[Hiring] Senior Manager, Customer Success @Integrity Advocate

Role Description

The Senior Manager, Customer Success (Full Lifecycle) is responsible for owning and optimizing the entire customer journey - from implementation and onboarding through adoption, renewal, expansion, advocacy, and retention. This leader will build deep client relationships while developing scalable customer success strategies, operational excellence, and high-performing service teams.

You are a strategic operator and relationship-builder who thrives in high-growth environments. You understand how to drive customer outcomes, build repeatable processes, lead teams, and turn customers into long-term advocates. Success in this role is measured through customer retention, expansion revenue, product adoption, customer satisfaction, operational performance, and team effectiveness.

This role oversees the full post-sale customer organization, including Customer Success, Customer Support, and Proctoring Operations. This role is part of the Revenue Team and will report directly to the CEO.

What you'll do

• Own the Entire Customer Lifecycle
  • Serve as the executive owner of the customer journey from implementation through renewal and expansion.
  • Ensure customers achieve measurable business outcomes and realize maximum value from Integrity Advocate solutions.
  • Build trusted relationships with stakeholders across client organizations, from administrators to executive leadership.
  • Drive customer retention, product adoption, satisfaction, and long-term account growth.
  • Develop customer advocacy programs that generate references, testimonials, case studies, and referrals.
• Lead Customer Success Strategy & Operations
  • Design and evolve the Customer Success operating model, including segmentation, service tiers, engagement models, lifecycle playbooks, KPIs, and capacity planning.
  • Build scalable onboarding, implementation, training, renewal, and account management processes.
  • Create proactive health scoring and churn prevention frameworks.
  • Establish and monitor customer success metrics including:
    • Gross and net revenue retention
    • Renewal rates
    • Expansion revenue
    • Time-to-value
    • Product adoption
    • CSAT/NPS
    • Support SLAs
    • Churn risk indicators
  • Own CRM hygiene, forecasting, customer reporting, and operational dashboards.
• Drive Revenue Growth & Retention
  • Identify upsell, cross-sell, and expansion opportunities across the customer base.
  • Partner closely with Sales and Leadership to drive account growth strategies.
  • Lead renewal conversations and commercial negotiations to secure mutually beneficial outcomes.
  • Proactively manage churn risks and execute retention strategies.
  • Develop executive business reviews and strategic account plans for key customers.
• Lead Customer-Facing Teams
  • Directly lead and develop Customer Success team members through coaching, mentoring, performance management, and career development.
  • Oversee managers responsible, when applicable, for Customer Support and Proctoring Operations, ensuring alignment across all customer-facing functions.
  • Establish service standards, SLAs, escalation protocols, and operational best practices across teams.
  • Build hiring plans, onboarding programs, and performance frameworks for the broader customer organization.
  • Foster a culture of accountability, customer obsession, continuous improvement, and operational excellence.
• Serve as Executive Escalation Lead
  • Act as the senior escalation point for complex customer issues and high-priority situations.
  • Lead cross-functional coordination during critical customer incidents.
  • Run post-mortems and implement preventative process improvements.
  • Ensure consistent execution of customer-facing playbooks and communication standards.
• Collaborate Cross-Functionally
  • Partner with Product, Engineering, Operations, Partnerships, and Corporate Services to improve customer outcomes and influence product strategy.
  • Bring customer insights and feedback into roadmap and operational planning discussions.
  • Help shape scalable systems, automation, and AI-driven customer workflows as the organization grows.
• Additional Responsibilities
  • Maintain CRM and pipeline accuracy (HubSpot).
  • Support strategic initiatives and operational projects as assigned by leadership.
  • Contribute to building a world-class customer experience organization as the company scales.

Qualifications

• 7+ years of experience in Customer Success, Account Management, Customer Operations, or related client-facing leadership roles within SaaS or technology companies.
• 3+ years of people leadership experience managing customer-facing teams and/or managers.
• Proven success owning the full customer lifecycle including onboarding, implementation, renewals, expansion, and retention.
• Demonstrated experience building or scaling Customer Success functions, processes, and playbooks.
• Strong commercial acumen with experience driving renewals, upsells, and revenue growth.
• Experience managing escalations and navigating high-stakes customer conversations.
• Exceptional communication and executive relationship management skills.
• Strong operational mindset with experience using data and analytics to drive decision-making.
• Experience working cross-functionally in fast-paced, high-growth environments.
• Highly organized with exceptional attention to detail and follow-through.
• Experience with CRM and customer success platforms (HubSpot preferred).
• Experience in education technology, compliance technology, workplace safety, or regulated industries is considered an asset.
• Bachelor’s degree in Business, Marketing, Communications, or related field preferred.

Requirements

• Establish a scalable customer success operating framework.
• Improve customer retention and renewal performance.
• Build stronger onboarding and adoption processes that reduce time-to-value.
• Develop measurable expansion revenue programs.
• Strengthen customer satisfaction and advocacy.
• Create operational alignment across Customer Success, Support, and Proctoring teams.
• Build a high-performing customer organization capable of supporting company growth.

Benefits

• You will have an exceptional impact and shape the company's future, rather than just being a small cog in the wheel at a bigger company.
• Be part of a growing, passionate team dedicated to working on exciting projects that leverage artificial intelligence and computer vision.
• Meaningful opportunities for professional growth and development.
• Work in a flexible, fully remote environment.
• We offer unlimited Paid Time-Off and a generous Work-from-Anywhere Policy.
• Group Insurance coverage that includes Health, Dental, Life Insurance, AD&D, & Employee Assistance Program.
• RRSP, Health Spending & Wellness Spending Accounts, Maternity Top-Up Program and Professional Development budget.
• Contribute to our mission-driven company that values integrity, creativity, and excellence.
• Candidates must be located within Canada and be legally authorized to work in Canada.
• Total compensation is determined by factors such as market salary data within Canada, technical skills, experience and internal pay equity.
• Integrity Advocate is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of race, gender, age, religion, disability, sexual orientation, or any other legally protected status.
• Reasonable accommodations are available upon request for candidates taking part in all aspects of the recruitment process.
• We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing applications. These tools support our team and do not replace human judgment. All hiring decisions are made by people.