Customer Success Manager (Canada)

Job summary

The Customer Success Manager will own adoption, retention, and account growth while building trusted relationships with a diverse customer portfolio. They will also track key performance metrics and collaborate with internal teams to improve customer success processes and playbooks.

Job details

About DemandBridge DemandBridge provides software that helps distributors, suppliers, and businesses manage their marketing, eCommerce, and operational activities. Its platforms bring together eCommerce, sourcing, logistics, invoicing, accounting, inventory management, and multichannel brand management. DemandBridge is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages. The Opportunity We are looking for a Customer Success Manager to build lasting relationships across a diverse customer portfolio and help customers get the most from DemandBridge’s solutions. You will own adoption, retention, and account growth while helping improve how Customer Success operates within a small team where your impact will be visible. Location: Canada or the United States (remote) The salary range for this role is $75,000–$85,000 CAD per year. Final compensation will be determined based on experience, skills, and location. What You’ll Own Customer Relationships and Account Strategy Develop a strong understanding of each customer’s goals, operations, challenges, and measures of success. Build trusted relationships with stakeholders ranging from small business owners to senior enterprise leaders. Serve as the main point of contact and trusted advisor for your assigned accounts. Adapt your communication and approach to each customer’s needs and level of experience. Adoption, Retention, and Account Growth Help customers use DemandBridge’s platforms effectively by turning product capabilities into practical solutions. Identify and develop upsell and cross-sell opportunities based on genuine customer needs. Spot churn risks early using product data, usage trends, and customer health indicators. Partner with Sales, Professional Services, and Support to provide a coordinated experience from onboarding through renewal. Insights, Customer Advocacy, and Process Improvement Track key Customer Success metrics, including product usage, NPS, CSAT, renewals, churn risk, and account growth. Use CRM and AI-enabled Customer Success tools to prioritize outreach and guide account strategy. Bring clear, actionable customer feedback to Product, Support, and Leadership. Help improve the team’s processes, playbooks, and Customer Success practices. What We’re Looking For Two to five years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS. Experience managing a portfolio that includes both enterprise and small or medium-sized customers. A proven ability to build trust with stakeholders at different levels of an organization. Strong communication skills and the ability to explain complex products or issues clearly. Experience identifying and closing upsell or cross-sell opportunities. Strong organizational skills and the ability to manage competing priorities. Experience with a CRM such as Salesforce or HubSpot and confidence using data to guide decisions. Strongly Preferred Experience with distributor software or distributor-based business models. Knowledge of Customer Success measures such as NPS, CSAT, churn, and net revenue retention. Experience improving processes within a growing Customer Success team. Why DemandBridge? Own a customer portfolio and directly influence customer satisfaction, retention, and growth. Work within a small team where your ideas and improvements will have a visible impact. Collaborate closely with Sales, Product, Support, Professional Services, and company leadership. Build deep expertise in platforms that support complex operations across several industries. Join Us Join DemandBridge to help customers get more value from our solutions while directly shaping how we deliver Customer Success. We use AI-powered tools (including transcription and automated note-taking) during portions of our interview process to support a consistent and thorough candidate experience. Candidates who require alternative accommodation may request it at any stage of the recruitment process. Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. #DemandBridge

What you’ll do

The Customer Success Manager will own adoption, retention, and account growth while building trusted relationships with a diverse customer portfolio. They will also track key performance metrics and collaborate with internal teams to improve customer success processes and playbooks.

Requirements

Candidates must have two to five years of experience in Customer Success or Account Management, preferably within a SaaS environment. Strong communication skills, experience with CRM tools, and the ability to identify upsell opportunities are essential for this role.

Listed skills

• Problem solving · Preferred
• Account Management · Preferred
• Data analysis · Preferred
• Communication · Preferred
• Upselling · Preferred
• Project management · Preferred
• Relationship Building · Preferred
• Salesforce · Preferred
• CRM · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Account Management
• SaaS
• Relationship Building
• Upselling
• Cross-selling
• Churn Management
• CRM
• Salesforce
• HubSpot
• Data Analysis
• Communication
• Strategic Planning
• Problem Solving
• Project Management
• Account Strategy
• Team Processes
• Influencing Skills
• Cross-Selling
• Customer Success Management
• Influencing Without Authority
• Organizational Skills
• Accounting
• Artificial Intelligence
• Brand Management
• Customer Relationship Management
• Customer Service
• Software As A Service (SaaS)
• Customer Advocacy
• E-Commerce Management
• Sales
• Leadership
• Marketing
• Inventory Management
• Invoicing
• Operations
• Product Support
• Vertical Market
• HubSpot CRM
• Process Improvement
• Transcribing
• Computer Security Awareness Training
• Account Growth

Job areas

• Customer Service & Support
• Software
• Sales
• Management & Leadership
• Technology
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers