Remote Customer Success Manager

Silver Blaze, a division of Harris, is seeking a Customer Service Manager who serves as the primary day‑to‑day liaison and trusted advisor to customers. As the central point of accountability for the customer experience, the CSM owns ongoing relationships with key operational stakeholders, coordinates support and CS‑led service activities, and serves as the escalation point that drives issues to resolution. The CSM will have a deep understanding of each customer’s configuration and how they use Silverblaze software, ensuring that the software capabilities remain aligned with customer goals—driving adoption, surfacing risk, and identifying opportunities for expansion.

This role balances relationship management, operational discipline, and strategic thinking, with a dedicated focus on customer outcomes. Remote work is available for candidates anywhere in Canada or the United States, with approximately 50% travel required. Candidates must hold a current, valid passport and be legally eligible to travel internationally. Preference will be given to candidates who can work in the EST timezone.

Salary range: 70K–80K.

AI & Innovation Mindset:
We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI‑enabled technologies, including copilots, chat‑based AI assistants, and automation tools, while maintaining appropriate judgment, security, and compliance standards.

• Build and maintain strong, trusted relationships with key operational stakeholders.
• Serve as the primary day‑to‑day liaison and go‑to resource for Silverblaze customers, ensuring their needs are met.
• Develop a deep understanding of each customer’s software configuration, business workflow, and goals to align Silverblaze’s capabilities with their needs.
• Organize and lead support ticket review calls with customers as needed, ensuring expectations are met.
• Conduct onsite customer visits as needed to strengthen relationships and address key issues.

• Monitor account health, including customer sentiment, usage trends, and operational performance to proactively identify and mitigate risks and share findings across departments.
• Drive adoption of Silverblaze solutions by identifying gaps and recommending actions to increase value realization.
• Evaluate, quantify, and report on customer satisfaction, taking corrective action on issues causing dissatisfaction.
• Identify opportunities for software expansion in partnership with the Sales team.
• Drive customer satisfaction to reduce attrition and secure recurring revenue.

• Act as the primary escalation point for customer issues, driving them to resolution.
• Lead post‑incident reviews with customers following major performance events, communicating root cause, remediation steps, and preventive actions.

• Quote requests from customers and partner business units, clarifying scope of request and confirming requirements before engaging internal teams.
• Coordinate with Engineering and Delivery to obtain level‑of‑effort details needed to build Service Order quotes.
• Respond to and deliver requested Service Orders in line with defined SLA guidelines.

• Keep the Sales team informed of key updates, risks, and opportunities.
• Support and contribute to business reviews with insights, performance data, and recommendations.
• Work collaboratively across Silverblaze to deliver the highest level of customer satisfaction.

• Track upcoming maintenance renewals, surface risk early, and partner with internal teams to address blockers.
• Attend finance AR calls and proactively work with customers and internal teams to ensure AR metrics are met.
• Monitor outstanding invoices for assigned accounts and follow up with customer contacts to resolve aging or disputed items.