Senior Manager, Customer Success

This is a
full-time remote position based in Ontario. While primarily home-based, the role requires some irregular travel to our office in North York and in the United Kingdom, on a quarterly basis.
About UsWe're an innovative and disruptive global skincare brand dedicated to developing high-quality, medical-grade skincare products trusted around the world. Our collaborative culture encourages innovation, continuous improvement, and teamwork. We believe the best ideas come from people who are curious, engaged, and passionate about making a difference—and we empower our employees to do just that.
The OpportunityThis is a rare opportunity to lead a global function through a meaningful transformation, and to grow with it. Alumier Labs is evolving its Customer Service model into a proactive, commercially focused global Customer Success function. Our leadership team has approved Project ECHO, a company-wide initiative to enhance how we support, engage, and enable our professional customers.
As Senior Manager, Customer Success, you will assume leadership of our existing Customer Service organization while leading Project ECHO, our global customer experience transformation. You will shape the operating model, processes, and technology, and develop the team’s capabilities as the function evolves. Working in close partnership with Sales and Marketing, who lead commercial performance, Customer Success will play a key role in helping our customers engage, reorder, and grow their business with Alumier.
You will have a visible mandate, the backing of senior leadership, and the opportunity to bring automation, self-service, data, and AI into how we serve customers, working with teams across our global markets.
Your Growth PathwayThis role is intentionally designed with a path to Head of Customer Success. As Project ECHO delivers results and the function scales, the scope of the role grows with it.
Transform:
Lead Project ECHO: baseline the current state, design the future-state operating model, and deliver early, measurable wins.
Evolve:
Lead the evolution of the Customer Service team into a global Customer Success function, developing its capabilities, performance framework, and cross-functional ways of working.
Lead:
Progress to Head of Customer Success, with full ownership of the global function as it matures. Progression is tied to ECHO milestones and the growth of the function.
What You'll DoLead the Customer Success transformation
Lead Project ECHO from design through implementation, with a phased roadmap, clear milestones, and measurable business outcomes.
Assess current Customer Service processes, workload, and technology, and simplify, automate, or redesign transactional work.
Define roles, workflows, service standards, and escalation paths for the future Customer Success function.
Lead change management and adoption across teams and markets, and build a culture of ownership through to resolution.
Support customer and commercial outcomes
Partner with Sales and Marketing to support customer activation, engagement, retention, and reorder behaviour.
Use customer, ordering, and engagement data to spot accounts that need proactive attention.
Drive adoption of CONNECT, Alumier’s customer-facing business management platform, and other digital tools.
Measure and report on how Customer Success activity contributes to customer engagement and commercial results.
Own the customer journey and Voice of Customer
Map and improve the end-to-end customer journey, from onboarding and first order through reorder, fulfilment, and issue resolution.
Build and own a Voice of Customer program, including CSAT, NPS, and Customer Effort Score.
Turn customer insight into action, sharing findings with leadership and partner teams and closing the loop with customers.
Bring automation, technology, and self-service to life
Automate routine interactions so the team can focus on high-value engagement, exceptions, and commercial opportunities.
Design proactive customer communications for order, shipment, inventory, delay, and launch events.
Expand self-service, partner with IT on CRM requirements, and apply AI where it improves speed, consistency, and insight.
Lead the team and work across functions
Lead and develop the existing Customer Service team as it evolves from a transactional service model into a proactive Customer Success organization.
Define the future structure, capabilities, and skills the function needs, building on the strengths of the current team.
Act as the coordination point when customer outcomes require action across Sales, Supply Chain, Finance, IT, Quality, or Product Development.
What Success Looks Like in Your First Year
A clear baseline of today's Customer Service organization, processes, workload, and performance.
An approved future-state operating model and Project ECHO roadmap.
A Customer Success performance framework covering customer engagement, digital adoption, retention, reorder indicators, and Voice of Customer.
First automation, proactive communication, and self-service improvements live, with measurable benefits.
CRM and technology requirements defined with IT, and a plan for the team's future structure and capability development.
What You Bring
Progressive experience in Customer Success, Customer Experience, Customer Care, Commercial Operations, or Sales Operations, including experience leading a team.
A track record of improving or transforming a customer-facing function, process, or capability.
Strong commercial understanding of how engagement, retention, and ordering behaviour drive revenue.
Experience leading cross-functional projects and organizational change.
Strong analytical skills, with experience building KPIs and performance reporting.
Familiarity with CRM platforms, customer service technology, workflow automation, and AI-enabled processes.
Experience in professional skincare, beauty, healthcare, consumer products, or another B2B environment is an asset, as is experience across multiple markets.
Who You Are
A builder.
You are energized by improving and evolving a function, not just maintaining it.
Commercially minded.
You understand how Customer Success contributes to retention, reorder behaviour, and account growth, in partnership with Sales and Marketing.
Customer focused.
You see the business through the customer's eyes and remove friction.
Data driven.
You use data to find problems, set priorities, and prove results.
A connector.
You bring teams with different priorities together around shared customer outcomes.
Change ready.
You challenge the status quo and bring people with you, and you are ready for your next step as a leader.
Salary range: $105,000–$120,000 CAD, commensurate with experience
Eligible for a performance-based bonus in addition to base salary
Medical, dental, and HSA benefits coverage
RRSP with company match
Company-provided hardware and remote office setup
Employee product discount
Friends and Family product discount
Paid time off, including vacation, sick leave, wellness days and a paid day off for your birthday
End of year holiday work reduction
AlumierMD is an equal opportunity employer. Accommodations are available upon request during the recruitment process.
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