Customer Success Manager

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

📋 Description

• Take ownership of Customer Outcomes: Develop a thorough understanding of each customer's business, key priorities, workflows, stakeholders, and desired results. Convert these objectives into distinct success criteria, milestones, and a practical Customer Success Plan.

• Promote Adoption and Value: Leverage product expertise, customer interactions, usage analytics, and business context to pinpoint adoption gaps and opportunities. Guide customers towards the workflows and behaviors that will enhance their value from Lone Wolf solutions.

• Facilitate Proactive Engagement: Organize regular, proactive virtual meetings (either one-on-one or group) tailored to customer needs, segments, risks, and opportunities. Lead focused discussions to share updates and insights, offer best practices, tackle obstacles, and ensure clients are continually deriving value from their investment.

• Oversee Customer Health and Risk: Constantly evaluate customer health metrics and usage data to preemptively identify potential risks, diagnose root causes, and implement documented recovery strategies with defined actions, responsibilities, timelines, and communication.

• Coordinate the Customer Experience: Collaborate effectively across Support, Implementation, Product, Sales, and other teams to provide a cohesive customer experience. Although you may not execute every task personally, you will maintain ownership of customer communications, internal alignment, and follow-through.

• Prepare for Renewals: Ensure customers are set for renewal by helping them achieve measurable value, maintaining robust stakeholder alignment, and identifying risks well in advance of the renewal date. Work closely with Sales or the relevant commercial owner to deliver an accurate, evidence-based assessment of account health, outcomes, and renewal risks.

• Enhance Team Excellence: Share knowledge, contribute ideas, enrich playbooks and best practices, and foster a culture of accountability, learning, collaboration, and continuous improvement.

⛳️ Requirements

• A customer-first mindset with a strong desire to drive customer outcomes and deliver value in every interaction.

• Over 3 years of experience in a customer-facing Success role (Customer Success, Account Management, or similar) within a SaaS environment.

• Proven ability to comprehend customer business needs and link software adoption to measurable results.

• Excellent consultative skills, including discovery, active listening, problem diagnosis, and the capability to guide or constructively challenge customers.

• Experience managing a portfolio of customers with competing priorities, risks, and deadlines.

• A proactive team player and emerging leader — you contribute ideas, speak up, and uplift the team through positivity, initiative, and knowledge-sharing.

• Strong written and verbal communication skills — adept at simplifying complex topics and tailoring messages to different audiences.

• Solid problem-solving abilities and a proactive attitude towards managing customer needs and resolving issues.

• Collaborative and resourceful — you know when to take ownership and when to involve teammates or other departments.

• A keen interest in technology and a passion for helping customers adopt software to enhance their business.

• Bonus: Experience in real estate is an advantage but not mandatory.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional growth and career advancement.

• Flexible work hours and remote work options.

• Collaborative and innovative work environment.