Integrity Advocate Careers
Senior Manager, Customer Success (Full Lifecycle)
Canada · Senior
Work authorization requiredDetected 23 days ago
Computer VisionHubSpotCRMAccount ManagementForecastingPerformance ManagementCustomer SuccessCustomer SupportLeadershipCommunicationMentoringOrganizational Skills
About the role
- 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.
- You are a strategic operator and relationship-builder who thrives in high-growth environments.
- Success in this role is measured through customer retention, expansion revenue, product adoption, customer satisfaction, operational performance, and team effectiveness.
Responsibilities
- Own the Entire Customer Lifecycle Serve as the executive owner of the customer journey from implementation through renewal and expansion.
- 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.
- 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.
Requirements
- What You Have 7+ years of experience in Customer Success, Account Management, Customer Operations, or related client-facing leadership roles within SaaS or technology companies.
- 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.
Benefits
- 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.
- Total compensation is determined by factors such as market salary data within Canada, technical skills, experience and internal pay equity.
- About Integrity Advocate Integrity Advocate is transforming trust and security in online learning by ensuring that the right individuals complete training and certifications without cheating or compromising privacy.
Company info
- Ensure customers achieve measurable business outcomes and realize maximum value from Integrity Advocate solutions.
- Develop executive business reviews and strategic account plans for key customers.
- We offer unlimited Paid Time-Off and a generous Work-from-Anywhere Policy.
Equal opportunity
- equal opportunity employer.
Visa & Work Authorization
- riven company that values integrity, creativity, and excellence Candidates must be located within Canada and be legally authorized to work in Canada
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This listing is sourced directly from Integrity Advocate Careers's careers page and normalized into a canonical job model.