Customer Success Manager

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

📋 Description

• Manage post-onboarding relationships for a portfolio that predominantly includes SMB clients, along with some Enterprise accounts.

• Act as the main point of contact for customer success, expansions, retention, and realizing value.

• Conduct systematic customer check-ins and periodic reviews to verify adoption, progress, and outcomes.

• Monitor customer health indicators such as usage, engagement, feedback, and risk signs.

• Identify accounts at risk and implement retention strategies in collaboration with internal teams.

• Spot opportunities for expansion, including additional users, modules, or services.

• Collaborate with customers to ensure prompt renewals of Isolocity software.

• Lead Quarterly Business Reviews, primarily for high-value or enterprise clients.

• Promote adoption through guided engagement and self-service resources.

• Enhance Customer Success playbooks, processes, and templates.

• Provide customer insights, successful patterns, and product gaps to internal teams.

• Work together with Support, Onboarding, Product, and Sales teams.

• Monitor success metrics such as GRR, NRR, account health, expansion revenue, QBR completion, platform adoption, renewals, CRM update quality, CSAT, and qualitative feedback.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or a related SaaS position focusing on retention and expansion.

• Strong background in Quality Management, with knowledge of Quality Management Systems or compliance-oriented environments and software.

• Experience in supporting SMB clients at scale, with some familiarity with enterprise accounts.

• Background in regulated industries is a plus.

• Knowledge of CRM systems and customer health monitoring tools.

• Excellent communication and relationship-building abilities.

• Comfortable operating in a dynamic, evolving environment where processes are still in development.

🏝️ Benefits

• Base salary plus bonus with highly competitive OTE.

• Full remote work opportunity – we operate as a virtual business.

• Flexible hours – performance evaluated based on outcomes and KPIs rather than time logged.

• Health Insurance plus HSA.

• Performance-based bonus.

• Supportive and collaborative team environment.

• Opportunity to grow with a scaling SaaS company.

• Semi-annual in-person meetings to collaborate, plan, and celebrate successes.