CUSTOMER SUCCESS MANAGER
Yard Dawgs Lawn Care | Calgary, AB (in-office)
Full-time | $85,000 base + performance bonus ($85,000 to $100,000 OTE)
ABOUT THE ROLE
Yard Dawgs is Western Canada's fastest-growing lawn care company, serving over 10,000 customers across six cities and scaling fast. Our goal is 15,000 customers in 2027, and retention is how we get there. We are not looking for someone to babysit a contact list. We are looking for the person who owns customer retention for the entire company.
This is a leadership role with a clear mission: deliver a world-class customer experience to every Yard Dawgs customer, with an obsessive focus on the first year. Most customers who leave, leave in year one, so a flawless onboarding and an unforgettable first season is the whole game. You will run our Customer Success team, set the standard for every email and every phone call, and be measured on how many customers we keep. If you are the kind of person who looks at a churn report and immediately wants to know why, this is your job.
You will report directly to ownership and work alongside sales, operations, and our service teams.
WHAT YOU WILL OWN
The first-year customer experience (your top priority)
- Own onboarding and the entire first-year journey, where churn is highest and where this role is won or lost
- Build a first season so good that customers cannot imagine leaving
- Drive down first-service wait times, a known cancellation driver
- Set up the touchpoints, check-ins, and follow-through that turn a new customer into a long-term one
A world-class standard on every interaction
- Set and hold the highest standard on every email and every phone call we send
- Be live on the call centre floor, in the work with your team, not managing from a distance
- Obsess over the details. You notice the small things that make service feel great or feel sloppy
- Go above and beyond for customers, and build a team that does the same by default
- Fully own every escalated customer situation and every bad review. Turn detractors into promoters and make sure no unhappy customer slips through the cracks
- Own the service-recovery playbook so problems become saves, not cancels
Retention performance
- Own our core retention KPIs: logo (customer) retention, net revenue retention, and churn
- Identify why customers leave and build the systems that stop it
- Run win-back and at-risk save processes
- Report retention numbers and trends to leadership, with a plan to move them
Scaling into 2027 and renewal season
- Help build the customer experience and CS plan for the 2027 season as we expand into 3 or more new markets
- Own renewal season. Be highly active and hands-on through our busiest renewal periods, when most of our retention is decided
- Make sure our service standard holds as we grow, in brand-new markets just as much as our established ones
The Customer Success team
- Lead, coach, and develop our CS and account management staff
- Set call quality standards and run QA on customer interactions
- Build and maintain SOPs so the team delivers consistently as we grow
- Handle escalations and the hardest customer conversations yourself
WHO YOU ARE
This is a people job at its core, so personality matters as much as the resume.
- You live and breathe customer service. Delivering a world-class experience is what gets you out of bed
- You are genuinely passionate about making people and customers happy. It energizes you, it is not a chore
- You go above and beyond by default, and you hold your team to the same standard
- You are obsessed with the details. The small things that make service feel exceptional are the things you live for
- You are comfortable with tough calls and hard conversations, and you do not avoid them
- You love problem solving and digging into why something is broken until you fix it
- You love software and tools, and you pick up new systems fast
- You thrive working with a team and bringing energy to the people around you
- You are likely an outgoing, extroverted person who lights up when improving the customer experience
WHAT WE ARE LOOKING FOR
Required
- 3 to 5+ years in customer success, retention, or account management
- Direct experience leading or managing a team
- A data-driven operator. You are comfortable with retention math, cohorts, and dashboards, and you make decisions from numbers, not gut feel
- Strong people leadership and coaching ability
- Excellent communication and de-escalation skills under pressure
- A process builder who creates order, not someone who needs it handed to them
Strong assets
- Background in a service, home-services, or high-volume consumer business (not only software)
- Experience with a CRM or help desk system (HubSpot is a plus)
- Familiarity with phone systems and call coaching tools
- Obsession on customer experience and making customers happy
WHY THIS ROLE MATTERS
Keeping customers is the single biggest lever in our business. Every point of retention we gain is worth more than the cost of winning a brand-new customer. You will not be a cost center. You will be one of the most directly accountable people in the company, with the comp to match when you deliver.
COMPENSATION
- Base salary: $85,000
- Performance bonus: tied directly to retention and customer experience targets
- Benefits and growth opportunity as the company scales toward its next stage
HOW TO APPLY
To apply, send us three things:
- Your resume
- A cover letter telling us why this role, and why you
- Your written answers to the screening questions below
Very important: Applications missing any of the three will not be reviewed. We read the screening answers first, so put your best thinking there.
Please do not use AI to write your cover letter or your screening answers. We want to hear from you, in your own words, in your own voice. Write a genuine letter about why you would be the best fit here. We can tell the difference, and authentic beats polished every time.
Pay: $85,000.00-$100,000.00 per year
Benefits:
- Dental care
- Extended health care
Application question(s):
- A new customer just signed up. Walk us through the first 90 days of the experience you would build for them to make sure they never want to leave. Be specific.
- We manage over 10,000 accounts across a stack of software (CRM, help desk, phone system). Tell us about the software and tools you have lived in day to day, the highest call or ticket volume you have handled, and a time you used technology or data to make a customer service team run better.
- Tell us about a time you measurably improved customer retention or reduced churn. What did you do, and what were the numbers before and after?
Work Location: In person
