Manager, Customer Success

About Schema App

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI.

We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

Visit Schema App at www.schemaapp.com or on LinkedIn.

We are hiring a Manager, Customer Success to lead and develop a high-performing Customer Success team that helps Enterprise customers realize measurable value, build strategic partnerships, renew with confidence, and expand their adoption of Schema App.

About the Role

The Manager, Customer Success leads, coaches, and develops a team of Customer Success Managers to deliver exceptional customer outcomes, build strategic relationships, and drive retention and growth.

You will establish clear processes, performance expectations, and accountability to ensure consistent execution across the customer base. You will oversee customer health, adoption, renewal readiness, expansion opportunities, and revenue forecasting, proactively addressing risks and coaching the team to success.

You will own the team's execution of renewals and expansion opportunities, ensuring Customer Success operates as a revenue-responsible function while maintaining strong customer partnerships. You will collaborate closely with Customer Delivery, Sales, Product, and Engineering to deliver a seamless customer experience and support Schema App's growth.

Reporting to the Director, Customer Success & Delivery, you are an experienced SaaS people leader who combines strong coaching skills, commercial acumen, and operational discipline to drive team performance and customer success.

Functional Accountabilities

Lead, Coach, and Develop a High-Performing Customer Success Team

• Hire, onboard, coach, and develop CSMs who take ownership of customer and commercial outcomes.

• Set clear goals and scorecards, provide regular feedback, address performance gaps, and conduct quarterly talent and coaching reviews.

• Partner with the Director to translate company priorities into team plans, deliver quarterly initiatives, and build future leadership capability while modelling Schema App’s values.

Drive Customer Retention and Expansion

• Own team performance against retention, renewal, and expansion goals.

• Coach CSMs on early renewal planning, value-based business cases, qualified growth opportunities, and commercial conversations.

• Maintain accurate forecasts, clear close plans, and early visibility into risk.

• Review pricing and negotiation strategies with the Director and RevOps, ensuring commercial decisions protect customer trust and company goals.

Deliver Measurable Value and Strategic Enterprise Relationships

• Ensure customers have clear success plans, adoption goals, and credible evidence of progress.

• Improve Business Reviews and proactive recommendations so customers understand results and next steps.

• Coach CSMs to build relationships across technical, program, economic-buyer, and executive stakeholders.

• Personally support priority accounts, executive alignment, transitions, and escalations where leadership involvement improves outcomes.

Build Scalable Operations and Cross-Functional Partnerships

• Establish consistent account standards, current customer records, and operating rhythms that surface risk and guide decisions.

• Balance portfolios and capacity, anticipate staffing needs, and resolve competing priorities.

• Partner with Customer Delivery on clear handoffs: CSMs own customer strategy, communication, value, and commercial outcomes; Delivery owns technical execution.

• Bring customer insights to Sales, Marketing, Product, and Engineering, and close the feedback loop.

AI First

• Actively uses and continuously improves AI to become more effective and efficient in daily work.

• Builds strong prompting skills, uses available AI tools well, and creates agents leveraging available data/integrations to automate manual tasks.

• Demonstrates curiosity and resourcefulness by exploring opportunities to improve how work gets done, taking accountability for quality of output, sharing what they learn, and helping the team adopt better AI-enabled ways of working.

• Ensure AI is consistently used where it adds value, streamline key workflows, and turn what works into documented playbooks.

• Continuously improve the “Schema App way” by incorporating team learnings, driving adoption of standard approaches, and preparing the team to scale.

Key Competencies

• People Leadership and Coaching: Sets clear expectations, develops capability, gives constructive feedback, addresses performance gaps, and builds accountability and engagement.

• Enterprise Relationships and Executive Communication: Builds trust across stakeholders and communicates customer value, recommendations, risks, and decisions clearly to executives and teams.

• Commercial Acumen: Connects customer outcomes to retention and expansion, coaches negotiations, and applies sound judgment to revenue opportunities and trade-offs.

• Strategic Thinking and Execution: Translates company goals into focused plans and measurable action while balancing customer needs, team capacity, and business priorities.

• Operational and Analytical Judgment: Uses data and repeatable processes to identify patterns, anticipate risk, allocate capacity, and improve performance.

• Cross-Functional Influence and Change Leadership: Builds productive partnerships, resolves ownership gaps, and helps teams adopt new processes and ways of working.

• Market Proficiency and Learning Agility: Develops and applies knowledge of Enterprise SaaS, structured data, knowledge graphs, SEO, and AI search through curiosity, feedback, and learning.

Success Metrics

• Achievement of the annual Customer Success targets for NRR and GRR

• 100% of renewals completed by their contractual deadline, with no avoidable overdue renewals

• 85% average customer health score

• At least 90% Business Review satisfaction, with consistent adoption of the defined Business Review standard across eligible customers

AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.

Life @ Schema App

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development

• Great benefits for health & wellness, and your coverage starts as soon as you do

• RRSP matching!

• Flex days to re-energize on top of vacation days and you don’t work on your birthday

• The Culture Club keeps our virtual team connected through fun and innovative events

• Diverse smart team! The more inclusive we are, the better our work will be

• Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.