment skills
• Experience optimizing workflows and implementing process improvements
• Excellent interpersonal skills (mentoring, coaching, presentations, stakeholder engagement)
• Ability to prioritize and manage competing demands
• BS degree in Business or Technology‑related field (preferred)

• Fully remote (Canada only)
• Occasional office visits required
• No physical requirements

• Competitive salary ($100,000–$114,000/year)
• Extended health and dental care
• Paid time off
• Inclusive workplace culture with equal opportunity employment
• Reasonable accommodations available for employees with disabilities

Blue Mantis is a strategic digital technology services provider headquartered in Portsmouth, New Hampshire. With a 30+ year history, the company helps clients achieve business modernization through managed services, cybersecurity, and cloud solutions. Partnering with over 1,200 mid‑market and enterprise organizations across multiple industries, Blue Mantis is backed by private equity firm Recognize.

• Strategic impact
  :
  Drive customer success metrics (NPS, retention) in a high‑value role
• Leadership exposure
  :
  Collaborate across sales, architecture, and technical teams
• Growth potential
  :
  Opportunity to influence future customer success strategies
• Prestigious employer
  :
  Join a trusted digital services provider with a strong industry reputation

to Apply directly via the Blue Mantis careers portal
. Submit your CV and a cover letter highlighting your customer success experience, managed services expertise, and ability to drive operational excellence.

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