Customer Success Manager

Remote (Canada) | Hybrid Available – Kitchener, ON
‍ Reports to: Director, Customer Success

About Encircle

Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.

We’re a remote-first company with a collaboration hub in downtown Kitchener—and we’re growing.

About the Role

If you’re passionate about providing exceptional customer experiences, building long-lasting relationships, and helping people be successful - this role is for you. As a Customer Success Manager (CSM), you'll be a strategic partner with revenue leadership and contribute to the opportunity potential and scale of the already successful customer team. Our CSM team is growing, and you’ll play a key role in ensuring our customers succeed and leverage Encircle into their daily lives.

Key Responsibilities

• Be a trusted and knowledgeable advisor for customers to uncover business objectives and challenges, and strategically map those to Encircle value proposition

• Own and manage customer relationships from onboarding to creating passionate customers through to annual renewal

• Responsible for driving adoption, securing retention, proactively mitigating churn, and expanding product utilization

• Meeting the assigned revenue, activation, churn, and usage targets for your book of business

• Uncover referrals, expansions, and new feature sale opportunities

• Partner with Marketing, Sales, Customer Success, and Product leadership to discover revenue and customer loyalty opportunities Proactively identify internal process improvements and help us build a best-in-class CSM team

✅ What You Bring

• 2+ years of experience in customer-facing roles like Customer Success or Account Management, preferably selling tech to blue-collar industries

• Experience managing a book of business and being accountable for monthly metrics

• Hands-on experience with SaaS software such as Salesforce.com, ChurnZero, and other sales automation tools

• Demonstrated success leading customer onboarding and driving adoption, growth and retention of accounts, and conducting deep discovery to be a true business partner

• Track record of building relationships with senior stakeholders and internal champions

• Ability to leverage internal stakeholders (product, support, sales, executives, etc.) to solve customer challenges

• A self-starter, coachable CSM who succeeds in a fast-paced entrepreneurial environment Outstanding communication, listening, and time management skills

What You’ll Gain at Encircle

• Strategic Partnership: You'll gain experience as a strategic partner to revenue leadership.
• Cross-Functional Collaboration: The role offers the chance to partner with leadership from Marketing, Sales, and Product departments.
• Process Improvement: You will have the opportunity to help build a best-in-class CSM team by identifying and implementing process improvements.

Why Encircle?

• Balance: Flexible hours, self-managed vacation, and trust to manage your time
• Remote-first: Work where you’re most productive—with access to our collaboration hub in Kitchener
• Growth-oriented: We support your learning and career development
• Well-being: We care about the full human—inside and outside of work

Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.