Digital Customer Success Manager

We're Hiring!

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: ScalePad provides MSPs of every size with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSP’s operations, analyze and uncover new opportunities, and expand value to clients, ScalePad is equipping the MSP adventure.

ScalePad has received awards such as MSP Today’s Product of the Year, G2’s 2024 Fastest Growing Product, and 2024 Best IT Management Product. In 2023, it was named a Best Workplace in Canada by Great Place to Work™. ScalePad is a privately held company serving over 12,000 MSPs across the globe.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.
Are you prepared to advance your career as a Digital Customer Success Manager at ScalePad?  As a Digital CSM, you will leverage digital tools, automation, and data-driven insights to enhance customer engagement, drive product adoption, and ensure customer satisfaction and retention. You will play a critical role in scaling our customer success efforts, and ensuring seamless user experiences through digital channels.

Responsibilities.

• Develop and execute digital engagement strategies to onboard, nurture, and retain customers at scale.
• Leverage automation, in-product messaging, email campaigns, and self-service resources to drive product adoption and customer success.
• Work cross-functionally with Customer Success, Operations, Marketing, Product and Sales teams to digitize the customer journey and enhance user experience.
• Develop and refine customer segmentation strategies to ensure tailored and effective engagement across different customer groups.
• Develop and refine customer feedback loops to leverage as part of constant innovation of our digital led experiences.
• Maintain accurate records of customer interactions, feedback, and engagement metrics in CRM and Customer Operations tools.
• Monitor customer health scores, product usage analytics, and other key metrics to identify trends and proactively address risks.
• Develop metrics of success to show the value and impact of digital led experiences.

Qualifications.

• 2 years of experience in Customer Success at a SaaS company where you had the opportunity to develop scaled experiences
• Experience with customer success platforms (e.g., Gainsight, Catalyst, Totango) and CRM tools (e.g., Salesforce, HubSpot).
• Exceptional written communication skills
• Strong analytical skills with the ability to interpret data and use insights to drive customer success initiatives.
• Excellent communication and relationship-building skills.
• Knowledge of digital engagement strategies, automation tools, and self-service customer success methodologies.
• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, digital-first environment.
• Passion for customer success and a proactive, problem-solving mindset.

Perks, Perks, Perks.

• Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
• Training and professional development budget provided to help advance your career and skills (available every year to every employee)
• World-class offices and facilities in downtown Vancouver, Toronto and Montreal, for locals seeking a hybrid experience
• Brand new, top-of-the-line hardware, and equipment providing an ideal working environment either at home or in the office
• A top of the line benefits package 
• Monthly stipend to assist with creating the best hybrid work experience. 
• Competitive salary and performance-based bonuses for applicable roles
• Comprehensive benefits package
• Unlimited flex-time policy
• Employee Stock Options
• RRSP matching after one year of employment

What You’ll Love Working As A Rocketeer:

• Everyone’s an Owner: Through our Employee Stock Option Plan (ESOP), each team member has a stake in our success. As we scale, your contributions directly shape our future – and you share in the rewards.
• Growth, Longevity and Stability: Benefit from insights and training from our leadership and founder, whose extensive experience in funding and scaling successful software companies creates a stable environment for your long-term career growth. Their proven track record fosters a culture of lasting success.
• Annual Training & Development: Every employee receives an annual budget for professional development, empowering you to advance your skills and career on your terms.
• Hybrid Flexibility: Enjoy a world-class office at our headquarters in downtown Vancouver, Toronto, and Montreal
• Cutting-Edge Gear: Whether in the office or at home, you’ll be set up for success with top-of-the-line hardware.
• Wellness at Work: Our Vancouver office features a fitness facility, outdoor ping-pong tables, and even a climbing wall to help you stay active and energized.
• Comprehensive Benefits: We’ve got you covered with an extensive benefits package with 100% medical and dental coverage fully employer-paid, RRSP matching after one year of employment, and even a monthly stipend to help offset the costs of the hybrid experience.
• Flexible Time Off: With our unlimited flex-time policy in addition to all accrued vacation allows you to take the time you need to recharge and thrive.

Dream jobs don’t knock on your door every day.  

ScalePad is not your typical software company. When we hire you, we aren’t just offering you a job, but rather we are committing to investing in both you and your long-term career. You'll help shape how this modern SaaS company operates and make a genuine impact on the future of our people, product, and partners.

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role. We thank you for your interest. However, only successful applicants will be contacted.

At ScalePad, we believe in the power of Diversity, Equity, Inclusion, and Belonging (DEIB) to drive innovation, collaboration, and success. We are committed to fostering a workplace where every individual's unique experiences and perspectives are valued, and where employees from all backgrounds can thrive. Our dedication to DEIB is woven into the fabric of our culture, guiding our actions and decisions as we build a stronger and more inclusive future together.

Join us and be part of a team that celebrates differences, embraces fairness, and ensures that everyone has an equal opportunity to contribute and grow. Together, we're creating an environment where diverse voices are not only heard but also amplified, where everyone feels valued, and where we can all achieve our full potential.

Please no recruiters or phone calls.

Salary : $75,000 - $95,000