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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.

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Senior Customer Success Manager

Location: Remote (Canada) Salary Range: $106,000 – $160,000 CAD

Join the team that’s redefining talent development at Ten Thousand Coffees (10KC). We’re on the lookout for a Senior Customer Success Manager (SCSM) to drive outcomes for some of the world’s top enterprise organizations.

As a Senior Customer Success Manager, you’ll be the strategic advisor and primary point of contact for a portfolio of high-value clients. You’ll lead the customer journey post-sale—from implementation through renewal and expansion—ensuring our clients achieve measurable success with 10KC's solutions.

What You’ll Do

🔁 Drive Customer Retention & Growth

• Own and grow a strategic book of business, developing deep knowledge of client goals, business challenges, and industry trends.
• Lead value-based conversations and executive business reviews that showcase the impact of 10KC on talent development.
• Deliver against retention and expansion targets by proactively identifying and closing growth opportunities.
  

💡 Enhance Client Health & Satisfaction

• Monitor key health indicators (adoption, engagement, sentiment) and take preemptive action to mitigate risk.
• Champion best practices that improve customer satisfaction and reduce churn.
  

📊 Leverage Insights for Action

• Use data to tell compelling stories. Analyze usage, performance, and engagement metrics to inform strategy and deliver ROI.
• Advocate for your clients internally, partnering with Product and Engineering to ensure customer feedback informs roadmap decisions.
  

🎯 Execute Customer Strategy

• Provide strategic guidance across onboarding, integrations, platform configuration, and ongoing engagement.
• Deliver timely enablement, feature walkthroughs, and optimization strategies tailored to customer needs.
  

🧩 Cross-Functional Collaboration

• Partner with Sales, Product, and Support to deliver seamless experiences.
• Join forces with Implementation Project Managers during the onboarding phase to ensure a strong kickoff and value realization.
  

📣 Champion Customer Advocacy

• Identify and nurture customer advocates; support collection of case studies, testimonials, and success stories.
• Cultivate relationships with Manager-to-VP level stakeholders at Fortune 1000 companies.
  

📈 Lead & Mentor

• Provide informal leadership within the CS team by mentoring peers, contributing to playbooks, and elevating our collective standards.
• Share industry best practices and thought leadership to drive innovation across the team.
  

What You’ll Bring

• 5+ years in a Customer Success, Account Management, or related client-facing role in B2B SaaS, with at least some exposure to the HR, L&D, Talent Management, or Employee Experience space.
• Proven success managing enterprise or mid-market accounts and delivering against revenue retention and growth targets.
• Experience working in startup or scale-up environments, ideally growing alongside an evolving CS function.
• Strong business acumen, executive presence, and comfort leading strategic discussions with senior client stakeholders.
• Adept at managing multiple accounts and workstreams with precision, prioritization, and follow-through.
• Technically fluent with tools such as Salesforce, CRM platforms, and capable of quickly ramping up on new technologies.
• Self-starter with a solutions-oriented mindset, excellent communication skills, and a high level of personal accountability.
• Strong alignment with 10KC’s values of humility, curiosity, and driving meaningful impact.

Equity, Diversity & Inclusion @ 10KCAs a diverse founded and grown company, we’re dedicated to building a diverse and inclusive community - one where employees feel a sense of belonging and are valued for their contributions and the perspectives they bring. We celebrate and support our differences. We welcome new team members who are BIPOC, LGBTQ+, and neurodiverse as a part of our team (and we’ll continue to hire more in 2025!). We strongly encourage everyone to apply. Whatever your background, race, creed, sex, gender, orientation, religion, people with living with disabilities, and foreign-born residents - you belong here!

Benefits and Perks

• Comprehensive total rewards, which may include stock options and variable compensation
• Wholesome health & dental benefits coverage
• Employee and family assistance program (support for mental health, family & relationship, child & eldercare, work & career, legal, financial, and more)
• Flexible, uncapped time off program
• ​​Parental benefits program
• Employee connectivity program powered by our software
• Home office set up allowance
• Monthly fitness stipend
• Monthly internet and phone stipend