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Added 7 mins ago
WC
(CAN) Consumables Associate
Walmart Canada
Regina, SK
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 7 mins ago
WC
(CAN) Front End Checkout Team Associates
Walmart Canada
Peace River, AB
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager or Front End Team Lead.
Added 7 mins ago
WC
Customer Service Manager
Walmart Canada
Port Hawkesbury, NS
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 7 mins ago
WC
(CAN) Pharmacy Assistant
Walmart Canada
Toronto, ON
- Full-time
…They are a key member in the delivery of superior customer…
Added 7 mins ago
KE
Sulphur Labourer
KBL Environmental Ltd.
Leduc, AB
- Full-time
…Critical Tasks, and ERP. You will also have excellent customer service skills as you interact with the client, truck drivers and other KBL departments. The shift rotation is 1 week in 1…
Added 7 mins ago
WC
(CAN) customer Service Manager
Walmart Canada
Uxbridge, ON
- $15 CAD / hour
- Contract
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 7 mins ago
BM
Assistant Manager, Alpine Race & Freestyle - Full Time
Blue Mountain Resort
The Blue Mountains, ON
- Full-time
The Assistant Manager, Race sets the cultural tone for creating revolutionary guest experiences while uniting their team around purpose and fun. The Assistant Manager, Race & Freestyle,…
Added 7 mins ago
WC
(CAN) Customer Service Manager
Walmart Canada
Tsawwassen, BC
- $15 CAD / hour
- Full-time
Position Summary...Working as a Customer Service Manager at Walmart Canada is a great opportunity to build strong leadership and operational skills in a fast paced retail environment. In…
Added 7 mins ago
AP
Patient Services Enrollment Specialist (12-month Contract)
Alexion Pharmaceuticals, Inc.
Mississauga, ON
- Full-time
Scheduling Support: Partner with the Work Force Manager to support Patient Services scheduling and capacity planning.
Added 7 mins ago
WC
(CAN) Consumables Associate
Walmart Canada
Kamloops, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 7 mins ago
WC
(CAN) Self Checkout Attendant
Walmart Canada
North Vancouver, BC
- Full-time
…reassuring way and escalate cash or technical issues to the Customer Service…
Added 7 mins ago
WC
(CAN) Directs Store Delivery Associate
Walmart Canada
New Westminster, BC
- Full-time
…ideal for individuals seeking an engaging role in customer service or…
Added 7 mins ago
WC
(CAN) Cashier
Walmart Canada
Chilliwack, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 7 mins ago
WC
(CAN) Consumables Associate
Walmart Canada
Kamloops, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 7 mins ago
WC
(CAN) Cashier
Walmart Canada
Surrey, BC
- Full-time
Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 7 mins ago
WC
(CAN) Associé de jour, rénovation
Walmart Canada
Montreal, QC
- Contract
Position Summary...A day remodel associate works with the Remodel Lead and Day Remodel Manager to establish standards in newly renovated departments. They complete modulars, assist…
Added 37 mins ago
RM
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
As the Integrated Manager, you will oversee day-to-day operations of Diagnostic Imaging services at both Ross Memorial Hospital (RMH) and Haliburton Highlands Health Services (HHHS). Your…
Added 37 mins ago
Produce - Supervisor Produce TF Belmont
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Langford, BC
The Produce Supervisor is responsible to ensure a superior customer service experience by coaching, and developing friendly, well-trained staff. The Supervisor will supervise the department…
Added 52 mins ago
RM
Clinical Nurse Specialist Navigator
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
As a member of an interprofessional team, reporting to the Manager of Patient Flow, the RN Care Coordinator provides patient-centered care, supporting patients transitioning from hospital…
Added 52 mins ago
M
Client Portfolio Manager
ModernAdvisor
Vancouver, BC
- Full-time
As demand for personalized advice continues to grow, we are expanding our Personal Portfolio Manager business, a service model designed to provide clients with direct access to professional…
Added 52 mins ago
J
Product Manager, Agentic Products
Jetson
Kitchener, ON
- Full-time
…coordination, system design, customer success, billing, technical service and field operations. Each of them is moving onto one shared platform where people and agents work the same queue.…
Added 52 mins ago
SC
shift supervisor - Store# 20542, UPPER WINDERMERE
Starbucks Coffee Company
Edmonton, AB
- Full-time
As a Starbucks Shift Supervisor, you will assist the store manager in executing store operations during scheduled shifts. As a team lead, you will deploy partners and delegate tasks to…
Added 1 hour ago
MP
Funeral Director, Funeral Services
Mount Pleasant Group
Pickering, ON
- $41.4 to $46.43 CAD / hour
- Full-time
…ongoing professional development to ensure the highest quality of service to the…
Added 1 hour ago
EK
Shift Manager
Earls Kitchen + Bar
Kelowna, BC
- $25 to $28 CAD / hour
- Full-time
We are looking for a passionate Shift Manager to grow our leadership team. As a Shift Manager, you’re committed to being your best self and working with integrity as you learn how to…
Added 1 hour ago
FC
Administrative Assistant
Federated Co-operatives Limited
Dryden, ON
- Full-time
The Team: You will work closely with Drivers and Service Technicians, and will report into the Manager, Propane Operations. This team strives to cultivate a culture of collaboration and…

