Senior Manager, Customer Success (GTA - Remote)

At CanadaHelps we believe in the power of generosity - not just for those who receive it, but for everyone it touches. Every act of generosity sparks connection, inspires change, and brings people together. This is an opportunity to join something bigger: a movement that fuels progress, strengthens communities, and reminds us of whats possible when we come together.

We are a dedicated team of entrepreneurial-minded peers who believe in a world where everyone can thrive. We offer a flexible, inclusive environment built on growth, ambition, and shared success.

CanadaHelps provides the most comprehensive and flexible range of giving solutions for donating to any charity in Canada, and we partner with charities of all sizes to ensure they have the tools they need to achieve their goals. Over the past 25 years weve helped raise over $3.7B for Canadian charities.

Generosity is right here.

About the role:

As the Senior Manager of Customer Success at CanadaHelps, you will be responsible for leading the Customer Success team, developing and executing strategies to ensure customer satisfaction, retention, and success. You will play a pivotal role in building and managing the team, tracking and reporting on customer success metrics, collaborating with various departments, and ensuring the successful onboarding and ongoing support for charities using our platform. This role requires a proactive and customer-centric approach, strong leadership skills, and the ability to drive results in a fast-paced environment.

This is a 14 month contract role (Maternity leave). This position is remote but may require to be in-office in Toronto for team collaborations.

What youll Do: (Primary Responsibilities)

• Develop and Execute Customer Success Strategies
  • Develop and implement customer success strategies to drive customer satisfaction, retention, and growth.
  • Identify opportunities for improvement and implement initiatives to enhance the overall customer experience.
  • Work closely with cross-functional teams to align customer success initiatives with company goals and objectives.

• Build and Manage a Customer Success Team
  • Recruit, onboard, and mentor customer success team members. Foster a culture of accountability, collaboration, and continuous development.
  • Provide ongoing coaching, mentorship, and professional development opportunities.

• Track and Report on Customer Success Metrics
  • Establish and monitor key customer success metrics, including Customer Health Score and Dashboard Monitoring.
  • Analyze data to identify trends, patterns, and areas for improvement.
  • Prepare regular reports and presentations for senior management, highlighting successes, challenges, and recommendations.

• Collaborate with Other Teams:
  • Facilitate Voice of Customer initiatives to gather feedback and insights from customers.
  • Collaborate with Sales, Product Development, Marketing, and Operations and Leadership teams to ensure a seamless customer experience.
  • Act as a liaison between customers and internal teams, advocating for customer needs and priorities.

• Charity O/S Onboarding / Success Prelaunch Planning
  • Oversee the onboarding process for new charities joining the platform, ensuring a smooth transition and successful launch.
  • Develop prelaunch planning strategies to set charities up for success from the outset.
  • Work closely with internal stakeholders to address any technical, operational, or logistical challenges during onboarding.

• Top Charity Account Management
  • Serve as the primary point of contact for top-tier charity accounts, building strong relationships and driving value.
  • Understand the unique needs and objectives of each charity and develop customized success plans.
  • Proactively identify upsell and cross-sell opportunities to maximize revenue and customer satisfaction.

What you will bring to the table (experience):

• Bachelor's degree in Business Administration, Marketing, or a related field
• 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership or managerial role.
• Proven track record of developing and executing successful customer success strategies.
• Strong analytical skills and experience with customer success metrics and reporting.
• Excellent communication, presentation, and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
• Experience working in the nonprofit sector or with nonprofit organizations is an asset.