Care Success Manager

LotusFlare; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A cloud-native technology provider in Toronto seeks a Customer Success Manager to drive customer satisfaction and resolve technical issues. The role involves building relationships with customers, addressing their concerns, and collaborating with various teams. Ideal candidates have over 5 years of experience in technical support or customer success, exceptional communication skills, and a strong understanding of SaaS products. This position offers a competitive salary, flexible working hours, and opportunities for professional development.

Benefits

Competitive salary package

Paid lunch

Yearly bonus

Training and workshops

Truly flexible working hours

Qualifications

• 5+ years in technical support or customer success roles.
• Strong understanding of SaaS products.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Drive customer satisfaction by resolving technical issues.
• Act as the primary point of contact for customers.
• Design and implement a comprehensive customer success framework.

Skills

Customer service orientation

Excellent communication skills

Conflict resolution

SaaS knowledge

Technical support experience

Problem-solving

Leadership

Tools

CRM tools (e.g., Jira, Zendesk)

Job description

Overview

LotusFlare is a provider of cloud-native SaaS products based in Silicon Valley. Founded by the team that helped Facebook reach over one billion users, LotusFlare aims to make affordable mobile communications available to everyone on Earth. Our platform, Digital Network Operator (DNO) Cloud, supports millions of customers globally and is licensed to telecommunications service providers. We also designed and built the leading eSIM travel product — Nomad — offering high-speed, affordable data connectivity in over 190 countries.

Description and Responsibilities

• Customer Success: Drive customer satisfaction by ensuring timely and effective resolution of technical issues. Act as an escalation point for complex or high-impact customer concerns.
• Act as the primary point of contact for customers regarding all support-related matters, building trust, understanding pain points, and ensuring measurable success with our product.
• Proactively address customer concerns and guide the product and delivery teams to create solutions that meet the customer’s unique challenges.
• Design and implement a comprehensive customer success framework for Care Operations, including onboarding, engagement, resolution, and satisfaction, while optimizing processes, tools, and metrics for scalability.
• Collaboration: Work closely with product, engineering, and sales teams to ensure a seamless customer experience. Provide feedback on product improvements based on customer insights.
• Serve as the voice of the customer, providing insights and feedback to the product team to inform development priorities.
• Reporting & Analytics: Track and report key support metrics such as response time, resolution rate, and customer satisfaction scores. Present performance updates to senior management.
• Operational Excellence: Develop and optimize support processes, workflows, and KPIs to improve efficiency and service quality.
• Training & Development: Implement training programs to keep the team updated on product features, troubleshooting techniques, and customer engagement best practices.

Requirements

• Strong customer service orientation with excellent communication and conflict resolution skills. Proven track record of building and scaling customer success programs in a high-growth, technology-focused environment.
• Exceptional interpersonal and communication skills, with the ability to build trust and articulate complex ideas clearly.
• 5+ years in technical support or customer success roles, with deep understanding of L3/L2/L1 support functions.
• SaaS knowledge: Strong understanding of SaaS products, preferably in the customer service or AI/chatbot industry.
• Technical skills: Familiarity with CRM and support tools (e.g., Jira, Zendesk, Service Now) and knowledge of cloud technologies, APIs, and troubleshooting methodologies.
• Leadership: Proven ability to manage and inspire technical teams.
• Problem-solving: Analytical mindset with the ability to diagnose and resolve technical issues quickly.
• Ability to manage multiple priorities in a fast-paced, evolving environment.
• Data-driven mindset with the ability to analyze and interpret customer data to drive decisions.

Benefits

• Competitive salary package
• Paid lunch
• Yearly bonus
• Training and workshops
• Truly flexible working hours

About us

At LotusFlare, we attract and keep amazing people by offering two key things: purposeful work and growth opportunities. Our mission is to simplify technology to create better experiences for customers. Using an “experience down” approach, which prioritizes the customer’s journey at every stage of development, our Digital Network Operator Cloud empowers communication service providers to achieve valuable business outcomes. DNO Cloud enables providers to innovate, reduce costs, monetize network assets, engage customers across digital channels, drive customer acquisition, and increase retention. We are headquartered in Santa Clara, California, with five major offices worldwide, serving leading enterprises globally.

Contact and channels

Website: www.lotusflare.com

LinkedIn: https://www.linkedin.com/company/lotusflare

Instagram: https://www.instagram.com/lifeatlotusflare/

Twitter: https://twitter.com/lotus_flare

If you require disability-related accommodation to participate in the recruitment process, please advise the Human Resources Department as soon as possible. Accommodation may be provided in all steps of the hiring process.