Client Success Manager

Key Responsibilities

• Build and maintain strong, trusted relationships with clients throughout the customer lifecycle.
• Act as a strategic advisor, helping clients define goals, establish key performance indicators, and achieve measurable outcomes using Symplicity and Orbis solutions.
• Support clients with onboarding, implementation, adoption, and optimization of new and existing products and services.
• Facilitate discovery workshops and client meetings to understand business challenges, workflows, goals, and project requirements.
• Translate client business requirements into clear and actionable recommendations, mapping solution capabilities to client needs.
• Provide guidance and frontline support to help clients resolve product questions, challenges, and workflow issues.
• Help clients understand and adopt new product features, functionality, and best practices.
• Communicate technical concepts clearly to non-technical stakeholders and help clients understand how technology and data can improve their workflows.
• Work closely with Product, Development, Support, Implementation, and other internal teams to communicate customer feedback, ideas, questions, and requirements.
• Identify opportunities to improve product usability, functionality, adoption, and overall customer experience.
• Proactively identify at-risk clients and develop strategies to improve engagement, adoption, and customer satisfaction.
• Identify upsell and cross-sell opportunities within the existing client base and collaborate with Account Executives to support these opportunities.
• Develop and maintain client success stories, case studies, references, and other customer advocacy initiatives.
• Encourage customer engagement and feedback through webinars, roadshows, training sessions, community initiatives, and feedback sessions.
• Contribute to the creation and ongoing improvement of knowledge bases, customer resources, training materials, and support documentation.
• Participate in building a customer community where clients can share knowledge, best practices, ideas, and experiences.
• Work with the Billing team to help resolve billing, invoice, and sales quote-related issues when required.
• Maintain clear and proactive communication with clients and internal stakeholders.
• Manage priorities effectively, work independently, and continuously look for ways to improve processes and customer outcomes.
• Travel periodically for client meetings, onsite training, conferences, and other business activities.
• Perform other duties as assigned based on business and client needs.

What We're Looking For

• Bachelor's degree, college diploma, or equivalent professional experience.
• Experience working in Customer Success, Client Management, Account Management, Product Support, Implementation, Onboarding, or a similar customer-facing role.
• Experience working in a software or SaaS environment is highly desirable.
• Experience working with post-secondary institutions, universities, colleges, or the higher education sector is considered a strong asset.
• Strong digital literacy and willingness to learn new technologies and software platforms.
• Ability to understand data, workflows, and technology and how they impact business and customer processes.
• Ability to understand and communicate technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills, with a practical and creative approach to solving customer challenges.
• Excellent verbal and written communication skills.
• Strong relationship-building and interpersonal skills.
• Customer-focused mindset with a genuine interest in helping clients achieve their goals.
• Highly organized, detail-oriented, self-motivated, and able to manage multiple priorities.
• Flexible and collaborative approach to working with cross-functional teams.
• Ability to work independently while contributing effectively as part of a team.
• Comfortable working in a fast-paced environment and meeting deadlines.
• Willingness to travel periodically for client meetings, training, and conferences.
• Experience with databases, data analysis, SaaS platforms, or other technology solutions is an advantage.

Language Requirements

• English 
• French 

The successful candidate will support our French-first customers and must be comfortable communicating professionally in both English and French.

Why Join Us?

At Symplicity & Orbis Communications, you will join a team that is passionate about improving technology and services within higher education.
We encourage our employees to continuously develop their skills, contribute to their communities, and prioritize their wellbeing. Our culture combines a collaborative and supportive environment with opportunities to work on meaningful technology solutions used by post-secondary institutions.
Employees have the flexibility to work remotely or from our Hamilton, Ontario office, depending on their location and preferences, while maintaining opportunities for in-person collaboration and team engagement.