Scaled Customer Success Manager

Use customer analytics and digital communication as a Scaled Customer Success Manager serving customers remotely across eligible Canadian locations. Strengthen SaaS adoption and engagement s Scaled Customer Success Manager develops personalized, data-driven engagement strategies for a high-volume customer portfolio. The work focuses on product adoption, customer outcomes, retention, and churn reduction. You will collaborate with Customer Success, Product, Education, Adoption Services, and Renewals teams to improve the customer journey.

Key Responsibilities:

Gather customer feedback and provide product adoption guidance
Develop personalized communications triggered by customer actions
Monitor health, usage, engagement trends, and performance metrics
Build success plays and templates using Gainsight
Deliver webinars, in-app guides, and digital resources
Requirements:
At least one year in Customer Success, service, or marketing
Excellent written and verbal communication skills
Strong analytical, organizational, and project management skills
Experience managing high-volume customer engagements at scale
SaaS product experience is a strong advantage
Apply customer-focused communication, data analysis, and digital success strategies to improve adoption, retention, and measurable outcomes.