Sr Manager, Digital Customer Success

About Minga

At Minga, we’re creating the Student Behavior Platform schools can’t imagine running without. We’re on a mission to make school life run smoother and have fun while we’re at it.

We’re a tight-knit team of curious, creative, and low-ego humans who genuinely enjoy working together. We care deeply about the work we do and the people we do it with, and that shows up in how we lead, collaborate, and celebrate.

Our culture is built on trust, ownership, and continuous learning. Whether you’re working from our Kelowna HQ or remotely, you’ll have the autonomy to do your best work, the support to grow, and the opportunity to make a real impact in the lives of educators and students.

The Role

We’re not just hiring for a position, we’re adding a teammate. Someone who wants to help build what’s next, take real ownership, and grow with us along the way.

As a Sr Manager, Digital Customer Success, you’ll focus on delivering exceptional digital-first customer experiences that drive strong adoption, retention, and outcomes for Minga’s schools, teachers, and students. Reporting to the Director, CX, you will own and lead digital success initiatives, managing projects end-to-end while leveraging data, technology, and process innovation to scale impact across our customer base. In this role, you’ll shape both our digital customer success strategy and the evolution of our team practices—setting the bar for standards, processes, and results in how we engage, support, and grow our school communities.

What You’ll Do

• Strategy & Leadership: Develop and execute a comprehensive digital customer success strategy, including digital programming and customer journey mapping, to improve customer onboarding, engagement, retention, and expansion.

• Scaled Success: Design and implement automated, low-touch customer success programs using various digital channels
  • In-app guidance - collab with product
  • Email automation - collab with customer marketing
  • Webinars
  • Self-service content.

• Onboarding & adoption: Development of in-app guidance

• Digital Programs: Create and manage digital programs to support customer milestones, including onboarding, adoption, renewal, and advocacy.
  • Building out programming and playbooks for scaled success team

• Customer Journey Management: Map and optimize the customer lifecycle journey, identifying key touchpoints and opportunities to deliver personalized, relevant digital experiences. Use data to segment customers and tailor digital content and outreach.

• Cross-functional Collaboration: Partner with product, marketing, and sales teams to align on customer success goals and ensure a seamless customer experience.

• Technology & Tools: Own and manage the digital customer success technology stack.

• Data & Analytics: Define and track key performance indicators (KPIs) for digital customer success programs, such as product usage, customer health scores, and net retention. Use data to identify trends, measure program effectiveness, and make data-driven decisions.

What We Require

• Experience: 5+ years in a customer success or related role within a SaaS environment, with at least 2 years in a management position focused on scaled or digital customer success.

• Technical Skills: Experience with customer success platforms (e.g., Gainsight, ChurnZero, Catalyst), marketing automation tools (e.g., Marketo, HubSpot), and business intelligence tools (e.g., Tableau, Power BI).

• Analytical Skills: Strong analytical and problem-solving skills, with the ability to interpret data and translate insights into actionable strategies.

• Communication: Excellent written and verbal communication skills, with the ability to create compelling digital content and presentations.

• Education: Bachelor's degree in Business, Marketing, or a related field.

Who You Are

• You’re naturally curious, self-directed, and energized by building
• You care just as much about how things get done as what gets done
• You thrive in collaborative environments and aren’t afraid to take the lead
• You value transparency, feedback, and a shared commitment to doing great work
• You’re passionate about making a difference and having fun while doing it

How We Work (and What We Value)
Our values aren’t just what we believe, they’re how we show up every day:

🌱 Growth – Always learning, always evolving
💬 Respect – Every voice matters
🧭 Integrity – Doing what’s right, even when it’s hard
🔥 Passion – Bringing energy and heart to everything we do

What You Can Expect at Minga

Flexible, Hybrid-First Work: Work in a way that works for you. Our hybrid model blends in-office collaboration days with the freedom of remote work. Some roles are fully remote, and we make sure our remote teammates are just as engaged, connected, and celebrated as those in the office.

Inclusive leadership: Monthly CEO Lunch & Learns, open Q&As, and transparent updates; our leadership team listens, acts, and keeps the lines of communication open

Culture of connection: Social events, virtual meetups, and 2 annual offsites to bring everyone together

Growth investment: We invest in you. With dedicated time and budget for growth, you’ll have the freedom to explore, upskill, and expand your impact

Recognition that matters:  From Slack shoutouts to company-wide recognition we pause to celebrate progress

Perks with purpose: 

• Equitable pay + transparency
• Flexible PTO (vacation + personal days)
• Health, dental, and vision benefits for you & your family
• Mental health and wellness support
• A team that leads with heart, values every voice, and loves what they do

👋 Sound like your kind of place?
Apply now, we’d love to meet you.

What You Can Expect From Us

At Minga, you’re more than just an application, you’re a real person with a story we want to hear. Every résumé is reviewed by a human on our team (no bots ghosting you here), and we make it our mission to keep you in the loop from hello to final decision.

We believe in clear communication, mutual respect, and making sure every candidate walks away feeling valued; whether we end up working together or not.

If this role feels like a fit, or even a maybe, hit that apply button. We’re genuinely excited to learn more about you.

Let’s build something meaningful together.