Malleum

Senior Customer Success Manager

Remote, Canada

Remote

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Workplace: Remote
Apply by: Feb 3, 2027
Posting language: English
Posted: Nov 5, 2026

Original job description

About Malleum

Malleum is a cybersecurity company focused on complex security challenges, mission assurance, and work that matters. Our hiring brand and recent recruiting language consistently emphasize meaningful work, smart teammates, difficult problems, and a mission-driven environment rather than generic corporate messaging.

The Malleum MSP needs a Customer Success leader who can help customers realize the full value of our services while also helping the company build a disciplined post-sale operating model. This person will become the connective tissue between customers, service delivery, operations, and leadership.

The Opportunity

Malleum is building a managed services business for customers that operate in demanding, high-trust environments. We are looking for a Senior Customer Success Manager who can build the customer success function from the ground up and become the leader who defines how we onboard customers, drive adoption, measure value, manage risk, and support retention and growth across the MSP.

This is not a conventional account management role. It is a senior, hands-on builder role for someone who can create structure where it does not yet exist, work credibly with executives and technical teams, and turn strong service delivery into long-term customer outcomes.

The Senior Customer Success Manager owns the customer relationship after contract signature and is accountable for designing the systems, rhythm, and playbooks that make customer success repeatable. Customer success practice guidance commonly centers this role on onboarding, adoption, value realization, renewal readiness, and stakeholder alignment across the customer lifecycle.

At Malleum, that means building the function while also operating it. The successful candidate will personally lead strategic customer engagements, create scalable processes, define health indicators, establish executive review cadence, and play a role in shaping how the MSP grows over time.

What you will do

Build Malleum's customer success function for the MSP, including lifecycle stages, operating procedures, account governance, templates, and playbooks.
Own strategic customer relationships post-sale and act as a trusted advisor to operational and executive stakeholders.
Lead onboarding and time-to-value planning so customers clearly understand service scope, responsibilities, milestones, and intended outcomes.
Develop account-level success plans that capture customer objectives, adoption priorities, stakeholders, risks, and measurable success indicators.
Run recurring customer reviews and executive business reviews focused on outcomes, service adoption, risk posture, priorities, and future opportunities, not just status reporting.
Create a practical customer health model using service adoption, engagement, sentiment, support trends, and renewal risk signals.
Identify churn risk early, coordinate internal response plans, and manage escalations with structure and urgency.
Partner closely with technical delivery, security, operations, and commercial leaders to remove blockers and improve the customer journey.
Support renewals and help uncover upsell or cross-sell opportunities in a recurring-services environment where retention and expansion matter.
Recommend and help implement tooling, dashboards, and reporting that give leadership clear visibility into account health, customer outcomes, and growth risk.
Help define the future shape of the customer success organization as the MSP scales.

In this role, success will look like

A formal customer success function is in place for the MSP, with clear lifecycle stages, ownership, and operating cadence.
Strategic customers have documented success plans, regular review rhythms, and visible progress against outcomes.
Leadership has a clearer view of customer health, renewal risk, adoption trends, and expansion opportunities.
Customer issues are surfaced earlier and handled more proactively.
Malleum has a stronger foundation for retention, renewal, and long-term account growth.

