NOTE: We are not accepting candidates out of Canada at this time.
Location: Remote (Canada, preference for Ottawa or EST timezone)
Type: Full-time
Compensation: $80K - $100K CAD
Reporting to: Head of Customer Success

EXPERIENCE

• 5+ years in Customer Success or related client-facing roles in a B2B SaaS environment.
• Proven success managing complex accounts and executive-level relationships.
• Direct experience working with Managed Service Providers (MSPs/MSSPs) — required.
• Familiarity with Identity and Access Management (IAM); Okta experience is a strong plus.

SKILLS

• Strong account management skills with a commercial mindset and consultative approach.
• Exceptional communication and presentation skills, including with executive stakeholders.
• Ability to thrive in a fast-paced, high-growth environment, managing multiple priorities.
• Strong problem-solving and prioritization abilities with a track record of measurable impact.
• Customer-first approach — proactive, accountable, collaborative, and focused on value creation.

THE ROLE

We are hiring our first Senior Customer Success Manager to partner with our Head of Customer Success and help build a high-performing team from the ground up.
This is a senior individual contributor role with a primary focus on customer expansion. You’ll own and manage a portfolio of MSP/MSSP partners, guiding them through onboarding, adoption, renewal, and growth. While we have detailed playbooks for onboarding, expansion strategies are in their early stages — you’ll have the opportunity to refine and scale these processes.
You’ll work directly with business owners, CTOs, CISOs, and technical leaders at our partners, ensuring that their success translates into ZeroTek’s success. This is a high-impact role where you’ll also collaborate with Sales, Product, and Marketing, and represent the voice of the customer in shaping our product and go-to-market strategy.

KEY RESPONSIBILITIES

• Deliver consistent, high-quality customer experiences by project managing the full MSP lifecycle from onboarding through adoption, renewal, and offboarding.
• Strengthen retention and expansion outcomes by building and maintaining strong executive and operational relationships within accounts.
• Execute and continuously refine onboarding playbooks, expansion frameworks, and enablement initiatives; codify best practices and learnings to drive repeatability.
• Proactively identify risks to adoption, renewal, or expansion and develop action plans to mitigate them.
• Act as the voice of the customer, synthesizing feedback and usage patterns to inform Product roadmap, GTM strategy, and internal process improvements.
• Collaborate cross-functionally with Sales, Product, and Marketing to ensure partner success and long-term growth.
• Facilitate customer advocacy by supporting testimonials, case studies, and reference programs.