We’re Ten Thousand Coffees (10KC), the only mentorship software that’s redefining workplace mentoring, making it easy to connect employees at all levels to share knowledge and grow together. Because people learn best from people.
Early talent, high potentials, and managers alike can make meaningful progress at every step of their career journey—improving key talent outcomes like retention, engagement, mobility, and development. Smart-matching technology, expert guidance, and flexible formats create a truly engaging mentoring experience. Fortune 1000 companies like RBC, Nike, and PwC Canada, post-secondary institutions, and diversity networks like Ascend use 10KC to develop their people and drive exceptional talent outcomes.

Application Tips

• Please note that our system displays PDF resumes more clearly and preserves your formatting. Other formats will work, but PDF is preferred.

NOTICE:

Ten Thousand Coffees does not use AI to screen, assess, or select applicants.
Our growing 10KC Team is currently seeking a Customer Success Manager.

As a Customer Success Manager, you’ll be the primary advocate and trusted advisor to your portfolio of customers. You’ll work directly with some of the world’s most well-known organizations to:

• Understand their goals
• Drive adoption and engagement
• Deliver long-term value and measurable outcome

ABOUT THE ROLE:

As a Customer Success Manager, you’ll be the primary advocate and trusted advisor to your portfolio of customers. You’ll work directly with some of the world’s most well-known organizations to:

• Understand their goals
• Drive adoption and engagement
• Deliver long-term value and measurable outcomes

Our CS team is dedicated to turning customers into raving fans by acting as strategic partners and the bridge between customers and the broader 10KC ecosystem. The team works cross-functionally with Sales, Marketing, Product, and Engineering—making collaboration a core part of the role.
We’re looking for a CSM who is equal parts relationship builder, program strategist, and trusted advisor—someone passionate about helping customers succeed at scale.

WHAT YOU WILL DO:

• Customer Retention & Growth: Understand your customers’ business goals and industry trends. Conduct business reviews, share performance insights, and identify opportunities to deepen value and expand relationships.
• Client Health & Satisfaction: Monitor and improve customer health scores. Proactively identify risks and create mitigation plans to reduce churn and ensure long-term success.
• Data-Driven Insights: Use customer adoption data and engagement metrics to measure program impact and drive decision-making.
• Champion Customer Advocacy: Capture success stories and identify advocates to highlight the value of 10KC internally and externally.
• Strategic Enablement: Guide customers on onboarding, configuration, platform integrations, and new features—ensuring they’re always getting the most out of 10KC.
• Stakeholder Management: Manage communication with customer stakeholders across Manager to VP levels. Resolve issues efficiently while keeping long-term outcomes top of mind.
• Program Implementation: Partner with our Implementation Project Manager to ensure successful customer onboarding and launch experiences.
• Cross-Functional Collaboration: Work closely with internal teams to share feedback, support product enhancements, and ensure seamless service delivery.
• Contribute to CS Excellence: Share ideas for process improvements, industry best practices, and customer-facing resources that elevate the CS experience.