What you bring

8+ years in customer success, account management, service delivery, consulting, or a comparable post-sale leadership role.
Significant experience working with complex B2B customers in managed services, cybersecurity, enterprise technology, or regulated environments.
Demonstrated success building or maturing a customer success function, account discipline, or post-sale operating model.
Strong executive presence and the ability to run effective conversations with senior customer stakeholders.
Experience working across sales, operations, and technical teams to drive customer outcomes.
Comfort in recurring revenue environments where retention, renewal, and expansion are important business outcomes.
Strong judgment, structured communication, and the ability to stay calm and credible during escalations.
The ability to move between strategy and execution; this role requires both.
Relevant certifications in common MSP and supporting platforms are an asset, especially where they demonstrate practical fluency in the tools used to run and scale managed services. Examples include ConnectWise PSA or ConnectWise Automate certifications, Microsoft certifications such as Azure Administrator Associate or Azure Security Engineer Associate, and comparable credentials tied to endpoint, RMM, service-management, or security platforms used in MSP environments.
Eligibility for Government of Canada security clearance (Secret or higher); existing clearance highly valued.
Bilingualism (English/French) considered a strong asset.

Preferred background

Experience in an MSP, MSSP, cybersecurity services, defense, government, or another high-trust and high-accountability environment.
Experience creating customer health scores, playbooks, QBR or EBR structures, and leadership dashboards.
Familiarity with customer success tooling, CRM systems, and service-management workflows.
Experience in scale-up or build-stage environments where functions are still being designed.

Why this role matters

This role is important because the Malleum MSP is at the stage where customer success must become intentional, structured, and scalable. The right person will not only protect and grow customer relationships, but also help shape one of the core operating functions of the business.

For a senior operator who wants to build something meaningful, work with smart and dedicated teammates, and solve hard problems in a mission-oriented cybersecurity environment, this is a chance to make a real mark.

Why Malleum

Work shoulder-to-shoulder with marquee clients on programs and incidents with genuine national and allied security impact.
Join a rapidly scaling firm with a flat, high-trust culture and direct access to senior IR and technical leaders.
Exposure to a wide variety of advanced security tooling, sectors, and cleared environments.
Competitive compensation, performance incentives, and comprehensive benefits.
Continuous learning budget, and certification sponsorship.
Remote work (with some travel)

Malleum is an equal opportunity employer. We welcome applications from all qualified candidates and are committed to building a team that reflects the communities and missions we serve.

We are committed to providing accommodations for individuals with disabilities throughout the recruitment process. Please let us know if you require accommodation at any stage.

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More about this job

Responsibilities

The Senior Customer Success Manager will build and lead the customer success function from the ground up, defining lifecycle stages and operating procedures. They will manage strategic customer relationships, drive service adoption, and ensure long-term value realization for clients in high-trust environments.

Requirements

Candidates must have 8+ years of experience in customer success, account management, or service delivery within complex B2B or cybersecurity environments. Strong executive presence and the ability to design scalable post-sale operating models are essential for this role.

Skills

Customer success
Account management
Cybersecurity
Managed services
Strategic planning
Onboarding
Risk management
Executive business reviews
Retention
Upselling
Cross-selling
Stakeholder alignment
Process design
Technical delivery
Data analysis

Benefits

Competitive compensation
Performance incentives
Comprehensive benefits
Continuous learning budget
Certification sponsorship

Remote locations

Ottawa, Ontario, Canada

Remote locations (standardized)

Ottawa, Ontario, Canada

Visa sponsorship

Not detected in the job text

Keywords

Cybersecurity
MSP
MSSP
Customer Success
Account Management
ConnectWise PSA
ConnectWise Automate
Azure
RMM
Service Management
Retention
Churn Risk
QBR
EBR
Lifecycle Management
Strategic Planning
Risk Posture
Value Realization
Government of Canada security clearance
B2B
Enterprise Technology
Cloud Security
Endpoint Security
Operational Governance
Upselling
Cross-selling
Dashboarding
Reporting
Stakeholder Management
Managed Services

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