[Hiring] Customer Success Manager @Teamwork.com

Role Description

As a Customer Success Manager, you will own a named book of professional-services customers and act as their primary point of contact throughout their lifecycle with Teamwork.com. You are accountable for adoption, value realisation, renewals, and expansion identification, and your performance is measured against Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).

• Own the renewal commercially, leading the conversation, negotiating terms, and carrying the number.
• Ensure Teamwork.com helps customers deliver client work more efficiently and profitably.
• Run onboarding from start to finish, working alongside Professional Services on data migration and technical setup.
• Carry the relationship through adoption and renewal.
• Work closely with Support, Sales, and Product to give customers a consistent experience.
• Keep a clear view of upcoming renewals, customer health, and the value delivered.
• Own renewal preparedness and risk identification.
• Work with Sales to progress the expansion signals you spot.

This role is ideal for a commercially confident CSM who is ready to own a book of business, lead their own renewals, and take full accountability for retention outcomes within a scaling Customer Success organisation.

AI is part of how this team works every day. We use it to take the manual effort out of account management, which frees up time for the customer conversations that drive retention.

Responsibilities Include:

• Portfolio Ownership: Proactively manage a dedicated book, driving deep product adoption, health, and retention across the entire customer lifecycle.
• Executive Business Reviews (EBRs): Lead regular strategic reviews with agency leadership to demonstrate ROI, visualize utilization data, and align Teamwork.com with their bottom-line profitability goals.
• Expansion & Commercial Health: Partner closely with Account Executives and Renewals managers to spot growth signals, mitigate churn risks early, and unlock expansion revenue within your patch.
• Workflow Architecture: Act as an expert on agency operations, mapping their specific business processes to Teamwork.com's advanced capabilities.
• Voice of the Customer: Code and document client feedback, feature requests, and operational friction points to advocate for your portfolio directly with our Product and Engineering teams.
• Playbook Innovation: Contribute to internal customer success playbooks, health-scoring models, and retention strategies to optimize our team's performance.

Qualifications

• 3–5 years of experience as a dedicated Customer Success Manager or Account Manager managing a B2B SaaS portfolio (Mid-Market or Enterprise tier preferred).
• This is a remote role. You must be based in Ontario and have the legal right to work in Canada.
• Agency / Professional Services Knowledge: Understanding of billable hours, project margins, and utilization rates.
• Consultative Communication: Exceptional ability to build trust quickly and lead value-driven presentations.
• Data-Literal: Comfortable diving into customer health metrics, CRM tools (HubSpot/Salesforce), and CS platforms.
• The Underdog Mindset: Proactive doer who thrives in a fast-paced environment.

Requirements

• Customer Adoption & Outcomes: Help customers reach their business outcomes through feature adoption.
• Renewal Readiness & Retention: Maintain visibility of renewal dates, health, risks, and next steps.
• Expansion Identification: Identify expansion through increased usage and broader product adoption.
• Account Ownership & Communication: Run effective customer cadence, onboarding follow-ups, and adoption reviews.
• Operational Excellence: Ensure customer notes, health signals, and renewal context are accurate and up to date.

Benefits

• Employee Share Options (ESOP) — we mean what we say when we say, “act like an owner”!
• Competitive salary & OTE (as applicable)
• Up to 30 days vacation from day 1
• Pension (401K), Dental and Health Insurance benefit
• Give Back and Mentoring program
• Wellbeing programs
• Educational resources and generous allowance to support development
• Inclusive policies - maternity, paternity & parent leave, as well as a focus on flexible working
• Recognition programs