Customer Success Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager based in Canada.

This role offers the opportunity to help shape and scale customer success strategies within a growing technology environment.

You will guide customers throughout their journey, ensuring successful onboarding, adoption, retention, and long-term value realization.

The position combines relationship management, data-driven insights, operational improvement, and cross-functional collaboration.

You will work closely with customers, partners, and internal teams to create scalable processes that improve customer outcomes.

This is an opportunity to influence the evolution of a customer success function while acting as a trusted advisor to a diverse customer base.

Working in a remote and collaborative environment, you will help build lasting relationships and contribute to business growth through customer advocacy.

• Own customer progression through key lifecycle stages, including onboarding, adoption, and renewal.
• Drive customer activation and ensure users achieve meaningful value quickly after implementation.
• Monitor customer health through usage data, engagement signals, and lifecycle indicators to proactively identify risks.
• Develop and execute targeted customer engagement strategies based on health assessments and business needs.
• Support structured onboarding programs and guide customers through training resources and educational materials.
• Ensure smooth transitions between sales, partners, and customer success teams during customer onboarding.
• Collaborate with partners and reseller networks to support shared customers and adapt engagement approaches.
• Support renewal activities through proactive communication, relationship management, and early risk identification.
• Identify customer advocacy opportunities and share insights with product and internal teams.
• Act as a trusted advisor by helping customers maximize the value of their solutions.
• Partner with sales and account teams to identify expansion opportunities and strengthen customer relationships.
• Contribute to the creation and improvement of customer success processes, frameworks, and operational practices.

• 5+ years of experience in Customer Success, Account Management, Customer Support, or a related role within a SaaS or ERP environment.
• Strong ability to communicate complex concepts clearly with both technical and non-technical audiences.
• Experience using customer data, usage metrics, and engagement insights to guide decisions and improve outcomes.
• Ability to manage multiple customer accounts, priorities, and projects simultaneously.
• Strong problem-solving, analytical thinking, and decision-making skills.
• Comfortable working in a fast-paced environment where processes are continuously developed and improved.
• Collaborative mindset with the ability to work effectively across Sales, Support, Product, and partner teams.
• Advanced proficiency with Microsoft Excel or similar analytical tools.
• Experience with ERP, accounting systems, or financial reporting is highly valued.
• Experience with digital or scaled customer success models is a plus.
• Experience working with partners, resellers, or channel ecosystems is an advantage.
• Familiarity with customer lifecycle frameworks and CRM platforms such as Hub Spot or similar tools is preferred.
• Experience creating dashboards or reports using customer or ERP data is beneficial.

• Competitive salary package.
• Comprehensive benefits coverage, including group health insurance.
• Employer-supported RRSP matching program of up to 6% of base salary.
• Fully remote work environment with flexibility and autonomy.
• Career growth opportunities within a rapidly expanding organization.
• Opportunity to help shape customer success practices and processes.
• Collaborative team culture focused on innovation, customer impact, and continuous improvement.
• Supportive environment that values work-life balance and individual contributions.