Customer Success Manager

About Velixo

Velixo is revolutionizing ERP reporting by empowering businesses with real-time Excel-based insights. We're the top-rated solution on the Acumatica Marketplace, recognized for our innovation and commitment to customer success. Headquartered in Montreal, Canada, we help businesses streamline financial and operational reporting with real-time ERP data—all within the comfort of Excel.

Who We're Looking For

We’re looking for a Customer Success Manager (CSM) who is passionate about helping customers achieve their goals. In this role, you'll be a strategic partner, driving customer success by maximizing product adoption, ensuring retention, and empowering clients to confidently leverage their ERP data for strategic decision-making. You’ll play a key role in driving customer satisfaction and adoption, helping clients navigate the ERP ecosystem with confidence. Your ability to understand customer needs, anticipate challenges, and collaborate cross-functionally will be essential to your success. If you're a proactive problem-solver who thrives in a fast-paced environment and enjoys blending digital-first strategies with high-touch engagement, we’d love to hear from you!

Key Responsibilities

1. Analyze customer health metrics and product usage data to identify and proactively mitigate churn risks, achieving measurable improvements in customer retention rates.
2. Create and deliver engaging training materials and knowledge base resources to drive user adoption and reduce support inquiries.
3. Gather, analyze, and communicate customer feedback to the product team, influencing future product development and improvements.
4. Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment.
5. Lead customer onboarding, ensuring a smooth and efficient experience.
6. Support escalations and complex customer inquiries, working cross-functionally to resolve issues.
7. Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.
8. Represent Velixo in webinars, customer events, and digital communications, helping to build engagement and advocacy.

What You'll Bring

1. 2+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment, preferably with experience in financial software or business intelligence tools.
2. Strong ability to communicate complex ideas simply to both technical and non-technical audiences.
3. Experience with customer education and training (e.g., webinars, instructional content).
4. Analytical mindset, with the ability to interpret customer data and act on insights.
5. Ability to collaborate cross-functionally with Sales, Support, and Product teams.
6. Exceptional problem-solving and critical thinking skills, with the ability to diagnose complex issues and develop effective solutions.
7. Self-motivated and adaptable, thriving in a fast-paced, growth-oriented environment.
8. Advanced proficiency in Microsoft Excel, with the ability to create and analyze complex spreadsheets. Experience with ERP/accounting systems is highly valued.

Bonus Points If You Have:

1. Experience in Digital Customer Success, Tech Touch, or Scaled CS programs.
2. A degree in Communications, Business Administration, or a related field.
3. Experience developing financial reports and dashboards using Excel, preferably with ERP data integration.

Why Join Velixo?

We believe in empowering our employees and creating a workplace where you can thrive. Here’s what we offer:

1. Competitive salary
2. Comprehensive benefits package, including:
3. Group health insurance
4. RRSP match (up to 6% of base salary)
5. Generous PTO allowance
6. Hybrid work environment—flexibility to balance work and life
7. Career growth opportunities in a rapidly expanding company
8. A dynamic and supportive team that values innovation, collaboration, and customer success.
9. Join a collaborative and innovative team that values work-life balance and celebrates individual achievements.

At Velixo, your success is our success. We’re excited to welcome you to our team and help you grow your career with us!