Customer Success Manager

We're Hiring!

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: ScalePad provides MSPs of every size with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSP’s operations, analyze and uncover new opportunities, and expand value to clients, ScalePad is equipping the MSP adventure.

ScalePad has received awards such as MSP Today’s Product of the Year, G2’s 2024 Fastest Growing Product, and 2024 Best IT Management Product. In 2023, it was named a Best Workplace in Canada by Great Place to Work™. ScalePad is a privately held company serving over 12,000 MSPs across the globe.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.
Are you prepared to advance your career as a Customer Success Manager at ScalePad?   The  Success Team is the trusted advisor for building relationships, driving product adoption, and empowering our customers to fulfill their goals.  CSM’s work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of the ScalePad solution suite.  Part coach, project manager, consultant, and product expert, our Customer Success Managers are continually focused on helping our customers improve and grow successful with ScalePad.

Responsibilities.

• Manage all strategic post-sales activity for ScalePad’s various customers segments through touch points that require product knowledge, planning, project management and the ability to quickly build rapport.
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives. 
• Leverage high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
• Proactively identify and flag churn risk and work proactively with the Account Management team to mitigate.
• Develop, test, and iterate on scaled playbooks and engagement strategies.
• Analyze customer data to create and execute engagement strategies within your customer portfolio.
• Partner with Sales, Account Management, Marketing and Product teams to provide effective customer engagements.
• Function as the voice of the customer, identifying customer trends and providing internal feedback on how ScalePad can better serve our customers.

• Maintain and update account information in Hubspot & Gainsight. 

Qualifications.

• 2+ years of B2B customer success, account management experience working with accounts of various sizes. Advantage: Experience working with a large portfolio of customers (+100).
• High prioritization skills and process orientation.
• Context switching - working with customers at different stages in the life cycle. 
• Ability to embrace the mindset of continuous improvement and actively contribute to the customer success processes and practices.
• Superb written and verbal communication skills.
• Positive attitude, empathy, and high energy.
• Ability to take initiative and adapt.
• You are a team player and customer advocate motivated by helping others succeed.
• Experience using a dynamic tech stack including Hubspot and Gainsight.

What You’ll Love Working As A Rocketeer:

• Everyone’s an Owner: Through our Employee Stock Option Plan (ESOP), each team member has a stake in our success. As we scale, your contributions directly shape our future – and you share in the rewards.
• Growth, Longevity and Stability: Benefit from insights and training from our leadership and founder, whose extensive experience in funding and scaling successful software companies creates a stable environment for your long-term career growth. Their proven track record fosters a culture of lasting success.
• Annual Training & Development: Every employee receives an annual budget for professional development, empowering you to advance your skills and career on your terms.
• Hybrid Flexibility: Enjoy a world-class office at our headquarters in downtown Vancouver, Toronto, and Montreal
• Cutting-Edge Gear: Whether in the office or at home, you’ll be set up for success with top-of-the-line hardware.
• Wellness at Work: Our Vancouver office features a fitness facility, outdoor ping-pong tables, and even a climbing wall to help you stay active and energized.
• Comprehensive Benefits: We’ve got you covered with an extensive benefits package with 100% medical and dental coverage fully employer-paid, RRSP matching after one year of employment, and even a monthly stipend to help offset the costs of the hybrid experience.
• Flexible Time Off: With our unlimited flex-time policy in addition to all accrued vacation allows you to take the time you need to recharge and thrive.

Dream jobs don’t knock on your door every day.  

ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You'll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

At ScalePad, we believe in the power of Diversity, Equity, Inclusion, and Belonging (DEIB) to drive innovation, collaboration, and success. We are committed to fostering a workplace where every individual's unique experiences and perspectives are valued, and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture, guiding our actions and decisions as we build a stronger and more inclusive future together.

Join us and be part of a team that celebrates differences, embraces fairness, and ensures that everyone has an equal opportunity to contribute and grow. Together, we're creating an environment where diverse voices are not only heard but also amplified, where everyone feels valued, and where we can all achieve our full potential.

Please no recruiters or phone calls.