Customer Success Manager

Customer Success Manager - $28.85-$43.00 per hour Base pay range

CA $28.85/hr - CA $43.00/hr

We are hiring a Customer Success Manager to support our expansion into the U.S. market. Reporting to the Director of Customer Success, this role plays a critical part in helping brokers and partners successfully adopt and use our SaaS solutions.

You will act as a key point of contact for customers, coordinating with development, product, and partner teams to resolve issues, improve adoption, and deliver an excellent customer experience. This role sits at the centre of cross‑functional collaboration and customer engagement.

• Support onboarding of new clients in partnership with Account Managers.
• Design, test, and improve onboarding strategies to drive customer engagement.
• Manage inbound chat, phone, and email support requests.
• Provide daily support to users by troubleshooting issues and removing blockers.
• Communicate clearly with customers, internal teams, and leadership.
• Maintain accurate documentation of customer interactions and resolutions.
• Collaborate with product and development teams on improvements and enhancements.
• Host onboarding, training, and enablement sessions.
• Create and maintain documentation and internal training resources.
• Implement new processes to improve efficiency, customer satisfaction, and cost control.
• Participate in special projects as assigned by the Director of Customer Success.

• 4–6 years of experience in Customer Success or Account Management roles.
• At least 2 years of experience in a team lead or people management capacity.
• Experience in the mortgage or financial services industry is an asset.
• Post‑secondary degree in Business, Communications, or a related field.
• Strong written and verbal communication skills.
• Excellent time management and organizational abilities.
• A customer‑first mindset and passion for helping clients succeed.

• Competitive compensation with base pay and bonus potential.
• Remote‑first work environment - work from anywhere in Canada.
• Modern hardware and software tools.
• Budget for professional development and continuous learning.

Candidates must be current Canadian residents. Employment is subject to a successful criminal background check.

Mid‑Senior level

Full‑time

• Customer Service, Information Technology, and Sales