Role Summary:The Senior Manager - Customer Success will be responsible for operating and leading Maya HTT's Customer Success function, evolving it from a renewals-focused operation into a proactive, value-driven customer lifecycle organization measured on Net Revenue Retention (NRR). This role will have primary oversight of customer retention, satisfaction and expansion by developing structured engagement models, leading the Renewal Account Management team, and partnering closely with Sales, Operations, Pre-Sales, Marketing and Support.
Key Responsibilities:Customer Success Strategy & Operating Model
- Refine, implement and execute Maya HTT's Customer Success strategy
- Establish customer segmentation (high-touch, mid-touch, low-touch)
- Design and operationalize the end-to-end customer lifecycle
- Develop Customer Success playbooks (onboarding, adoption, retention, expansion)
- Constantly analyze our data sets for emerging themes/trends/usage patterns and collaborate with Marketing and Sales to implement real time solutions against them
Team Leadership & Development
- Lead and develop a growing team of Renewal Account Managers
- Evolve the team into Customer Success Managers over time
- Recruit experienced Industry CSMs into expansion roles at Maya HTT
- Establish performance metrics, coaching frameworks, and career paths
- Drive a customer-centric culture across the organization
Retention & Revenue Growth
- Lead Gross Revenue Retention (GRR) performance and establish the foundation to transition toward Net Revenue Retention (NRR), incorporating expansion, upsell, and cross-sell motions.
- Drive proactive renewal management and reduce churn risk
- Identify and partner with Sales on expansion opportunities
- Build a predictable renewal and expansion pipeline
Customer Engagement & Experience
- Establish structured engagement models (QBRs, executive alignment, success planning)
- Implement customer health scoring and risk identification
- Ensure consistent and high-quality customer interactions across segments
Cross-Functional Alignment
- Partner with:
- Sales (handoffs, expansion strategy)
- Services (delivery alignment, value realization)
- Support (issue resolution, escalation management)
- Sales Operations (systems, reporting, process optimization)
Systems, Data & Insights
- Define Customer Success KPIs and dashboards
- Leverage Salesforce and other tools to track:
- Customer health
- Renewal forecasts
- Adoption and engagement metrics
- Use data to drive decision-making and continuous improvement
Qualifications:- 7+ years of experience in Customer Success, Account Management, or related roles
- Proven experience building or scaling a Customer Success function
- Excellent communication skills in French and English (The position requires regular interaction with colleagues, suppliers and customers based outside of Quebec, nationally and internationally).
- Strong understanding of SaaS, software, or services-based business models
- Experience managing renewals, retention, and expansion revenue
- Demonstrated leadership and team development capabilities
- Strong cross-functional collaboration skills
- Experience working with CRM systems (Salesforce preferred)
Why join Maya HTT?- Flex Working Hours and Hybrid Work. Office downtown Montreal, 2-minute walk from Atwater Metro.
- Permanent Position and Competitive Base Salary.
- 100% Employer-Paid Benefits starting from Day One: Medical, Dental, Vision, Life, Short/Long Term disability insurances.
- Retirement Savings: Group RRSP / DPSP Plan with Employer Contributions open to join from Day One
- Career Growth Opportunities: Our flexible career paths allow you to grow, and we like to promote internally.
- Learning Opportunities: Learn from the best in the industry and develop your skills.
- Generous Time-Off Policy: We promote a Healthy Work-Life Balance with a Flexible PTO Policy, Sick/Personal Days, and a Summer Flex Schedule.
- Structured Onboarding Program: We're invested in your success; you'll have team members to support you and provide a wide range of assistance from Day One.
Our Candidate Experience Flow: HR Screen - Virtual Interviews using Microsoft Teams - Job Offer
