Job Description
JOB TITLE: Sr. Customer Success Manager
REPORTS TO: Director of Customer Experience
DIVISION / DEPARTMENT: Customer Experience
LOCATION: Virtual Office with quarterly company team meetings in Toronto
WHO WE ARE:
We're Agility, a Content Management System (CMS) built for performance, freedom, and scale. We empower developers to build without technical blockers and give marketers the tools to move faster. But what really sets us apart? Best-in-class customer experiences.
We're a team of curious, motivated, and genuinely helpful humans who keep things simple, approachable, and real. If you're the type who loves building meaningful relationships and turning customers into champions, keep reading.
PRIMARY PURPOSE:
We're looking for an exceptional Senior Customer Success Manager to join our growing team. You'll be handed a portfolio of customers and trusted to make those relationships even better.
This isn't just about retention. It's about growth, strategic thinking, as well as being an advocate and extension of the team for our top accounts. You'll play a pivotal role in onboarding, driving adoption, expansion, and ensuring every customer gets real value from Agility CMS.
You'll have the autonomy to run your book of business like a boss, but the support of a tight-knit team that's got your back.
OWNERSHIP:
From onboarding to renewal (and everything in between) it's about deepening adoption and growing with Agility. Truly owning their experience with our platform.
RESPONSIBILITIES:
- Take immediate ownership of a portfolio of customers, building trust and delivering value from day one.
- Lead onboarding and implementation of new customers, ensuring a smooth, fast time-to-value, with a seamless transition from sales.
- Drive customer engagement and satisfaction through proactive relationship management and tailored success strategies.
- Identify risks before they become problems and solve them with confidence.
- Work with our customers to help discover and execute on expansion opportunities (upsells, cross-sells) to help meet their growing needs.
- Partner with Sales, Product, and Marketing to advocate for your customers and influence the roadmap.
- Analyze customer data and success metrics to continuously improve outcomes.
- Run compelling QBRs that connect business impact to customer goals.
- Design scalable engagement initiatives like training sessions, webinars, and customer enablement programs.
- Always---always---represent the voice of the customer.
- Other duties and projects as assigned, in alignment with team and organizational goals.
QUALIFICATIONS:
- You have 7+ years of experience in Customer Success, Account Management, or a related SaaS role.
- You've managed enterprise accounts and know how to build trust across stakeholder levels.
- You're confident, consultative, and always a step ahead of your customers' needs.
- You've led onboarding, grown revenue, and built long-term retention strategies.
- You're fluent in customer data, success metrics, and platforms like HubSpot (or similar CRMs).
- You're a natural collaborator who thrives in a cross-functional environment.
- You're independent, resourceful, and self-motivated. Remote work? No problem.
- Spanish fluency is a plus (but not required).
- Ability to build trusting relationships with co-workers and customers while living our core values day-to-day.
BENEFITS:
- Full medical and dental benefits
- 100% remote work (with quarterly in-person team meetups)
- A clear career path---we're growing, and we want you to grow with us
- Regular team events: coffee chats, cooking classes, BBQs, game nights, and more
- Cool swag (because yes, swag matters)
- Access to industry thought leaders and cutting-edge learning opportunities
- Check out our values
