Senior Manager, Sales and Customer Success

Aspire Software

. Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability .

Posted 9/15/2026full-timeRemote • CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading high-performing Customer Success and Account Management teams, with a strong focus on Net Revenue Retention, forecasting, and customer health metrics. Proven ability to create scalable processes and playbooks that drive customer engagement and revenue growth.

Highest-signal resume keywords

Customer Success ManagementNet Revenue RetentionForecasting and Pipeline ManagementTeam LeadershipProcess Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health ScoringChurn PreventionRevenue Target ManagementPerformance ManagementData Analysis

Soft Skills

CoachingStrategic PlanningExecution

Tools & Technologies

CRM PlatformsCustomer Success Systems

Industry Keywords

SMB SalesMid-Market SalesAccount ManagementCustomer EngagementExpansion Opportunities

About the role

Key responsibilities & impact

Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability
Recruit, onboard, coach, and develop Account Managers and Customer Success professionals
Create scalable customer journeys and playbooks across onboarding, adoption, retention, renewal, and expansion
Improve Net Revenue Retention by reducing preventable churn and creating a consistent expansion motion
Establish forecasting and pipeline management for renewals, upsells, cross-sells, and customer revenue opportunities
Introduce a scalable operating model balancing high-touch strategic-customer engagement with 1-to-many SMB programs
Build visibility into customer health, revenue risk, and expansion potential
Design and document playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention
Establish customer health scoring, early-warning indicators, escalation paths, and cross-functional operating processes
Own performance against Net Revenue Retention, renewal, churn, and expansion targets
Build accurate weekly, monthly, and quarterly forecasts
Track lifecycle performance metrics and use product, engagement, commercial, and CRM data to identify risks and opportunities
Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps
Provide leadership with insights into performance, trends, risks, and opportunities

Requirements

What you’ll need

5+ years of experience in Customer Success, Account Management, Sales, or a related commercial function
2+ years of direct people management or team leadership experience
Demonstrated success hiring, onboarding, coaching, and developing customer-facing teams
Experience operating in a high-volume SMB and/or Mid-Market environment
Strong commercial instincts with experience managing renewals, expansion opportunities, contract negotiations, and revenue targets
Proven ability to build processes, playbooks, operating cadences, or functions rather than simply working within established ones
Strong understanding of Customer Success metrics including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health
Strong forecasting, pipeline management, and performance management capabilities
Experience using CRM and Customer Success platforms to improve visibility, automation, and team effectiveness
Comfort working with data and translating performance metrics into concrete actions
Ability to move between strategic planning and hands-on execution

Benefits

Comp & perks

Competitive base+bonus compensation structure
Comprehensive health coverage, including dental and vision
Flexible time off policy