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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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Ten Thousand Coffees does not use AI to screen, assess, or select applicants.

Our growing 10KC Team is currently seeking a Customer Success Manager.

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.

What You Will Bring:

• 3+ years of experience in a Customer Success or client-facing SaaS role, ideally with enterprise or midmarket customers
• Background in HR Tech, L&D, Talent Management, or Employee Experience software is preferred
• Experience in a scale-up environment, with a track record of growth alongside company and team evolution
• CRM proficiency (Salesforce, Hubspot, etc.) and an aptitude for learning new tech
• Strong communication and stakeholder management skills—comfortable leading strategic conversations with a diverse audience.
• Self-starter with a solutions-oriented mindset who thrives in fast-paced environments
• Excellent organizational and time management skills
• Alignment with our company values and a strong sense of ownership over customer outcomes

Expected salary range: $76,000 - $115,000 USD

We believe in paying top-of-market base salaries to foster a high talent density, meaning we aim to attract and retain the very best people in our field. An individual's base pay is determined by factors including market indicators, geographical location, experience, knowledge, skills, and abilities, as evaluated during the recruitment process.

Equity, Diversity & Inclusion @ 10KC

As 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