Senior Manager, Customer Success Strategy & Journey Management
$118,400–$148,000 year
On-siteMississauga, Ontario, Canada
Job Summary
Design and manage end-to-end customer journey strategies across onboarding, activation, growth, retention, and renewal for SMB, Mid-Market, and Strategic clients. Develop customer journey maps by segment, create segmentation frameworks based on portfolio value and risk profile, and define service tiers aligned to lifecycle milestones. Partner with Sales, Product, Operations, and Marketing leadership to improve post-sale experiences, establish governance and escalation processes using service metrics, and lead voice-of-customer programs to drive product and operational improvements. Build vertical-specific success playbooks for Retail, Healthcare, E-commerce, and other industries. Work a 9am-5pm schedule; sponsorship not offered.
Required Qualifications
- 10+ years of experience in customer success strategy, customer lifecycle design, or customer experience program management
- 10+ years of experience in segmentation strategy, service model design, and lifecycle engagement frameworks
- 8+ years of experience in analyzing customer, operational, and service performance data using tools such as SQL, Tableau, Power BI, or Excel
- 8+ years of experience in cross-functional program leadership across Product, Sales, Operations, Marketing, Support, and Relationship Management teams
- 6+ years of experience in customer journey mapping, process improvement, and operational governance
- 6+ years of experience in CRM and customer success platforms such as Salesforce, Gainsight, HubSpot, or similar systems
- 6+ years of equivalent combination of educational background, related experience, and/or military experience
- Applicants must be legally authorized to work in Canada to be considered for this position
- Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role
Desired Qualifications
- Experience building customer success programs for merchant acquiring or payment acceptance solutions
- Experience supporting vertical-specific engagement models for Retail, Restaurant/QSR, Healthcare, or E-commerce clients
- Experience with voice-of-customer methodologies, NPS, CSAT, or retention analysis programs
- Experience presenting strategy recommendations and performance insights to senior leadership
- Experience aligning digital engagement programs with high-touch service models
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.