Digital Customer Success Manager

Who Were Looking For

At ScalePad we hire thoughtful builders who want their work to matter. Our roles are designed for people who thrive on driving impact see ambiguity as an opportunity and believe that raising the bar is a team sport.

We dont bring people in to run playbooks. We hire people who want to rewrite them. And in this role youll get to do that while shaping the future of managed services for our global partners. (Thats what we call our customers.)

What is ScalePad

At ScalePad were building more than software; were building confidence and clarity for the people who manage the technology businesses rely on every day.

Our mission: help MSPs evolve into MVPs (their clients most valuable partner). Our tools turn them from reactive service providers into strategic advisors through a consistent scalable Customer Success motion.Our product suite unifies risk insights client planning and service delivery so MSPs can have smarter conversations show clients their value and grow their revenue.

But our purpose goes beyond our software. Were creating a workplace where curious growth-minded people can do their best work where ideas are valued progress is shared and everyone belongs. Together were creating a future where MSPs dont just keep businesses running they help them thrive. We believe that when our partners succeed we all do.

With offices in Vancouver Toronto Montreal and Phoenix and a global-first mindset. ScalePad has grown into a category leader trusted by 12000 partners across 60 countries. Weve been recognized for our products and corporate culture by MSP Today G2 and Great Place to Work to name a few.

About The Role

The Customer Success Manager Digital (CSM) is the primary point of contact for our digital partner segment responsible for managing inbound requests and delivering timely high-quality support across a range of customer needs. This role focuses on responding to and resolving customer inquiries while selectively engaging proactively to address risk signals support retention and identify opportunities for growth ultimately driving partner satisfaction and account stability.

Youll also be the operational backbone of the digital partner segment processing deals owning forecasting and feeding insights back to Product teams and Success Leadership. The automated digital journey handles consistent scaled engagement; your job is to handle everything that requires a human judgment call and to proactively work with customers where a conversation could drive further value and adoption that leads to retention and growth.

What Youll Own

Get ready to go beyond order-taking. Your strategic responsibilities include:

• Serve as the primary point of contact for digital customers managing inbound requests across education and training contract and billing inquiries and escalations including responding to in-app speak to someone about your account requests and ensuring timely effective resolution.
• Proactively engage high-impact customers identified through customer scoring while monitoring early signals of disengagement to intercept at-risk customers before cancellation and drive preemptive churn mitigation.
• Lead revenue retention conversations and owning digital deal execution end-to-end including renewals and upsell opportunities and identifying cross sell opportunities for the AE team.
• Own churn-save decisions independently for digital customers enabling faster response times and improved retention outcomes without reliance on manager approvals.
• Act as the bridge between automated digital engagement and personalized customer interactions ensuring continuity in the customer experience while triaging partners to the appropriate internal teams (Support Technical CSMs Billing Product) as needed.
• Close the loop on partner feedback by following up on feature requests reinforcing engagement and trust in the product roadmap while identifying systemic product or billing issues from inbound trends.
• Track and report on key segment metrics including churn rate save rate and expansion MRR and share structured insights such as monthly product feedback reports to inform cross-functional improvements.
  
  

What were looking for

We care about what you can do more than where youve done it. However experience in the following areas will help you hit the ground running in this role:

Must haves

• 1 years in B2B customer success account management or professional services working with accounts of various sizes.
• Demonstrated ability to manage a large diverse portfolio without dropping threads
• Comfort owning commercial conversations: renewals growth mid-term risk and a monthly performance target.
• Sharp prioritization instincts. You can triage a full inbox and a full book simultaneously and make good calls about what needs you today vs. next week.
• Strong written and verbal communication your emails are clear your calls are focused your follow-up is timely.
• Working experience with HubSpot and Gainsight (or a comparable CS/CRM stack).
• Actively uses AI tools to manage workload whether thats drafting outreach surfacing risk signals building automations or triaging priorities. This isnt a nice-to-have. If youre still doing everything manually this role will feel like a mismatch.

Nice to haves

• Experience managing a portfolio of 1000 customers.
• Familiarity with digital-first CS motions scaled engagement automated journeys and the judgment to know when to go high-touch.
• A track record of contributing to CS process improvement not just following playbooks but identifying where they break and fixing them.
  
  

Perks

ScalePad offers our employees a blend of purpose growth and genuinely great perks.

• Everyones an owner. Share in our success through our Employee Stock Ownership Plan (ESOP) and RRSP matching.
• Support for growing families. Parental leave programs are in place to support you and your family when it matters most.
• Structured mentorship with builders. Join opt-in mentorship programs and learn directly from founders and senior leaders whove scaled multiple SaaS ventures and spent decades in the MSP industry.
• Invest in your growth every year. Access an annual professional development budget to level up your skills your career and your impact.
• Set yourself up with great tools. Work with brand new top-of-the-line hardware and equipment so you can do your best work whether youre at home or in one of our hubs.
• Modern ways of working. Roles at ScalePad are structured as remote or hybrid with hub locations in Vancouver Toronto Montreal and Phoenix. Specific work models are outlined in each posting.
• Support for hybrid life. Receive a monthly stipend to help you create an effective hybrid or remote work environment.
• Well-being and time to recharge. Take care of yourself with 100% employer-paid benefits.
  
  

Before You Apply

This is a full-time role for those who are eligible to work in Canada or the United States. We thank all applicants for taking the time to apply but only candidates who make it to the next stage will be contacted.

Note on AI Use: ScalePad uses AI technology to support certain administrative aspects of our hiring process such as transcription note-taking and interview documentation. These tools are strictly used to assist our team and have no influence on candidate evaluation or hiring decisions.

No recruiters please.

Required Experience:

Manager