[Hiring] Manager, Customer Success @Schema App

Role Description

We are hiring a Manager, Customer Success to lead and develop a high-performing Customer Success team that helps Enterprise customers realize measurable value, build strategic partnerships, renew with confidence, and expand their adoption of Schema App.

The Manager, Customer Success leads, coaches, and develops a team of Customer Success Managers to deliver exceptional customer outcomes, build strategic relationships, and drive retention and growth.

• Establish clear processes, performance expectations, and accountability to ensure consistent execution across the customer base.
• Oversee customer health, adoption, renewal readiness, expansion opportunities, and revenue forecasting, proactively addressing risks and coaching the team to success.
• Own the team's execution of renewals and expansion opportunities, ensuring Customer Success operates as a revenue-responsible function while maintaining strong customer partnerships.
• Collaborate closely with Customer Delivery, Sales, Product, and Engineering to deliver a seamless customer experience and support Schema App's growth.

Reporting to the Director, Customer Success & Delivery , you are an experienced SaaS people leader who combines strong coaching skills, commercial acumen, and operational discipline to drive team performance and customer success.

Qualifications

• Experience in leading Customer Success teams in a SaaS environment.
• Strong coaching and mentoring skills.
• Commercial acumen and operational discipline.

Requirements

• Hire, onboard, coach, and develop CSMs who take ownership of customer and commercial outcomes.
• Set clear goals and scorecards, provide regular feedback, address performance gaps, and conduct quarterly talent and coaching reviews.
• Own team performance against retention, renewal, and expansion goals.
• Coach CSMs on early renewal planning, value-based business cases, qualified growth opportunities, and commercial conversations.
• Maintain accurate forecasts, clear close plans, and early visibility into risk.
• Ensure customers have clear success plans, adoption goals, and credible evidence of progress.
• Improve Business Reviews and proactive recommendations so customers understand results and next steps.
• Establish consistent account standards, current customer records, and operating rhythms that surface risk and guide decisions.
• Actively use and continuously improve AI to become more effective and efficient in daily work.

Benefits

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development.
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don’t work on your birthday.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse smart team! The more inclusive we are, the better our work will be.

Success Metrics

• Achievement of the annual Customer Success targets for NRR and GRR.
• 100% of renewals completed by their contractual deadline, with no avoidable overdue renewals.
• 85% average customer health score.
• At least 90% Business Review satisfaction, with consistent adoption of the defined Business Review standard across eligible customers.