Customer Success Manager; ERP Job Ottawa Ontario Canada,Business

Position: Customer Success Manager (ERP)

Description

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About the role

We're hiring a Customer Success Manager to own the post-implementation relationship with a portfolio of ERP customers. You'll make sure each customer gets measurable value from the platform across finance, supply chain, inventory, construction projects, and Payroll-HR, and that they renew and grow with us.

You'll sit between the customer's leadership, their system admins and our internal teams (Implementation, Support, Product and Sales). You'll be the person who understands both how the business runs and how the ERP supports it.

Reports to: Operations Manager ·
Location: Hybrid ·
Type: Full-time

Key responsibilities

Onboarding and go-live transition

Take the handoff from Implementation at go-live and make sure nothing important is lost along the way.

Set clear success plans with each customer, tied to business outcomes such as faster month-end close, better inventory accuracy or shorter order-to-cash cycles.

Steady the account through hypercare and the first 90 days after go-live.

Adoption and value

Track usage across modules and find where users fall back on spreadsheets or workarounds.

Run quarterly business reviews (QBRs) that show ROI and set priorities for the next quarter.

Suggest process improvements, configuration changes and training to deepen adoption.

Guide customers through upgrades, new releases and moves to the cloud.

Retention and growth

Own gross and net retention for your book of business.

Spot expansion opportunities new modules, more users, new entities or sites.

Run renewal conversations alongside Sales, starting at least days before the renewal date.

Risk and escalation management

Watch account health and act early on risk signals: low usage, a sponsor leaving, open critical tickets.

Coordinate cross-functional responses to escalations, including critical issues during period-end close.

Speak for the customer internally and bring product feedback to the Product team.

Relationship management

Build relationships at several levels: CFO and COO sponsors, controllers, operations leads and system admins.

Keep account records, health scores and activity up to date in the CRM.

Qualifications

Required

4+ years in customer success, account management or ERP consulting in B2B software.

Hands-on experience with at least one ERP platform, such as Sage, or Acumatica.

Solid grasp of core business processes: procure-to-pay, order-to-cash, record-to-report, inventory and production planning.

A track record of managing a book of business with renewal and expansion targets.

Confidence presenting to executives and running QBRs.

Clear written and spoken communication in both French and English.

Preferred

A background in accounting, finance or operations, or a CPA, or similar designation.

ERP vendor certifications.

Experience with CRMs.

Experience supporting upgrades or moves from on-premise to cloud ERP.

Bilingual in English and French.

HOW SUCCESS IS MEASURED

METRIC WHAT IT SHOWS

Gross revenue retention (GRR) Customers renewing at their current level

Net revenue retention (NRR) Renewals plus expansion, minus downgrades and churn

Module and user adoption How much of what customers bought they actually use

Customer health score Overall account risk, from usage, support and engagement

Time to value after go-live How fast customers reach their first agreed outcome

NPS / CSAT How customers feel about the relationship

Targets are set yearly and depend on the segment and size of your book of business.

What we offer

Competitive base salary plus a variable bonus tied to retention and expansion. Salary starts at $80,.00

Health, dental and vision benefits.

A budget for ERP certifications and professional development.

Flexible hybrid or remote work.

A clear path to Senior CSM, Strategic CSM or CS leadership.