Lead Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Customer Success Manager based in Canada.

This role leads the post-sales customer journey for strategic accounts, helping customers maximize value, adoption, and long-term success.
You will manage relationships across onboarding, training, professional services, technical support, renewals, expansion, and customer advocacy.
Working closely with cross-functional teams, you will ensure customers receive clear guidance, timely support, and access to the right internal expertise.
The position combines customer relationship leadership with technical and analytical thinking to address complex business and operational challenges.
You will play a key role in driving software adoption, achieving measurable customer outcomes, and strengthening enterprise account performance.
The role offers autonomy to develop solutions within established frameworks while collaborating across technical, commercial, and customer-facing functions.
This is an opportunity to influence customer growth and retention within a technically sophisticated environment serving complex industrial sectors.

• Lead post-sales relationships: Own the overall customer relationship across assigned accounts, coordinating training, professional services, technical support, renewals, expansion opportunities, and customer advocacy.
• Drive onboarding and adoption: Guide customers through onboarding by establishing clear next steps, maintaining consistent communication, connecting them with the appropriate internal resources, and ensuring they successfully adopt the software.
• Deliver customer outcomes: Use customer success expertise, analytical thinking, and technical knowledge to identify opportunities for improvement and help customers achieve measurable business outcomes.
• Lead strategic account engagements: Develop strong relationships with enterprise customers, identify opportunities to improve account performance, and coordinate cross-functional teams to deliver solutions aligned with customer needs.
• Support renewals and expansion: Build customer value throughout the lifecycle, proactively identify renewal and growth opportunities, and help strengthen long-term retention and account expansion.
• Apply technical and market expertise: Use knowledge of relevant technical disciplines, industry practices, competitive dynamics, and customer environments to develop effective approaches to complex challenges.
• Solve complex customer challenges: Assess issues involving technical variety and interdependent processes, drawing on internal and selected external resources to develop practical solutions and make informed decisions.

Requirements

• Customer Success experience: Demonstrated senior-level experience in Customer Success Management, with a strong track record of managing complex post-sales relationships and driving customer value.
• Software adoption and outcomes: Proven ability to increase software adoption, guide customers toward successful outcomes, and demonstrate tangible value throughout the customer lifecycle.
• Education: Bachelor’s degree from an accredited university or college in a STEM, Business, or related field.
• Account leadership: Strong ability to lead enterprise account engagements, coordinate stakeholders, drive software renewals, and develop strategies that improve customer performance and retention.
• Cross-functional collaboration: Ability to leverage teams across the organization effectively, bringing together technical, commercial, professional services, and customer-facing resources to address complex account needs.
• Industry knowledge: Experience working within the Power and/or Oil & Gas sectors is highly desirable, particularly in environments involving technically complex products, processes, or customer operations.
• Commercial expertise: Experience managing account commercials, including pricing, profitability, and contracts, is considered an asset.

Benefits

• Competitive compensation: CAD $112,500–$168,700 for Canada-based candidates, with the specific offer determined by factors such as experience, education, and skill set.
• Annual bonus: Eligibility for a 10% Annual Incentive Plan (AIP).
• Remote work: Fully remote position with flexibility to work remotely from Canada.
• Relocation support: Relocation assistance is provided for eligible candidates.
• Global and technical exposure: Opportunity to work with enterprise customers and cross-functional teams on complex technical and industrial challenges.