Customer Success Manager.

Accountabilities

• Manage customer relationships after the implementation phase, ensuring clients continue to realize value from the platform and achieve their business objectives.

• Take direct responsibility for customer renewals and account expansion, collaborating with internal teams to identify growth opportunities.

• Develop and monitor customer health metrics to identify churn risks, engagement challenges, and accounts requiring additional support.

• Analyze customer adoption trends using tools such as ChurnZero to identify opportunities to simplify product experiences and improve platform usage.

• Manage the Net Promoter Score (NPS) process from beginning to end, following up with dissatisfied customers and implementing strategies to improve their experience.

• Represent the voice of the customer in discussions about product development, marketing initiatives, sales processes, and service improvements.

• Provide strategic guidance and actionable insights that help customers maximize platform adoption, improve operational efficiency, and achieve business growth.

• Act as the primary advocate between customers and internal teams, ensuring feedback, concerns, and opportunities are communicated effectively.

• Develop and document standard operating procedures (SOPs) for high-value accounts to support consistent engagement and successful customer outcomes.

• Encourage adoption of relevant platform features, educational resources, webinars, and customer events.

• Collaborate cross-functionally with Sales, Product, Marketing, and Implementation teams to improve customer satisfaction, retention, and expansion.

• Participate in and support customer education initiatives, including BootCamps, trade shows, webinars, and partner events.

• Use customer data, feedback, and account performance indicators to recommend improvements and guide success strategies.

• Contribute to continuous improvement by developing scalable processes and identifying opportunities to enhance the customer journey.

• Travel as required to support customer education events and industry activities.

Requirements

• Ideally, 2 or more years of experience in Customer Success, Account Management, Management Consulting, Business Development, or another client-facing role.

• Demonstrated experience building and maintaining strong customer relationships while supporting retention, engagement, renewals, and account growth.

• Excellent verbal and written communication skills, with the confidence and professionalism to engage stakeholders at different organizational levels.

• Strong organizational skills, attention to detail, and the ability to manage multiple customer relationships and priorities simultaneously.

• Proven ability to identify customer challenges, mitigate churn risks, and develop practical strategies to improve satisfaction and long-term outcomes.

• Strong analytical skills, including the ability to interpret customer data, identify trends, and translate findings into actionable recommendations.

• Familiarity with Microsoft Excel for analyzing information and supporting data-driven decision-making is preferred.

• Experience collaborating with cross-functional teams, including Sales, Product, Marketing, and Implementation.

• Ability to create structure in ambiguous situations, establish effective processes, and adapt to changing business priorities.

• A proactive, results-oriented mindset, with a strong bias for action and the ability to move initiatives forward efficiently.

• An empathetic, positive, and customer-focused approach, with a genuine interest in helping clients achieve their goals.

• Comfort working in a dynamic, fast-paced environment where flexibility, initiative, and the ability to manage multiple responsibilities are important.

• Willingness to travel occasionally for customer education sessions, industry events, and partner activities.

• Work authorization: Candidates must be legally authorized to work in Canada or the United States without requiring employer-sponsored work authorization.

Benefits

• Base salary: CAD $80,000–$90,000 per year for Canada-based candidates.

• Performance bonus: Additional bonus opportunity of 10%–15%, as specified in the original job description.

• Remote work: Remote working arrangement.

• Healthcare benefits: Employer-funded, Health Spending Account (HSA)-based benefits plan in Canada, including prescription drug, dental, and mental health coverage.

• Retirement savings: Registered Retirement Savings Plan (RRSP) matching for Canadian employees.

• Paid time off: Unlimited paid time off, subject to company policies and applicable requirements.

• Company holidays: Paid company holidays.

• Winter break: Company-wide winter break from December 24 through January 1.

• Professional development: Career development conversations and support for relevant tools, courses, and learning resources.

• Collaborative culture: A supportive, team-oriented environment that values collaboration, accountability, innovation, and continuous improvement.

• Additional details: Eligibility, benefit limits, and applicable policies should be confirmed with the hiring team.