Customer Success Manager

This role offers the opportunity to act as a trusted advisor to a large portfolio of customers, helping them unlock measurable value from a leading SaaS platform in the trades industry. You will be responsible for building strong, long-term relationships while ensuring customers achieve their business goals through effective product adoption and engagement. The position blends proactive customer success management with reactive support, requiring you to anticipate needs, resolve issues, and guide customers through complex challenges.

You will use data and insights to identify risks, drive retention, and uncover expansion opportunities. Working closely with cross-functional teams, you will help shape customer outcomes, improve satisfaction, and strengthen advocacy. This is a high‑impact role for a customer‑obsessed professional who thrives in a fast‑paced, relationship‑driven environment.

• Manage a portfolio of approximately 100 customer accounts as the primary Customer Success Manager and trusted point of contact
• Build and maintain strong long‑term relationships with key stakeholders, including senior‑level customer contacts
• Drive product adoption and business value by developing tailored success and ROI‑driven customer plans
• Proactively engage customers through regular outreach to understand goals, challenges, and opportunities
• Respond to customer inquiries and issues, coordinating with internal teams to ensure timely resolution
• Monitor customer health metrics and usage data to identify churn risks and expansion opportunities
• Design and execute targeted engagement initiatives such as training, workshops, and success campaigns
• Collaborate cross‑functionally with product, sales, support, and engineering teams to improve customer outcomes
• Collect and relay customer feedback to inform product improvements and roadmap decisions
• Support renewal conversations and identify upsell and cross‑sell opportunities to drive revenue growth

• 2+ years of experience in customer success, account management, sales, or other customer‑facing roles
• Strong ability to build relationships and manage multiple accounts in a fast‑paced environment
• Excellent communication skills, both written and verbal, with strong presentation capabilities
• Proven problem‑solving and de‑escalation skills with a customer‑first mindset
• Ability to analyze customer data and translate insights into actionable success strategies
• Highly organized, detail‑oriented, and capable of managing multiple priorities simultaneously
• Self‑starter mindset with strong ownership, accountability, and adaptability in remote environments
• Comfortable working cross‑functionally with technical and non‑technical teams
• Experience with CRM or analytics tools such as Salesforce, Gainsight, or Tableau is an asset
• Passion for helping customers achieve business outcomes and long‑term success

• Competitive compensation package with base salary between 53,900 CAD and 80,900 CAD, plus commission eligibility
• Equity opportunities as part of the total compensation package
• Comprehensive medical, dental, and vision coverage for employees and dependents
• Flexible time off policy with strong support for work‑life balance
• Remote work flexibility and autonomous working environment
• Parental leave support and family‑building benefits
• Health and wellness programs, including EAP and mental health support
• Learning, mentorship, and career development programs
• Inclusive culture focused on diversity, equity, and belonging