Customer Success Manager, Buying Groups

Customer Success Manager, Buying Groups About LBMX

LBMX is a dynamic and growing SaaS company with an international perspective, proudly based in London, Ontario. As we continue our strong growth trajectory, we’re looking for talented, driven, and collaborative individuals to join us and help shape what’s next.

Recognized as one of Canada’s Top 100 Employers, LBMX combines strong performance with a people-first culture. We believe in building meaningful careers, supporting work-life balance, and creating an environment where your contributions are valued and your growth is encouraged.

At LBMX, you’ll have the opportunity to grow, contribute meaningfully, and be part of a team building something exceptional.

The Customer Success Manager – Buying Groups owns the post-go-live relationship for assigned buying group accounts and is accountable for value realization, retention, and account health. This role is the customer's primary ongoing point of contact after implementation, responsible for ensuring each group and its members are actively using what they purchased, are achieving measurable outcomes from the LBMX platform, and are positioned to renew and expand.

Working closely with Implementation, Support, Account Management, and Product, the Customer Success Manager identifies risk early, drives adoption against contracted entitlements, and generates qualified expansion opportunities for the Account Manager.

Positions Available:2

• Own a defined portfolio of buying group accounts, maintaining accurate and up-to-date records of account health, product adoption, risks, and renewal status.
• Conduct project close-out surveys via phone or email following implementation to gather customer feedback, identify improvement opportunities, and share insights with the Implementation team.
• Execute a structured engagement cadence based on account tier and risk level, ensuring all customer interactions occur on schedule and are documented within the CRM.
• Drive contract value realization by comparing purchased solutions with actual platform usage, identifying gaps, and partnering with customers to develop and execute adoption plans.
• Monitor key customer health indicators, including network density, transaction throughput, entitlement activation, and other adoption metrics, proactively addressing declines before they result in churn.
• Lead value realization discussions with buying group leadership and member stakeholders, demonstrating how platform adoption supports measurable business outcomes.
• Prepare and deliver regular Business Reviews, highlighting performance against contracted services, adoption progress, outstanding action items, and future roadmap initiatives.
• Serve as the primary point of escalation for assigned accounts, coordinating with Support, Implementation, Product, and other internal teams to resolve issues while providing timely customer communication.
• Identify and qualify Customer Success Qualified Leads (CSQLs), documenting the opportunity, supporting evidence, and recommended next steps before transitioning to the Account Manager.
• Own renewal readiness by proactively identifying risks, customer sentiment, competitive threats, and commercial concerns, escalating findings to the Account Manager and Manager, Customer Success well in advance of renewal discussions.
• Maintain accurate CRM records, including customer health scores, meeting notes, action items, and next steps, ensuring account information reflects the current customer state.
• Contribute to the continuous improvement of Customer Success processes by developing playbooks, adoption resources, escalation procedures, and reusable customer-facing materials.
• Participate in implementation handoff meetings to…