Customer Success Manager

Accountabilities:

Manage a portfolio of established customer accounts, maintaining consistent engagement through monthly check-ins and tailored communication strategies.
Monitor customer health indicators, product usage, and engagement data to identify accounts requiring attention and prioritize outreach effectively.
Facilitate smooth customer onboarding by collaborating with Sales, ensuring seamless handovers, setting clear expectations, and building customer confidence in the platform.
Drive product adoption by helping customers understand and use relevant features, best practices, and capabilities aligned with their business objectives.
Strengthen customer relationships and act as a trusted advisor and advocate, ensuring customers achieve measurable value from their investment.
Proactively identify retention risks, address customer concerns, and implement appropriate strategies to prevent churn and maintain long-term satisfaction.
Identify opportunities for account expansion and revenue growth by understanding evolving customer needs and demonstrating additional product value.
Manage customer escalations professionally and efficiently, partnering with Support, Product, and other internal stakeholders to resolve issues.
Develop and contribute to scalable customer success initiatives, including playbooks, templates, webinars, educational resources, and automated email programs.
Support Sales teams in technical pre-sales discussions when required, helping establish realistic expectations and ensuring successful customer transitions.
Independently manage initiatives from conception to delivery, investigate underlying problems, remove blockers, and prioritize activities according to business impact.
Communicate progress, challenges, and potential risks clearly while collaborating across departments and sharing knowledge with colleagues.
Requirements:
At least 4 years of experience managing customer accounts in a SaaS environment, ideally within a high-volume customer portfolio or scaled customer success model.
Strong understanding of customer success principles, including onboarding, relationship management, product adoption, customer retention, and account growth.
Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and adapt communication to different audiences.
A consultative and customer-centric mindset, with the ability to connect product capabilities to customer business outcomes and revenue opportunities.
Strong analytical and organizational skills, including the ability to interpret customer health data, monitor engagement metrics, and prioritize effectively across a portfolio of approximately 100 accounts.
Technical curiosity and the ability to quickly learn new software platforms, tools, and product functionalities.
Demonstrated problem-solving abilities, with a proactive approach to identifying root causes, managing escalations, and recommending practical solutions.
Ability to work independently, take ownership of initiatives, manage competing priorities, and deliver results with minimal supervision.
Strong collaboration and stakeholder management skills, with the ability to work effectively across Sales, Support, Product, and other teams.
Adaptability, accountability, and clear communication when managing projects, sharing feedback, and identifying opportunities for improvement.
Must be a Canadian citizen, including dual citizens, or otherwise eligible to work in Canada.
Willingness to undergo a criminal records check upon hiring and comply with internal security policies and standards.
Nice-to-have qualifications:
Previous experience with video surveillance technology, security camera systems, or related solutions.
Industry experience in restaurants, hospitality, retail, or regulated business environments.
Fluency in French and/or Spanish.
Benefits:
Competitive compensation: Annual on-target earnings ranging from CA$96,769 to CA$120,000, based on an 80/20 base salary and variable compensation structure.
Performance incentives: Opportunity to earn bonuses based on the compensation structure.
Equity participation: Meaningful equity ownership available to all full-time, permanent employees.
Comprehensive healthcare: Fully paid health and dental insurance, with no waiting period.
Health spending account: CA$500 annual health spending allowance.
Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs.
Remote flexibility: Flexible working arrangements regarding where and how work gets done, depending on role requirements.
Professional development: Opportunities for career progression based on individual contributions, initiative, and performance.
Collaborative culture: An environment built around transparency, trust, accountability, honest feedback, and teamwork.
Team engagement: Regular opportunities to connect with colleagues through internal learning sessions, social gatherings, and team lunches.