Manager of Customer Success

As a Manager of Customer Success, you will lead and inspire a team of Customer Success Engineers managing a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team, anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle.

You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Feroot Security partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus
• Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards
• Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization
• Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion
• Partner with the team to define customer goals, success criteria, and measurable outcomes
• Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalate
• Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts
• Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making
• Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional team
• Collaborate closely with Sales, Renewals,Marketing,  Product, Support, to deliver a unified customer experience;
• Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;
• Lead change effectively as products, processes, and business models evolve.

Requirements (Must-Have)

• 5+ years managing global Customer Success teams providing  7x24x365 service levels
• Experience building and managing Sales to Customer Success process and hand-offs
• Experience building and managing customer onboarding process driving to outcome achievement against outcomes
• Ability to speak to customers in business and technical language
• A strong strategic vision for the customer experience,, and customer support
• Develop delivery models that align with current customer segments, deliver customer value and scale with growth projections
• A strong customer advocate with the ability and willingness to engage directly with customers
• Ability to communicate well with individuals, teams, partners and at industry level events
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• Effective and productive collaborator to drive cross-functional initiatives
• Empathy, humility and listening skills

Preferred Skills (Bonus)

• Familiarity with compliance frameworks such as PCI DSS 4.0 and HIPAA.
• Experience with privacy and regulatory standards like CCPA and GDPR.
• Knowledge of containerization, AWS, and modern development best practices.
• Experience with relational databases and SQL.

Type: Full-Time

Location: Toronto, Canada (downtown) and remote