Customer Success Architect — Onboarding & Retention

eState Planner; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

eState Planner is actively seeking a Customer Success Manager to ensure customers are set up for long-term success with the platform. You will own onboarding, retention, and customer relationships, working closely with Sales and Marketing to deliver a seamless journey from initial conversion through ongoing engagement.

You will help customers derive maximum value from the product, act as the voice of the customer for product and go-to-market decisions, and collaborate with cross-functional teams

Qualifications

• 2–3 years of experience in Customer Success or 2+ years in account management or a similar customer-facing role.
• Strong interpersonal and communication skills.
• Comfortable building relationships and working directly with customers.
• Organized and proactive with strong follow-up habits.
• Ability to identify problems and take initiative to solve them.
• Experience in SaaS is a plus.
• Experience in legaltech or the legal industry is a strong plus.
• Willingness to shape customer experience and retention strategy.
• Collaborates with Sales, Marketing and Product.
• High ownership and autonomy in your role.

Responsibilities

• Own onboarding and activation for new customers.
• Manage retention and customer relationships to reduce churn.
• Analyze data to spot churn signals and opportunities.
• Monitor billing health and follow up on payment issues.
• Collaborate cross-functionally with Sales, Marketing and Product.

Skills

Customer Success

Account Management

SaaS

Legaltech

Job description

eState Planner is actively seeking a Customer Success Manager to ensure customers are set up for long-term success with the platform. You will own onboarding, retention, and customer relationships, working closely with Sales and Marketing to deliver a seamless journey from initial conversion through ongoing engagement.

You will help customers derive maximum value from the product, act as the voice of the customer for product and go-to-market decisions, and collaborate with cross-functional teams