Senior Manager of Customer Success – SaaS

Why BoomerangFX?BoomerangFX is more than just a tech company—it’s a movement revolutionizing private-pay healthcare. Recognized on Deloitte’s Fast 500 as one of North America’s fastest-growing tech companies (6th in Canada, 23rd in North America), we’ve scaled over 8,000% and are on track for an IPO.With headquarters in Miami and offices spanning the Canada, the UK, Australia, and Barbados, BoomerangFX is a global enterprise backed by international private equity. We’re honored as Gartner’s Disruptor of the Year and have built a recession-resilient business model in a rapidly expanding market which reflects our bold ambition to dominate the healthcare technology landscape as a global leader in practice management software and digital marketing solutions.At BoomerangFX, we empower medspas, cosmetic surgery clinics, dermatology practices, dental offices, vision clinics, and more with an all-in-one SaaS platform. Our solutions streamline practice management, EMR, scheduling, lead generation, and digital marketing, helping hundreds of clinics boost revenue, improve efficiency, and enhance patient experiences.Join us in a high-growth, entrepreneurial environment where you can make a real impact as we disrupt the healthcare industry and shape the future of practice management. If you’re ready to challenge the ordinary, we want you on our team.Position OverviewWe are seeking a client-focused and results-driven Senior Manager of Customer Success to lead and scale the customer success function within our SaaS onboarding and client retention process. This role is ideal for a hands-on leader with experience managing customer success teams, optimizing onboarding workflows, and driving client satisfaction and adoption in a fast-paced SaaS environment.You will oversee a growing customer success team, ensuring clients receive a seamless onboarding experience, personalized support, and measurable outcomes using the BoomerangFX platform.The ideal candidate has 3–5 years of experience in a SaaS or SaaS implementation environment, strong leadership and communication skills, and a passion for building long-term client relationships. Experience with ChurnZero or similar customer success tools is strongly preferred.Key ResponsibilitiesLead, coach, and manage a high-performing customer success team, ensuring accountability, client satisfaction, and retention.Oversee data migration reviews to ensure accuracy, integrity, and smooth transitions for clients moving from legacy systems to the BoomerangFX platform.Drive client adoption and engagement, ensuring customers realize full value from the platform through structured onboarding, training, and proactive success management.Collaborate cross-functionally with Product, Engineering, and Operations teams to address client needs and enhance the customer experience.Implement scalable processes to improve onboarding efficiency, retention rates, and overall client satisfaction.Utilize ChurnZero to monitor customer engagement, health scores, and success metrics to proactively manage relationships.Analyze client feedback, identify trends, and recommend strategies for continuous improvement in service delivery and customer outcomes.Develop and enforce standard operating procedures (SOPs), success playbooks, and quality benchmarks for the customer success function.Act as an escalation point for complex client issues and ensure timely resolution in collaboration with internal teams.Regularly report on customer success metrics and recommend improvements to increase adoption, satisfaction, and renewals.Qualifications5+ years of experience in Customer Success, SaaS implementation, or client onboarding roles within a SaaS environment.Experience managing a team of 10 or more customer success professionals.Strong track record of driving adoption, retention, and satisfaction for software or technology clients.Exceptional communication, leadership, and relationship management skills.Proficiency with ChurnZero or similar customer success and CRM tools.Strong project management and organizational skills, with the ability to oversee multiple client engagements simultaneously.Experience developing and maintaining processes, quality standards, and customer success frameworks.Ability to work collaboratively across multiple departments to deliver client outcomes.Nice to HaveBackground in high-growth SaaS or technology companies.Familiarity with data-driven customer insights or analytics platforms.What’s in it for You:At BoomerangFX, we provide the opportunity to thrive in a hyper-growth, game-changing environment.Competitive Salary: $80,000 - $95,000 + 10% bonus.Entrepreneurial Mindset: We encourage ownership, innovation, and collaboration, giving you the opportunity to drive meaningful change.Growth-Driven: We foster a collaborative culture where every team member is valued. You’ll work alongside passionate individuals committed to achieving ambitious goals together.Competitive Salary and Benefits: Comprehensive benefits including health, dental, and vision coverage, and performance-based bonuses.Rewarding Excellence: High performers are recognized and rewarded with generous incentives and advancement opportunities.Accessibility Statement:BoomerangFX is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified individuals for our career opportunities and are dedicated to accommodating people with disabilities. If you need accommodation at any stage of the application process, please contact us at recruitment@boomerangfx.com.