Overview
Senior Manager Customer Experience Jobs in Canada at yohrs.co.uk
Title: Senior Manager Customer Experience
Company: yohrs.co.uk
Location: Canada
Headlines:
- Senior Manager, Customer Experience
- Cleantech/Infrastructure
- Remote – ideally based East Coast Canada
- Opportunity for real autonomy in a fast growing market
Our client is building the future of electric mobility – but hardware alone doesn’t win markets. Customer experience does. That’s where you come in. We’re looking for a Senior Manager, Customer Experience who leads from the front, thrives in the pace of a scaling company, and believes that Customer Success isn’t a department, it’s a competitive advantage.
If you’re the kind of leader who coaches hard, sets a high bar, and refuses to let “good enough” anywhere near your customers, you’ll feel right at home here.
What You’ll Lead
- Customer Success Leadership — Build, coach, and elevate a team of high‑performing CSMs who deliver real impact.
- Onboarding & Training — Own the post‑sale experience and drive time‑to‑value that customers can feel immediately.
- Customer Experience Management — Run a tiered service model, deliver elite QSRs/EBRs, and keep customer health moving in the right direction.
- Escalation Management — Take charge of high‑stakes escalations with calm, clarity, and speed.
- Expansion & Growth — Coach your team to spot opportunities, partner with Sales, and own expansion pipeline influence.
- Voice of the Customer — Bring insights back to Product, Engineering, and Ops with precision and conviction.
What You’ll Do
- Set the tone for a hungry, accountable, high‑standards CS team.
- Coach constantly — in 1:1s, live reviews, escalations, and the moments in between.
- Build onboarding programs that deliver value in days, not months.
- Design scalable service models and frameworks your team actually uses.
- Show up as an executive sponsor for strategic accounts.
- Own the toughest escalations and drive them to resolution without excuses.
- Partner with Sales on expansion while keeping roles clean and collaborative.
- Turn customer insights into product improvements and advocacy stories.
What You Bring
- 5+ years in Customer Success or Account Management, including 2+ years leading teams.
- A coaching instinct that makes people better — fast.
- A track record of hitting retention, expansion, NPS, and CSAT targets by design, not luck.
- Experience building scalable CS systems and frameworks.
- Executive presence paired with the ability to mentor junior CSMs.
- Data‑driven decision‑making and fluency in CS tools (Salesforce/HubSpot + Gainsight/Totango/ChurnZero).
- Passion for the mission — non‑negotiable.
Ready to lead the team that defines customer experience?
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