Manager, Customer Success – Ford Pro
Job Description
Description
Lead, mentor, and scale a high-performing team of Customer Success Managers dedicated to delivering exceptional value to our Small and Medium-sized Business (SMB) customers. This role requires a strategic leader with a proven track record in managing customer-facing teams, a deep understanding of the SMB market, and a passion for cultivating outstanding customer experiences.
Minimum Qualifications:
Education:
- Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Candidates must provide proof of degree completion and, if obtained outside Canada, an Education Credential Assessment showing Canadian equivalency.
Experience:
- 3-5 years leading customer service or success teams with direct reports.
- At least 2 years using CRM systems like Salesforce for customer interaction management and reporting.
- Proven record of achieving and exceeding KPIs in a customer-focused environment.
Preferred Qualifications:
- Master’s degree (MBA) or relevant certifications preferred.
- 5+ years managing customer success teams, especially in fast-paced or high-growth settings.
- Advanced skills in Salesforce analytics and business intelligence tools.
- Experience defining and optimizing customer-facing processes to improve efficiency and product adoption.
- Ability to mentor and develop managers and senior team members.
- Knowledge of Ford Pro products/services or experience in automotive, fleet management, or B2B industries.
- Experience building cross-functional trust and collaboration.
- Proven problem-solving and innovation skills for complex customer issues.
We thank all applicants for their interest; only those selected for an interview will be contacted.
Ford of Canada is an Equal Opportunity Employer committed to diversity. Accommodations are available upon request. Candidates must be legally entitled to work in Canada; no sponsorship provided.
The primary responsibilities include:
- Strategic Leadership: Develop and execute customer success strategies, align with company goals, and proactively address problems and opportunities.
- Team Leadership & Development: Lead, mentor, and foster a collaborative culture, guiding through change.
- Customer Engagement & Advocacy: Build trusted relationships, understand industry trends, and support renewal and expansion opportunities.
- Process Optimization & Execution: Implement processes to enhance speed to value, product adoption, and operational efficiency.
- Data Analysis & Reporting: Use Salesforce and other tools to inform decisions and report to leadership.
- Cross-Functional Collaboration: Build relationships across teams to foster trust and collaboration.
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Company
Ford Motor Company
Location
Oakville
Country
Canada
Salary
100.000
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