Customer Success Manager

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

📋 Description

• Take ownership of the entire customer lifecycle and manage client relationships from implementation to adoption, renewal, and expansion.

• Establish trusted connections with senior stakeholders and provide guidance on optimizing operations through AI and automation.

• Develop account strategies that align customer priorities with solution delivery, measurable outcomes, risks, and growth prospects.

• Collaborate with Technical Solutions to facilitate discovery and design sessions, comprehend customer workflows, and align technical recommendations with business value.

• Work alongside engineering, product, and operations teams to address complex challenges and promote enhancements.

• Bring order and progress to intricate situations, ensuring that decisions are made, commitments are clear, and outstanding items are resolved.

• Proactively identify account risks and implement mitigation strategies involving both client and internal stakeholders.

• Advocate for the customer by delivering structured feedback to product, engineering, and leadership teams.

• Conduct strategic and operational business reviews that showcase value, highlight decisions, and foster accountability.

• Constructively challenge both customers and internal teams when delays or decisions jeopardize intended outcomes.

• Mentor and support junior team members while contributing to the scaling of the Customer Success Management (CSM) function.

⛳️ Requirements

• 3–5+ years of experience in strategic customer success, consulting, solutions consulting, technical account management, product management, or another complex client-facing role.

• Outstanding communication skills with senior executives, operational leaders, and technical stakeholders.

• Ability to prepare meticulously, pose insightful questions, and formulate a well-informed perspective.

• Capability to structure ambiguous customer challenges and drive decisions and action plans.

• Strong commercial acumen that connects customer outcomes to retention, expansion, and long-term account value.

• Proactive and highly accountable mentality.

• Skill in managing strong personalities, navigating challenging conversations, and constructively challenging stakeholders.

• Analytical mindset with comfort in utilizing data to evaluate results, identify risks, and suggest actions.

• Technical curiosity and willingness to learn about how APIs, AI tools, LLMs, and automation products function.

• Ability to thrive in a fast-paced startup environment.

• Experience in B2B SaaS, AI and automation, contact centers, or digital transformation is a plus.

🏝️ Benefits

• Remote work.

• Flexible working environment.

• Opportunities for career advancement.

• Chance to work with a creative, diverse, and passionate team.

• Equal employment opportunities.

• Disability accommodations available throughout the application process.