Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Deliver prompt and precise technical support to clients through phone, email, live chat, and ticketing systems.

• Diagnose software-related challenges and assist users in navigating solutions.

• Identify and rectify technical and functional software problems.

• Refer complex issues to senior technical teams as needed.

• Serve as the customer's advocate and relay feedback to product development and sales teams.

• Keep detailed records of customer interactions, issues, and resolutions within the ticketing system.

• Aid in building a comprehensive knowledge base.

• Follow up with clients to ensure their satisfaction.

• Spot opportunities for additional training or support.

• Cultivate enduring customer relationships.

• Collaborate with sales, product, and development teams to provide a seamless customer experience.

• Report directly to the Director of Client Operations.

⛳️ Requirements

• A minimum of a bachelor’s degree in business, marketing, or English.

• Over 5 years of experience in supporting or implementing business software (ERP, field service, accounting, or payroll software preferred).

• Proficient in troubleshooting cloud-hosted applications using AI tools.

• Previous experience in spearheading AI initiatives across customer service functions is a plus.

• Possess an analytical mindset — comfortable analyzing usage data and converting it into actionable plans.

• Highly organized, self-motivated, and capable of managing competing priorities across various accounts.

• Familiarity with customer service and CRM tools (e.g., Salesforce, Freshdesk, HubSpot).

• Strong knowledge of customer service tools like Freshdesk, HubSpot, or Salesforce.

• Exceptional interpersonal, listening, and written communication abilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.