Posted Jun 19, 2026

Date posted: 2026-05-15

Manager of Customer Success

Toronto, ON Apply Now

To apply: Please email the hiring manager at mark@feroot.com with your resume and a brief note on your experience.

As a Manager of Customer Success, you will lead and inspire a team of Customer Success Engineers managing a proactive, customer-results-focused Customer Success motion. You will be responsible for guiding the team, anticipating customer needs, driving measurable outcomes, and delivering consistent value across the customer lifecycle.

You will act as a people leader, coach, and change agent, balancing team development, customer outcomes, and cross-functional collaboration. This role plays a critical part in shaping how Feroot Security partners with customers and ensures Customer Success is viewed as a strategic driver of adoption, retention, and growth.

What You’ll Do

• Lead, coach, and develop a team of Customer Success Managers, fostering a culture of accountability, innovation, and customer focus

• Establish a clear vision for Customer Success and translate that vision into daily behaviors, workflows, and execution standards

• Drive a shift from reactive issue management to proactive engagement, risk identification, and value realization

• Ensure consistent execution of the customer lifecycle from onboarding through renewal and expansion

• Partner with the team to define customer goals, success criteria, and measurable outcomes

• Identify adoption barriers and customer risks early, ensuring action plans are in place before issues escalate

• Act as an escalation point for complex or high-risk customer situations, supporting structured account recovery efforts

• Leverage customer data and insights to guide prioritization, engagement strategies, and decision-making

• Provide clear visibility into customer health, adoption, and outcomes for leadership and cross-functional team

• Collaborate closely with Sales, Renewals,Marketing, Product, Support, to deliver a unified customer experience;

• Advocate internally for customer needs and outcomes to influence product improvements and operational enhancements;

• Lead change effectively as products, processes, and business models evolve.

Requirements (Must-Have)

• 5+ years managing global Customer Success teams providing 7x24x365 service levels

• Experience building and managing Sales to Customer Success process and hand-offs

• Experience building and managing customer onboarding process driving to outcome achievement against outcomes

• Ability to speak to customers in business and technical language

• A strong strategic vision for the customer experience,, and customer support

• Develop delivery models that align with current customer segments, deliver customer value and scale with growth projections

• A strong customer advocate with the ability and willingness to engage directly with customers

• Ability to communicate well with individuals, teams, partners and at industry level events

• A track record of developing and mentoring great talent, and building and motivating high achieving teams

• The skills to be a data-driven decision maker, with a willingness to experiment and iterate

• Effective and productive collaborator to drive cross-functional initiatives

• Empathy, humility and listening skills

Preferred Skills (Bonus)

• Familiarity with compliance frameworks such as PCI DSS 4.0.1 and HIPAA.

• Experience with privacy and regulatory standards like CCPA and GDPR.

• Knowledge of containerization, AWS, and modern development best practices.

• Experience with relational databases and SQL.

How to apply

Interested candidates should email the hiring manager at **mark@feroot.com. Please include your resume and a short introduction outlining your background and interest in the role.

Type: Full-Time

Apply Now