Customer Success Manager jobs in Canada

Customer Success Manager

Our Client is a fast-growing property technology company, hiring its first Customer Success Manager to support high-value customers in leveraging our innovative platform to achieve their business goals. This role is critical in establishing customer success systems, processes, and strategies, while providing exceptional guidance to clients throughout their journey.

What You’ll Do:

1. Manage a defined set of accounts, focusing on increasing platform adoption, satisfaction, and growth.
2. Serve as a trusted advisor by understanding client business needs and providing strategic recommendations tailored to their goals.
3. Lead onboarding processes to ensure customers get the tools and insights needed to succeed from day one.
4. Provide proactive, ongoing support to help clients maximize platform benefits, optimize property management strategies, and achieve operational efficiency.
5. Analyze customer health metrics, identify risks, and develop strategies to improve retention and reduce churn.
6. Collaborate with the sales team to uncover upsell and cross-sell opportunities that align with customer objectives.
7. Conduct training sessions and strategic reviews to drive product adoption and foster strong, long-lasting client relationships.
8. Actively gather feedback from clients on product features, usability, and gaps, and share insights with internal teams to drive innovation.
9. Build strong networks within client organizations, identifying champions and stakeholders to enhance engagement and advocacy.
10. Partner with the Support team to prioritize and resolve escalations effectively.

This is a hybrid role.

What We’re Looking For:

1. At least 3 years of experience in customer success, account management, or a strategic consulting role within the property technology or SaaS industry.
2. Proven track record of achieving high client retention, renewal, and upsell targets.
3. Strong understanding of property management practices and tools, or a demonstrated ability to quickly learn industry-specific technology.
4. Experience using customer success software (e.g., Gainsight), CRM platforms (e.g., HubSpot), and productivity tools like Google Workspace.
5. Exceptional communication skills with the ability to simplify complex concepts and convey strategic value.
6. High level of intellectual curiosity, a proactive attitude, and a passion for helping clients achieve their goals.
7. Comfortable working in a startup environment, balancing independence with collaborative teamwork.

Who You Are:

1. Customer Obsessed: Relentlessly focused on helping clients achieve success.
2. Tenacious: Determined to build lasting relationships and solve problems creatively.
3. Curious: Continuously learning and exploring new opportunities to improve outcomes for clients and the business.
4. Conscientious: Committed to delivering on promises with integrity and precision.
5. Humble: Open to learning from others while empowering clients and colleagues alike.

Why Join this team?

You’ll have the unique opportunity to shape the future of our customer success function and directly influence the success of our clients. We’re on a mission to redefine property technology, and we want you to help us make it happen. Flexible work arrangements and a supportive, innovative team environment are just the beginning.