Manager, Customer Success

Resolver is seeking a Manager, Customer Success to lead a team within their Security and Investigations (S&I) division. This hybrid role focuses on driving revenue growth and customer retention by coaching Customer Success Managers to qualify and close sales leads. The manager will collaborate with internal stakeholders, identify risks, and develop best practices for customer satisfaction. Key responsibilities include team development, performance management, and contributing to strategic direction, ensuring the team excels in achieving objectives and advancing their careers.

Must Have

• Lead Customer Success team to qualify, develop, and close sales leads through coaching and goal setting.
• Collaborate with internal stakeholders (Professional Services, Legal, Information Security) to ensure timely deal closure.
• Identify areas of risk within deals/funnel and assist CSMs in overcoming challenges.
• Motivate, mentor, and coach team members to exceed expectations and achieve Key Results.
• Manage performance effectiveness with continuous feedback.
• Work with the team to advance their skills and careers.
• Manage and resolve customer escalations with CSMs and internal stakeholders.
• Develop and implement playbooks for customer satisfaction best practices.
• Participate and contribute to the overall back-to-base strategy within the division.
• Collaborate with executives and stakeholders to establish sales targets and priority markets.
• Develop sales and retention motions to drive success within Customer Success.
• 2-4 years in a sales leadership position.
• Bachelor’s Degree (or equivalent).
• Up to 5 years of sales experience.

Good to Have

• Experience with software and/or technology.

Perks & Benefits

• 100% employer-paid health, dental & vision benefits from day one.
• External learning budget for professional development.
• Regular learning workshops (e.g., Time Management, Self-Awareness, Giving Feedback).
• E-learning opportunities for remote team members.
• Career Development Program for internal growth.
• Coaching Program for all managers.
• Open vacation policy (average 3-4 weeks off per year).
• Best-in-class parental leave top-up (100% for 15 weeks for new parents, plus 5 weeks for birth mothers).
• RRSP matching up to 2.5%.
• Flexible work options (remote, in-office, or hybrid).
• In-office perks: snacks, beverages, ping pong, group lunches, karaoke, games.
• Opportunities for team socials.

Description

Position at Resolver

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. For this particular position we're looking for someone who can collaborate with the team in person a few times a month!

We are searching for a Manager, Customer Success to join our growing S & I (security and investigations) team. This role gives you the opportunity to lead a team of customer success managers to promote revenue and retention success.

This is a key role and you will be at the pinnacle of leading the Customer Success team and develop and close sales leads through coaching and setting goals. You will collaborate with a plethora of internal stakeholders making sure that new business travels through the organization in a swift and effective manner.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform gives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada’s Great Places to Work six years in a row!

Your day to day - let's break it down!:

Revenue Growth (35%)

Measure of Success: Motivates to sustain maximum energy. Advise on how to win and help develop improve selling capabilities.

• Lead the Customer Success team to qualify, develop and close sales leads through goal setting and coaching.
• Collaborate with internal stakeholder teams (Professional Services, Legal, Information Security) to ensure deals move to close in a timely manner.
• Identify areas of risk within deals/funnel and assist CSMs in overcoming relevant challenges.

Team Building and Development (20%)

Measures of Success: Motivates team members towards targets through hands-on coaching. Manages performance effectiveness with continuous feedback.

• Motivate the team to exceed expectations.
• Mentor and coach the team in the achievement of KRs and better work with the customer to set objectives and define the value of acquiring Resolver products.
• Work with the team to advance their skills and progress in their careers.

Customer Retention (25%)

Measure of Success: Work with the Customer Success team to develop best practices around business reviews and customer outreach.

• Work with the CSMs and internal stakeholders to manage and resolve escalations.
• Develop and implement playbooks around best practices for customer satisfaction.

Strategic Direction (10%)

Measure of Success: . Participate and contribute to the overall back to base strategy within the division, including product direction. positioning, targeting, and marketing efforts.

• Collaborate with executives and other stakeholders to establish sales targets and priority markets.
• Develop sales and retention motions to drive success within CS.

What you will bring:

• Between 2-4 years in a sales leadership position (must).
• Bachelor’s Degree (or equivalent).
• Up to 5 Years of sales experience.
• Experience with software and/or technology an added bonus.

What we’ll give you in return:

Resolver is one of Canada's Great Workplaces. Culture isn't just something we write about (although we do), we live our values and challenge each other to be our best selves. We invest in Resolverites who will grow with us. We have a comprehensive rewards package to show our team our appreciation for everything they do:

• Health and Wellness Benefits: 100% paid by us for health, dental & vision from day one.
• Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer a Career Development Program to help you identify and build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year.
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and a bonus 5 weeks for birth mothers.
• RRSP: Matching up to 2.5%
• Flexibility & trust – We hire adults and we trust you to manage your outcomes. Day-to-day, everyone is given the option to decide whether they want to work remote or in-office depending on the needs of their role and in ways that best promote collaboration with your team.
• In the Office – You will have access to snacks and beverages and in-office fun like ping pong, group lunches, karaoke & games. We provide lots of opportunity for team socials too, including the folks who are remote!
• The salary range for this role $115,000 - $130,000.

Interested?!

If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at talent@resolver.com

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