Customer Success Manager

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

The Customer Success Manager will own customer relationships following implementation, helping clients maximize the value of a software platform designed for the landscaping, arboriculture, and outdoor services industries. This role focuses on customer retention, renewals, account expansion, and long-term business outcomes. By combining customer feedback, product adoption data, and proactive relationship management, you will identify risks, improve engagement, and develop strategies that strengthen customer loyalty. You will collaborate closely with Sales, Product, Marketing, and Implementation teams to advocate for customer needs and improve the overall experience. The position offers an opportunity to influence product development, create scalable customer success processes, and help businesses improve their operations and profitability. This is a remote opportunity for a proactive, analytical, and customer-oriented professional who thrives in a collaborative, fast-moving environment.

• Manage customer relationships after the implementation phase, ensuring clients continue to realize value from the platform and achieve their business objectives.

• Take direct responsibility for customer renewals and account expansion, collaborating with internal teams to identify growth opportunities.

• Develop and monitor customer health metrics to identify churn risks, engagement challenges, and accounts requiring additional support.

• Analyze customer adoption trends using tools such as ChurnZero to identify opportunities to simplify product experiences and improve platform usage.

• Manage the Net Promoter Score (NPS) process from beginning to end, following up with dissatisfied customers and implementing strategies to improve their experience.

• Represent the voice of the customer in discussions about product development, marketing initiatives, sales processes, and service improvements.

• Provide strategic guidance and actionable insights that help customers maximize platform adoption, improve operational efficiency, and achieve business growth.

• Act as the primary advocate between customers and internal teams, ensuring feedback, concerns, and opportunities are communicated effectively.

• Develop and document standard operating procedures (SOPs) for high-value accounts to support consistent engagement and successful customer outcomes.

• Encourage adoption of relevant platform features, educational resources, webinars, and customer events.

• Collaborate cross-functionally with Sales, Product, Marketing, and Implementation teams to improve customer satisfaction, retention, and expansion.

• Participate in and support customer education initiatives, including BootCamps, trade shows, webinars, and partner events.

• Use customer data, feedback, and account performance indicators to recommend improvements and guide success strategies.

• Contribute to continuous improvement by developing scalable processes and identifying opportunities to enhance the customer journey.

• Travel as required to support customer education events and industry activities.

Requirements

• Ideally, 2 or more years of experience in Customer Success, Account Management, Management Consulting, Business Development, or another client-facing role.

• Demonstrated experience building and maintaining strong customer relationships while supporting retention, engagement, renewals, and account growth.

• Excellent verbal and written communication skills, with the confidence and professionalism to engage stakeholders at different organizational levels.

• Strong organizational skills, attention to detail, and the ability to manage multiple customer relationships and priorities simultaneously.

• Proven ability to identify customer challenges, mitigate churn risks, and develop practical strategies to improve satisfaction and long-term outcomes.

• Strong analytical skills, including the ability to interpret customer data, identify trends, and translate findings into actionable recommendations.

• Familiarity with Microsoft Excel for analyzing information and supporting data-driven decision-making is preferred.

• Experience collaborating with cross-functional teams, including Sales, Product, Marketing, and Implementation.

• Ability to create structure in ambiguous situations, establish effective processes, and adapt to changing business priorities.

• A proactive, results-oriented mindset, with a strong bias for action and the ability to move initiatives forward efficiently.

• An empathetic, positive, and customer-focused approach, with a genuine interest in helping clients achieve their goals.

• Comfort working in a dynamic, fast-paced environment where flexibility, initiative, and the ability to manage multiple responsibilities are important.

• Willingness to travel occasionally for customer education sessions, industry events, and partner activities.

• Work authorization: Candidates must be legally authorized to work in Canada or the United States without requiring employer-sponsored work authorization.

Benefits

• Base salary: CAD $80,000–$90,000 per year for Canada-based candidates.

• Performance bonus: Additional bonus opportunity of 10%–15%, as specified in the original job description.

• Remote work: Remote working arrangement.

• Healthcare benefits: Employer-funded, Health Spending Account (HSA)-based benefits plan in Canada, including prescription drug, dental, and mental health coverage.

• Retirement savings: Registered Retirement Savings Plan (RRSP) matching for Canadian employees.

• Paid time off: Unlimited paid time off, subject to company policies and applicable requirements.

• Company holidays: Paid company holidays.

• Winter break: Company-wide winter break from December 24 through January 1.

• Professional development: Career development conversations and support for relevant tools, courses, and learning resources.

• Collaborative culture: A supportive, team-oriented environment that values collaboration, accountability, innovation, and continuous improvement.

• Additional details: Eligibility, benefit limits, and applicable policies should be confirmed with the hiring team.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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