Customer Success Manager

Who We’re Looking ForAt ScalePad, we hire thoughtful builders who want their work to matter. Our roles are designed for people who thrive on driving impact, see ambiguity as an opportunity, and believe that raising the bar is a team sport.
We don’t bring people in to run playbooks. We hire people who want to rewrite them. And in this role, you’ll get to do that, while shaping the future of managed services for our global partners. (That’s what we call our customers.)
What is ScalePadAt ScalePad, we’re building more than software;
we’re building confidence and clarity for the people who manage the technology businesses rely on every day.
Our mission: help MSPs evolve into MVPs (their clients’ most valuable partner). Our tools turn them from reactive service providers into strategic advisors through a consistent, scalable Customer Success motion. Our product suite unifies risk insights, client planning, and service delivery so MSPs can have smarter conversations, show clients their value, and grow their revenue.
But our purpose goes beyond our software. We’re creating a workplace where curious, growth-minded people can do their best work, where ideas are valued, progress is shared, and everyone belongs. Together, we’re creating a future where MSPs don’t just keep businesses running, they help them thrive. We believe that when our partners succeed, we all do.
With offices in Vancouver, Toronto, Montreal, and Phoenix and a global-first mindset. ScalePad has grown into a category leader trusted by 12,000+ partners across 60+ countries. We’ve been recognized for our products and corporate culture by MSP Today, G2, and Great Place to Work™, to name a few.
About The RoleAre you prepared to advance your career as a Customer Success Manager at ScalePad? As part of our Revenue team, you will manage a large portfolio of SMB partners and own the customer and commercial outcomes across the lifecycle. This includes retention, renewals, expansion, adoption, and customer satisfaction,
You will manage renewals from as early as 120 days before contract end through the contract end date, using sequencing, automations, and custom efforts to engage the right stakeholders and move each renewal forward. You will lead renewal business reviews, conduct focused discovery, navigate cancellation conversations, negotiate solutions, and identify growth opportunities to hand to and develop with the AE team.
This is a hands‑on, commercially focused role for someone who can communicate with confidence, demonstrate products clearly, and connect customer needs to practical outcomes.
What You’ll OwnGet ready to go beyond order‑taking. Your strategic responsibilities include:
Manage all strategic post‑sales activity for ScalePad’s various customers segments through touch points that require product knowledge, planning, project management and the ability to quickly build rapport.
Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives.
Leverage high‑touch and one‑to‑many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
Proactively identify and flag churn risk and work proactively with the Account Management team to mitigate.
Develop, test, and iterate on scaled playbooks and engagement strategies.
Analyze customer data to create and execute engagement strategies within your customer portfolio.
Partner with Sales, Account Management, Marketing and Product teams to provide effective customer engagements.
Function as the voice of the customer, identifying customer trends and providing internal feedback on how ScalePad can better serve our customers.
Maintain and update account information in Hubspot.
What we’re looking forWe care about what you can do more than where you’ve done it. However, experience in the following areas will help you hit the ground running in this role:
Experience managing a large book of accounts, including expansion, retention, adoption, value realization and/or renewals.
Experience managing 100+ accounts is an asset.
Experience in the MSP space is an asset.
2+ years of B2B Customer Success or Account Management experience.
Experience owning measurable KPIs related to retention, renewals, customer satisfaction, Growth MRR, and Reduce MRR.
Strong commercial judgment and demonstrated creativity when building single or multi-product renewal proposals.
Executive presence and the ability to communicate confidently with stakeholders at all levels.
Strong track record of leading product demo’s.
Comfort using sequencing, automations, CRM workflows, and custom outreach to manage customer engagement.
Professional written and verbal communication skills.
Experience using HubSpot or a similar CRM, quoting software, and forecasting with a strong commitment to accurate account and activity management.
Ability to take initiative, adapt quickly, and continuously improve processes and outcomes.
PerksScalePad offers our employees a blend of purpose, growth, and genuinely great perks.
Everyone’s an owner. Share in our success through our Employee Stock Ownership Plan (ESOP) and RRSP matching.
Support for growing families. Parental leave programs are in place to support you and your family when it matters most.
Structured mentorship with builders. Join opt‑in mentorship programs and learn directly from founders and senior leaders who’ve scaled multiple SaaS ventures and spent decades in the MSP industry.
Invest in your growth every year. Access an annual professional development budget to level up your skills, your career, and your impact.
Set yourself up with great tools. Work with brand new, top‑of‑the‑line hardware and equipment so you can do your best work, whether you’re at home or in one of our hubs.
Modern ways of working. Roles at ScalePad are structured as remote or hybrid, with hub locations in Vancouver, Toronto, Montreal, and Phoenix. Specific work models are outlined in each posting.
Support for hybrid life. Receive a monthly stipend to help you create an effective hybrid or remote work environment.
Well‑being and time to recharge. Take care of yourself with 100% employer‑paid benefits.
Before You ApplyThis is a full‑time role for those who are eligible to work in Canada or the United States. We thank all applicants for taking the time to apply, but only candidates who make it to the next stage will be contacted.
Note on AI UseNote on AI Use: ScalePad uses AI technology to support certain administrative aspects of our hiring process, such as transcription, note‑taking, and interview documentation. These tools are strictly used to assist our team and have no influence on candidate evaluation or hiring decisions.
No recruiters, please.
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