Customer Success Manager / CSM

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. You will lead the strategic direction and execution of customer success initiatives to ensure partner satisfaction, program excellence, and measurable fundraising impact. You will serve as the senior relationship owner for key clients, providing consultative guidance to maximise program performance, revenue growth, and long-term sustainability.
You will oversee a high-performing team focused on account management, project delivery, and client success, fostering a culture of collaboration, accountability, and client-first thinking. Working closely with cross-functional teams, you will ensure seamless, compliant delivery of lottery programs while continuously improving how we engage, support, and grow our partner relationships. You will also represent the customer success function in executive discussions and contribute to the ongoing evolution and growth of Stride's partner programs.
Act as the primary relationship owner for key partner accounts, ensuring alignment, engagement, and satisfaction throughout the client lifecycle.
Develop and execute strategic account plans that drive measurable revenue growth and maximise fundraising impact for our partners.
Serve as a trusted consultant to partners, advising on program strategies, optimisation opportunities, and long-term sustainability.
Oversee cross-functional readiness and delivery of client programs, ensuring accuracy, compliance, and high-quality execution.
Collaborate closely with internal teams, including Marketing, Legal, Finance, Technology, and Operations, to ensure seamless program delivery and regulatory adherence.
Lead regular business reviews and executive-level presentations with clients, leveraging data and insights to demonstrate program impact.
Manage timelines, risks, and issue resolution in partnership with internal teams and clients to ensure successful program outcomes.
Mentor and lead a high-performing team focused on account management, project delivery, and client success.
Foster a culture of accountability, collaboration, and client-first thinking within the Customer Success Management team.
Contribute to organisational planning and strategic discussions to support growth, partner management, and program evolution.
Extensive experience in customer success, account management, or other client-facing roles, preferably in a B2B or professional services environment,
Strong communicator, both verbal and written, with confidence presenting to senior and executive-level stakeholders,
Demonstrated leadership skills with a track record of building and managing high-performing teams,
Proven ability to develop and execute strategic account plans that drive revenue growth and partner satisfaction,
Solid project or program management experience overseeing complex, multi-stakeholder engagements,
Strong financial and analytical skills, comfortable using data and insights to inform decisions and recommendations,
Confident in dealing with a wide variety of partners, navigating competing priorities, and managing escalations,
Advanced computer skills, including proficiency with CRM and collaboration tools, and the ability to quickly learn new systems and platforms
Commitment to Diversity, Equity and Inclusion across the employee career journey,
An Employee Assistance Program where you can access counselling and coaching sessions,
Focus on talent management, including career and skills development,