This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, Tech Touch based in Canada. As a Customer Success Manager, Tech Touch, you will help scale customer success through digital-first programs, automation, and self-service experiences that empower users throughout their journey. Rather than managing a traditional high-touch portfolio, you'll focus on designing systems that improve onboarding, product adoption, retention, and customer engagement at scale. Working closely with Customer Success, Product, Marketing, and Sales teams, you'll transform customer insights into repeatable programs that drive measurable business outcomes. This is an exciting opportunity for a creative, data-driven professional who enjoys building scalable solutions, optimizing customer experiences, and leveraging technology to maximize impact. \n

Accountabilities: Design, launch, and continuously improve scalable onboarding experiences through email campaigns, in-app guidance, webinars, and self-service resources. Manage customer engagement across digital channels, including shared inboxes, automated communications, webinars, and targeted one-to-one interactions when needed. Develop and maintain customer education materials such as knowledge base articles, playbooks, onboarding guides, video tutorials, and documentation that encourage product adoption and self-sufficiency. Build and optimize automated customer success workflows, including health score alerts, lifecycle campaigns, renewal reminders, milestone communications, and re-engagement initiatives using customer success and CRM platforms. Monitor customer health metrics, product adoption trends, and engagement signals to proactively identify risks and trigger appropriate interventions. Contribute to customer retention and account growth through scalable engagement programs and data-driven lifecycle strategies. Plan and deliver recurring customer education initiatives, including onboarding webinars, product updates, and training sessions. Collaborate cross-functionally with Product, Marketing, Sales, and Customer Success teams to ensure customer programs align with evolving business priorities and product capabilities. Measure program performance, analyze key success metrics, gather customer feedback, and continuously improve customer success initiatives. Provide onboarding and customer journey expertise to support pre-sales discussions when required. Requirements Minimum of 2 years of experience in Customer Success, Account Management, or another customer-facing SaaS role. Demonstrated ability to build scalable customer programs, automate processes, and improve customer experiences rather than relying solely on one-to-one relationship management. Excellent written communication skills, with the ability to simplify complex product concepts into clear, engaging customer content. Strong analytical mindset and experience working with customer health metrics, adoption data, engagement reporting, and performance analysis. Proficiency with CRM and Customer Success platforms such as Gainsight, Salesforce, HubSpot, Docebo, or similar tools is highly desirable. Strong project management skills with the ability to independently manage multiple initiatives and deliver results. Collaborative, adaptable, and eager to contribute ideas that improve team performance and customer outcomes. Experience with Tech Touch or Digital Customer Success models is considered an asset. Familiarity with AI productivity tools such as ChatGPT, Claude, or similar platforms is a plus. Experience in security technology, video surveillance, or the hospitality industry is beneficial. Must be eligible to work in Canada and successfully complete a criminal background check. Benefits Fully remote position with flexible work arrangements. Competitive compensation package with meaningful equity participation for permanent full-time employees. Fully employer-paid health and dental coverage with no waiting period. $500 annual Health Spending Account. Monthly wellness reimbursement for fitness, mental health, or personal well-being. Career growth opportunities based on performance, initiative, and impact. Collaborative, transparent, and supportive team culture. Regular team events, learning sessions, and social activities that foster connection across the organization.

\n How Jobgether works: 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! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1