Job Title

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 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. Type: Full-Time Location: Toronto, Canada (downtown) and remote