Customer Service Manager Csm H/F

Job Title: Director, Customer Success Management
At Stride, we proudly partner with foundations and not-for-profit organizations to raise critical funds through professionally managed lottery programs. Our work helps generate millions of dollars annually in support of life-changing healthcare initiatives, groundbreaking research, and essential community services across Canada. By combining strategic insight, operational excellence, and a deep commitment to our clients’ missions, we help deliver high-impact results that make a real difference in the lives of Canadians.

We are seeking a client-focused, strategic leader to join our team as Director, Customer Success Management. In this role, you will be accountable for nurturing and expanding partner relationships, ensuring successful program delivery, and consulting with clients on strategies that maximize impact and fundraising outcomes. By helping our customers through executing highest-performing lottery programs, you’ll drive meaningful revenue growth for our partners - growth that in turn fuels Stride’s success.
You will serve as the senior relationship owner for key clients, building long-term trust while aligning Stride’s solutions with partner goals. You will also oversee a high-performing team focused on account management, project delivery, and client success - ensuring every engagement delivers measurable impact, regulatory compliance, and sustained partner growth.
The ideal candidate brings deep expertise in account management, customer success, and consultative relationship-building, coupled with strong program delivery oversight and leadership skills.

Customer Success & Partner Growth
Act as the primary relationship owner for accounts, ensuring alignment, engagement, and satisfaction from onboarding through renewal.
Serve as a trusted consultant to partners - advising on strategies that increase program impact, fundraising outcomes, and long-term sustainability.
Develop and execute strategic account plans that align with client objectives, delivering measurable revenue growth for partners and Stride.
Conduct regular business reviews and executive-level presentations with clients, leveraging analytics and insights to demonstrate impact.
Proactively monitor partner health and act as an escalation point to ensure long-term satisfaction and program success.

Project Delivery, Compliance & Program Execution
Oversee cross-functional readiness and execution of client programs, ensuring accuracy, compliance, and high-quality delivery.
Ensure all programs adhere to required processes, including licensing, financial reporting, project budgeting, and delivery standards.
Partner with Legal, Finance, Technology, Product, IT and Operations to confirm programs and processes continue to meet regulatory obligations in all jurisdictions.
Manage timelines, milestones, risks, and issue resolution in collaboration with internal delivery teams, partners and customers.
Support post-program reviews to capture learnings, measure outcomes, and refine processes for continuous improvement.
Ensure the team is empowered with tools, insights, and support to deliver excellence across all partner engagements.
Contribute to organizational planning and executive-level discussions on growth, partner management, and program evolution.

Bachelor’s degree in business or related field; MBA or advanced degree preferred.

• 8+ years of experience in customer success, account management, or client-facing roles, ideally in a B2B or professional services environment.
• Strong background in project or program management with external clients.
• 6+ years of leadership experience building and managing high-performing teams.
• Proven ability to consult with clients and grow revenue through high-impact program strategies.
• Strong Asset: Project management delivery experience (PMP or similar) preferred.