Customer Success Partner, Mid Market

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Success Partner, Mid Market in Canada.

This role sits at the intersection of customer strategy, product adoption, and business impact within a fast-scaling SaaS environment focused on digital learning transformation. You will act as a trusted advisor to mid-market clients, helping them unlock value from a collaborative learning platform and translate L&D initiatives into measurable business outcomes. The position combines strategic account ownership with hands-on execution, including usage analysis, success planning, and stakeholder engagement. You will partner closely with customers to define learning roadmaps, identify expansion opportunities, and ensure long-term platform adoption. Working in a remote-first and highly collaborative environment, you will engage with diverse organizations undergoing digital upskilling. This is a high-impact role where customer success directly drives retention, growth, and advocacy across the portfolio.

• Manage a portfolio of mid-market customers and act as their strategic partner for long-term success and platform adoption.
• Drive onboarding, implementation support, and early engagement to ensure strong product usage and value realization.
• Analyze customer platform usage, performance data, and KPIs to identify risks, opportunities, and expansion potential.
• Build and execute customer success plans aligned with business objectives and learning & development outcomes.
• Lead regular customer engagements, including QBRs, roadmap discussions, and strategic advisory sessions.
• Collaborate with sales, key account managers, and internal experts to support renewals, upsells, and expansion initiatives.
• Identify at-risk accounts and implement proactive retention strategies to minimize churn and improve satisfaction.

Requirements:

• Minimum 3 years of experience in Customer Success, Account Management, or a similar client-facing SaaS role.
• Experience in HR Tech, Learning Management Systems, or B2B SaaS environments strongly preferred.
• Strong understanding of Customer Success KPIs, adoption metrics, and retention drivers.
• Ability to interpret customer data and translate insights into actionable success strategies.
• Excellent communication and relationship-building skills with senior stakeholders.
• Strong problem-solving mindset with the ability to understand client needs and pain points deeply.
• Bachelor’s degree or equivalent professional experience.

Benefits:

• Competitive compensation structure including base salary, variable incentive pay, and equity participation
• Comprehensive health insurance coverage starting on day one
• Retirement savings support with employer matching contributions
• Generous paid time off including unlimited vacation and designated sick leave
• Flexible, remote-first work environment with adaptable working hours
• Parental leave policies designed to support families
• Professional development opportunities through internal learning platforms
• Strong commitment to diversity, equity, inclusion, and employee resource groups
• Active corporate social responsibility initiatives and global impact programs