Customer Success Manager

Job summary

Manage enterprise customer relationships throughout the client lifecycle, driving onboarding, platform adoption, retention, and account growth. Monitor customer health, conduct business reviews and success planning, gather feedback, and collaborate with sales, product, and engineering teams to address customer needs and improve the platform.

Job details

About The Role We're looking for a Customer Success Manager to join our growing team and ensure our enterprise clients achieve maximum value from our compliance automation platform. You'll be the primary advocate for customer success, driving adoption, satisfaction, and growth across our client portfolio. As part of our customer success team, you'll work closely with legal professionals, compliance officers, and IT teams to ensure our solutions seamlessly integrate into their workflows and deliver measurable business outcomes. Key Responsibilities Manage relationships with enterprise clients throughout their lifecycle Drive customer onboarding, adoption, and expansion of our compliance platform Serve as the primary point of contact for customer success initiatives Identify opportunities for account growth and upselling Collaborate with sales, product, and engineering teams to address customer needs Monitor customer health metrics and proactively address potential issues Conduct regular business reviews and success planning sessions Gather customer feedback and advocate for product improvements Required Qualifications 2+ years of customer success, account management, or client relations experience Experience working with enterprise B2B clients Strong communication and presentation skills Ability to understand and explain complex technical solutions Experience with CRM systems and customer success platforms Data-driven approach to measuring and improving customer outcomes Bachelor's degree in business, communications, or related field Proven track record of meeting or exceeding retention targets Preferred Qualifications Experience in legal technology, compliance, or regulatory software Previous experience in SaaS or subscription-based business models Knowledge of legal processes and corporate compliance requirements Experience with customer success metrics and KPI tracking Familiarity with project management methodologies Previous startup or high-growth company experience Professional certifications in customer success or account management Bilingual capabilities (English/French) for Canadian market

What you’ll do

Manage enterprise customer relationships throughout the client lifecycle, driving onboarding, platform adoption, retention, and account growth. Monitor customer health, conduct business reviews and success planning, gather feedback, and collaborate with sales, product, and engineering teams to address customer needs and improve the platform.

Requirements

Requires at least two years of customer success, account management, or client relations experience, including work with enterprise B2B clients, and a bachelor's degree in business, communications, or a related field. Candidates should have strong communication and presentation skills, be able to explain technical solutions, have experience with CRM and customer success platforms, and demonstrate a data-driven approach and success meeting or exceeding retention targets.

Listed skills

• Upselling · Preferred
• Client Relationship Management · Preferred
• Cross-Functional Collaboration · Preferred
• Communication · Preferred
• CRM Systems · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Enterprise Account Management
• Customer Onboarding
• Customer Adoption
• Account Growth
• Upselling
• Client Relationship Management
• Cross-Functional Collaboration
• Customer Health Monitoring
• Business Reviews
• Success Planning
• Customer Feedback
• Communication
• Presentation
• CRM Systems
• Data-Driven Decision-Making

Job areas

• Customer Service & Support
• Sales
• Management & Leadership
• Legal
• Technology