Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of clients while ensuring consistent engagement.

• Cultivate and sustain robust relationships with key customer stakeholders.

• Keep precise records of customer data, account strategies, activities, and future steps in CRM and related platforms.

• Prioritize customer tasks based on account requirements, goals, engagement levels, and risk metrics.

• Assist customers in reaching their business goals through effective software adoption.

• Organize customer meetings, regular check-ins, and comprehensive business reviews.

• Discover opportunities to enhance product usage and customer engagement.

• Offer resources, training, and support for successful product adoption.

• Track customer health metrics, product usage, engagement levels, feedback, and account statistics.

• Recognize and address or escalate issues affecting customer satisfaction, adoption, and retention.

• Create and implement customer action plans in collaboration with internal teams.

• Aid retention and renewal efforts alongside Sales, Account Management, and other departments.

• Liaise with internal teams to resolve customer inquiries, concerns, and challenges.

• Manage issue escalation and ensure ongoing communication with customers until resolution.

• Follow up on outstanding issues and commitments.

• Partner with Sales, Account Management, Support, Implementation, Product, and other internal teams.

• Relay customer feedback, trends, and product requirements to internal stakeholders.

• Provide customer insights for improvements in products, services, and processes.

• Adhere to Customer Success processes, methodologies, and documentation standards.

• Offer suggestions to enhance processes, tools, and resources.

• Engage in initiatives and projects aimed at improving customer experience, adoption, and retention.

⛳️ Requirements

• 1-3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or another customer-facing role.

• Excellent written and verbal communication abilities.

• Capability to establish and nurture effective customer relationships.

• Strong organizational skills with the capacity to manage multiple customers, priorities, and deadlines.

• Ability to identify customer needs, assess challenges, and devise suitable next steps.

• Proficiency in collaborating with cross-functional teams.

• Familiarity with CRM systems and standard business productivity tools.

• Experience with SaaS or technology products is preferred.

• Background in managing a customer portfolio is preferred.

• Experience in supporting customer renewals or retention efforts is preferred.

• Experience working with local, state, or other public-sector organizations is preferred.

• Knowledge of customer health metrics, product usage data, or Customer Success platforms is preferred.

🏝️ Benefits

• Comprehensive health and wellness benefits package.

• Remote work flexibility (specific regional options apply).

• Flex Hours.

• Paid Time Off (PTO).

• Summer Fridays—shorter work weeks.

• Fun social events (both virtual and in-person).

• Charity initiatives.

• Career Framework with clear, structured paths for growth and ongoing learning.

• Accessibility accommodations during recruitment and selection.