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 based in Canada.

We are looking for a customer-focused professional to help organizations maximize the value of a modern SaaS platform through strong relationships, strategic guidance, and proactive engagement.

In this role, you will own the customer journey from onboarding through long-term adoption, ensuring customers achieve measurable business outcomes.

You will act as a trusted advisor, partnering with clients to improve platform usage, satisfaction, retention, and growth opportunities.

The position combines relationship management, operational excellence, and strategic problem-solving in a fast-paced technology environment.

You will collaborate closely with Sales, Product, Support, Engineering, and Professional Services teams to deliver exceptional customer experiences.

This is an opportunity for a proactive and ownership-driven professional who enjoys building scalable customer success programs.

You will play a key role in strengthening customer partnerships and driving long-term business impact.

Accountabilities

The Customer Success Manager will be responsible for managing customer relationships, increasing adoption, and ensuring clients achieve their desired business outcomes. This role requires a balance of strategic thinking, hands-on execution, and cross-functional collaboration to deliver exceptional customer experiences.

Own the customer lifecycle from post-implementation onboarding through full platform adoption and ongoing success. Build strong relationships with key customer stakeholders, including operational teams, project leaders, and executive sponsors. Act as a strategic advisor by sharing best practices, driving engagement, and helping customers achieve measurable value. Develop customer success plans aligned with business objectives, adoption goals, and measurable outcomes. Lead regular customer meetings, executive check-ins, and business reviews to maintain alignment and engagement. Monitor customer health, adoption metrics, satisfaction levels, and renewal indicators. Identify potential risks and proactively implement solutions to improve customer experience. Manage escalations by coordinating with internal teams and ensuring timely issue resolution. Maintain scalable customer success processes, playbooks, and operational frameworks. Partner with Sales teams to identify expansion opportunities, support renewals, and contribute to account growth. Gather customer feedback and collaborate with Product teams to improve solutions and prioritize enhancements. Maintain accurate reporting on customer outcomes, retention, expansion opportunities, and success metrics.

Requirements

The ideal candidate is an experienced Customer Success professional with a strong background in SaaS environments and a passion for building meaningful customer relationships. You should be comfortable managing enterprise accounts, solving complex challenges, and working collaboratively across multiple teams.

5+ years of experience in an enterprise SaaS Customer Success role. Proven experience managing multiple high-value customer accounts and driving adoption, satisfaction, and retention. Strong customer relationship management and problem-solving skills. Experience handling complex customer situations, escalations, change management, and user enablement. Ability to combine strategic planning with hands-on execution. Strong communication, presentation, and stakeholder management skills. Experience using customer management and collaboration tools such as HubSpot, Jira, and Confluence. Understanding of software development processes, product management, or product ownership is a plus. Experience working in a high-growth or early-stage technology company is preferred. Familiarity with the accounting industry or experience supporting accounting firms is strongly preferred. Strong analytical mindset with the ability to interpret customer data and identify improvement opportunities. Bachelor’s degree or equivalent professional experience required. Proactive, resourceful, and ownership-oriented approach to customer success.

Benefits

Opportunity to join a fast-growing SaaS environment transforming how businesses operate. Remote-friendly working model with flexibility to support productivity and work-life balance. Competitive compensation package based on experience and location. Opportunity to work with innovative technology and a collaborative global team. Professional growth opportunities in a scaling organization. Exposure to strategic customer partnerships and enterprise SaaS operations. Inclusive workplace culture focused on equal opportunity and diverse perspectives.

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?

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.