Manager, Customer Success

Location: Remote (Canada)

Department: Customer Success

Reports to: GM - Enterprise & Revenue Lead

About MoeGo 🐾

MoeGo is on a mission to transform the future of pet care business, from small-business groomers to franchise doggie hotels. The dedicated entrepreneurs behind these businesses keep our beloved pets happy and healthy—the majority of them are first-time business owners, and more than 80% are women. They deserve comprehensive technology solutions that keep their businesses operating smoothly end-to-end, so they can focus on healthy pets and happy pet parents.

Join us to help these “pet-repreneurs” build and grow thriving businesses—every conversation with a customer and every feature goes toward this larger purpose. From automated booking to payments and communication tools, MoeGo eliminates the administrative stress of running a pet care business. If you’re looking for a career that combines innovation with heart, MoeGo is the place where technology meets tail wags. Join us in shaping the future of pet care, one happy groomer, one joyful pet, and one loving owner at a time.

About the Role

As Manager, Customer Success, you will lead and develop a team of Customer Success Managers responsible for driving customer outcomes after onboarding. Your role is to ensure customers realize ongoing value from MoeGo, remain engaged with the platform, and continue to grow with us over time.

You will not be the primary frontline CSM, but you are ultimately accountable for the health, retention, and expansion of the customers owned by your team.

What You’ll Do:

• Lead, coach, and develop a team of Customer Success Managers responsible for post-onboarding customer relationships

• Own customer success performance across your team, including retention, churn, expansion, NPS, and product adoption

• Set clear expectations, success metrics, and operating rhythms for CSMs

• Review account plans, health signals, and risks; step in to support escalations when needed

• Partner closely with Sales, Onboarding, Support, and Product to ensure a seamless customer lifecycle

• Drive consistent execution of success plays including adoption, renewal, and expansion motions

• Translate customer insights into actionable feedback for Product and cross-functional partners

• Build and continuously improve success playbooks, processes, and enablement for your team

• Forecast team capacity and coverage as the customer base scales

• Ensure customers feel supported, heard, and confident in MoeGo as a long-term partner

What We’re Looking For:

• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing SaaS role

• 2–4+ years of experience managing and developing Customer Success Managers

• Strong understanding of SaaS retention, expansion, and customer health metrics

• Proven ability to scale customer success motions while maintaining high-quality relationships

• Excellent communication skills, especially in high-stakes renewal or escalated customer situations

• Comfort operating cross-functionally with Sales, Product, Onboarding, and Support

• Data-driven mindset with experience using metrics to manage performance and forecast risk

• Ability to balance empathy for customers with clarity and accountability around outcomes

Nice To Have

• Experience in vertical SaaS or SMB-focused software

• Experience managing renewals and expansions in a recurring revenue model

• Familiarity with tools like Salesforce, Gainsight, ChurnZero, Totango, or similar platforms

• Experience scaling Customer Success teams in a high-growth environment

Why MoeGo:

• Lead a team that directly impacts customer retention and growth

• Influence how customers experience MoeGo over the long term

• Partner closely with senior leadership across the business

• Competitive compensation, benefits, and flexibility

MoeGo offers a competitive compensation package (base salary, performance bonus, and benefits). This includes flexible benefit plans to employees and their family members at no cost to the employees and 401(k) matching.

MoeGo is committed to creating a diverse and inclusive work environment, and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.