Customer Success Supervisor, SaaS Solutions at Executive Alliance

Executive Alliance is pleased to represent our client who are a fast growth IT service management solutions provider with over 4,000 global customers where their platform is used daily by over 100,000 system administrators, impacting the daily working lives of over 9 million end users.

They are seeking a proactive, relationship-driven Customer Success Supervisor to guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.

Job Description

Executive Alliance is pleased to represent our client who are a fast growth IT service management solutions provider with over 4,000 global customers where their platform is used daily by over 100,000 system administrators, impacting the daily working lives of over 9 million end users.

They are seeking a proactive, relationship-driven Customer Success Supervisor to guide and mentor a global team of Customer Success Managers (CSMs) while also owning a strategic portfolio of customers yourself. This role blends leadership, operational excellence, and hands-on customer engagement.

NOTE: This role sits 4 days near Etobicoke, ON, Canada in greater Toronto with Fridays being remote.

This is not a remote role, with ideal applicants being accessible to downtown Toronto.

Who You Are

• You’re empathetic, customer-centric, and skilled at understanding both client and team needs.
• You motivate others through clear communication, creativity, and a collaborative spirit.
• You operate with strong ownership and accountability, ensuring high-quality execution.
• You thrive in fast-paced environments and can prioritize effectively across multiple initiatives.
  
  

Job Requirements

Your Responsibilities

Player–Coach Responsibilities

• Manage your own customer portfolio, overseeing the full post-sale lifecycle and fostering long-term relationships.
• Develop growth and expansion strategies within your accounts.
• Clearly articulate product value and drive adoption across customer organizations.
• Support customer satisfaction, retention, and long-term success through proactive engagement.
  
  

Leadership Responsibilities

• Lead, mentor, and support a global team of Customer Success Managers.
• Build a positive, collaborative team culture focused on innovation and continuous improvement.
• Identify opportunities for growth within your team’s customer portfolios.
• Partner closely with cross-functional teams to share customer insights and influence product evolution.
• Monitor key issues, ensuring timely communication, escalation, and resolution both internally and externally
  
  

Requirements

• 6+ years in B2B software customer success, preferably in SaaS or AI-driven products.
• 2–3 years of experience managing and developing Customer Success teams.
• Proven track record of delivering customer-focused solutions and achieving business objectives.
• Strong leadership qualities—proactive, accountable, thoughtful, and hands-on.
• Experience working in fast-paced, high-growth technology environments.
• Bachelor’s or Master’s degree in a relevant field.
• Excellent communication, relationship-building, and interpersonal skills.
• Solid understanding of SaaS models, metrics, and post-sales operations.
  
  

Contact Details

Doug Wald

Vice President of Recruiting

Executive Alliance

+1-631-493-0515

[email protected]