Customer Success Manager

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

📋 Description

• Take ownership of customer progression throughout established lifecycle phases (Onboarding, Adoption, Renewal).

• Facilitate activation and ensure that customers derive initial value promptly.

• Assess customer health utilizing usage data and lifecycle indicators, proactively addressing potential risks.

• Implement targeted interventions based on customer health status (e.g., Red/Yellow/Green).

• Assist with organized onboarding and steer customers through Velixo Academy and available training resources.

• Guarantee a seamless transition from Sales and/or Partners into the onboarding phase.

• Partner with collaborators to support shared customers, adjusting to various delivery models.

• Aid renewal processes through proactive interaction and early identification of risks.

• Spot opportunities for customer advocacy and relay feedback to Product and internal teams.

• Act as a trusted advisor, guiding customers through their post-sales experience while maximizing their Velixo investment.

• Work alongside Sales and Reseller Partners to enhance customer relationships and uncover expansion opportunities.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or Support within a SaaS or ERP setting.

• Exceptional ability to convey complex concepts clearly to both technical and non-technical stakeholders.

• Proven experience handling customer data (usage metrics, engagement signals) to inform decision-making.

• Skilled in managing multiple priorities across a diverse portfolio of customers.

• Strong analytical and critical thinking abilities.

• Comfortable thriving in a fast-paced, evolving environment where processes are continually being developed and refined.

• A collaborative mindset with the capability to work cross-functionally with Sales, Support, Product, and Partners.

• Advanced skills in Microsoft Excel or similar analytical tools; experience with ERP/accounting systems is highly regarded.

🏝️ Benefits

• Competitive salary.

• Comprehensive benefits package, which includes: Group health insurance.

• RRSP match (up to 6% of base salary).

• Remote work environment.

• Opportunities for career advancement in a rapidly growing company.

• A dynamic and supportive team that prioritizes innovation, collaboration, and customer success.