Scale 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 Scale Customer Success Manager based in Canada.

This role is focused on driving customer adoption, retention, and expansion across a portfolio of accounts through scalable and data-driven Customer Success programs.
You will guide customers from onboarding through ongoing adoption, ensuring their objectives and desired outcomes are clearly understood and achieved.
The position combines Customer Success, Account Management, and operational expertise to proactively manage customer health and reduce churn.
You’ll work with customer champions and decision-makers to embed the platform, support training, and identify opportunities for broader adoption.
The role also involves leveraging digital programs, customer success platforms, CRM data, and scaled engagement strategies to manage accounts efficiently.
Success will be measured through strong renewals, customer advocacy, product adoption, and a target of 110% net revenue retention.
You’ll join a collaborative, global, remote-first environment where continuous improvement, ownership, and customer impact are highly valued.

• Manage a portfolio of new and existing customers, ensuring smooth transitions from sales through onboarding and ongoing Customer Success.
• Understand customer objectives, requirements, workflows, stakeholders, and desired business outcomes, translating these insights into clear success and adoption strategies.
• Identify and engage key stakeholders, champions, and decision-makers while building multi-threaded customer relationships.
• Develop, manage, and communicate structured customer success plans with clear milestones, timelines, priorities, and measures of success.
• Coach customer champions to become product experts and enable them to train and support their internal teams through remote train-the-trainer sessions.
• Proactively manage customer accounts using a combination of scaled and high-touch activities, adapting engagement according to customer stage, value, and health.
• Prepare customers for new features, product releases, and evolving product capabilities to encourage continued adoption.
• Monitor customer health, identify accounts at risk of churn, and develop proactive retention and adoption strategies.
• Collaborate with Support, Product, and other internal stakeholders to capture customer feedback, escalate issues, and support timely resolution.
• Partner with the broader Customer Success organization to improve success strategies and reduce customers’ Time to First Value.
• Work with Digital Customer Success leadership to continuously improve scaled programs, processes, and the use of Customer Success Platforms, CRM systems, and related tools.
• Identify and develop upsell and cross-sell opportunities, driving increased recurring revenue through module adoption, renewals, and user expansion.
• Build relationships with successful customers and cultivate advocates who can contribute to customer references, marketing initiatives, and community engagement.
• Contribute toward achieving a minimum 110% Net Revenue Retention (NRR) target as part of the annual incentive structure.

Requirements:

• 2+ years of experience in a remote scaled implementation, Account Management, Customer Success, or similar customer-facing role.
• Demonstrated track record of upselling, account expansion, renewals, or customer growth .
• Experience managing customer portfolios through scalable, digital, or technology-enabled Customer Success programs.
• Strong operational and analytical capabilities, with confidence using customer data to prioritize activities and make informed decisions.
• Experience working with Customer Success Platforms, CRM systems, and digital engagement tools such as Planhat or similar solutions.
• Strong understanding of customer lifecycle management, adoption, retention, and expansion strategies.
• Knowledge or understanding of the legal industry is an advantage.
• Strong content creation skills, with experience producing videos, business reviews, articles, training materials, or other customer-facing content.
• Excellent time management and organizational skills, with the ability to manage multiple accounts and competing priorities.
• Strong negotiation and presentation skills, with confidence engaging customer stakeholders remotely.
• Excellent listening, verbal, and written communication skills.
• Customer-focused, commercially minded, and comfortable identifying opportunities to create additional value for customers.
• Ability to work independently in a remote environment while collaborating effectively with distributed teams.
• A proactive mindset and strong ownership of customer outcomes, with the ability to move quickly and adapt to changing priorities.

Benefits:

• Remote work flexibility with opportunities to balance professional responsibilities with personal priorities.
• Monthly wellness allowance that can be used for eligible wellbeing expenses such as fitness, massage, childcare, and other activities that support your wellbeing.
• Health insurance .
• Extended paid parental leave .
• Extra paid day off on your birthday .
• Share options , providing an opportunity to participate in the company’s long-term success.
• Home office allowance to help remote employees create an effective and comfortable working environment.
• Annual incentive opportunity linked to customer growth and Net Revenue Retention performance .
• Opportunities for professional development, continuous learning, and career progression within a rapidly growing global technology environment.
• Collaborative and inclusive culture that values diversity, ownership, innovation, personal development, and customer impact.