Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of contact for onboarding new clients, training ClearRisk users, and delivering support after go-live.

• Facilitate training via online sessions, Q&As, webinars, and self-paced learning resources.

• Promote training sessions, webinars, and the ClearRisk Knowledge Base to foster participation and adoption among users.

• Analyze data to assess the impact of training on customer success, product adoption, and business results.

• Maintain regular communication with customers, conduct interviews, collect system usage feedback, and offer insights for improvement.

• Develop case studies and testimonials that showcase customer ROI success stories.

• Work in collaboration with internal teams and clients to assist with contract renewals and expansion opportunities.

• Provide customer-informed contributions to product, marketing, and sales processes.

• Measure platform engagement and offer feedback on enhancements to products and services.

• Share insights and best practices to help customers maximize the value of the ClearRisk platform.

• Oversee and track customer implementations, timelines, and deliverables.

• Collaborate with internal teams to address technical issues.

• Support ongoing improvements to onboarding, implementation, and adoption processes.

• Configure the platform to meet customer needs and troubleshoot technical issues alongside the development team.

• Create and manage key performance indicators and reporting.

• Assist in assessing and refining Customer Success processes, methodologies, and organizational structure.

⛳️ Requirements

• Bachelor's degree or college diploma in education or business administration, or equivalent experience.

• 3–5 years of relevant experience in Customer Success, learning and development, Account Management, Client Services, or a similar role, preferably in a SaaS context.

• Familiarity with CRM and Customer Success Management platforms such as Salesforce, ChurnZero, ClientSuccess, or comparable tools.

• Experience in managing customer data, tracking engagement, monitoring customer health metrics, and generating reports.

• Technical aptitude to learn and articulate software products, troubleshoot customer issues, and collaborate with development teams.

• Knowledge of the customer journey and strategies for ensuring the quality of deliverables.

• Strong organizational and project management capabilities.

• Attention to detail, ability to multitask, manage time effectively, meet deadlines, and handle multiple accounts and priorities.

• Excellent communication skills with the ability to conduct effective training programs.

• Strong analytical skills to interpret customer data and convert insights into actionable strategies.

• Customer-centric mindset with a proactive approach to problem-solving and relationship management.

• Capability to analyze data and customer feedback to enhance engagement, retention, and process improvements.

• Exceptional written and verbal communication abilities.

• Energetic, self-driven, and results-oriented.

• Adaptability and resilience in a dynamic, fast-paced environment.

• Proficient in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook.

🏝️ Benefits

• Flexible work environment.

• Culture of openness and idea generation.

• Open access to decision-makers.

• Career-building opportunities.

• Commitment to diversity, inclusion, and community development.

• Competitive compensation package.

• Comprehensive benefits package.