Customer Success Manager

PosiTrace; Burnaby; On-site; CAD 65,000; Full time

Job summary

A rapidly growing Canadian SaaS company is seeking a Customer Success Manager to manage and nurture existing business accounts in Canada and the US. The role focuses on building excellent customer relationships, implementing tailored functionalities, and driving account growth. Ideal candidates have strong communication skills and customer service experience. This is a full-time, on-site position in Burnaby with a competitive salary of $65,000 CAD per year, plus commission.

Qualifications

• Demonstrable experience in customer service or account management.
• Genuine customer-oriented approach to communication.
• Ability to empathize and adapt to diverse client personalities.

Responsibilities

• Manage a dedicated portfolio of PosiTrace accounts.
• Proactively monitor account health and product adoption.
• Implement core functionalities to align with client workflows.
• Identify strategies to enhance client operations.
• Drive client satisfaction and mitigate churn risks.

Skills

Verbal and written communication

Customer service experience

Relationship building

Familiarity with CRM systems

Multitasking ability

Education

Relevant technical or business degree

Job description

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PosiTrace by Global Fleet Management is a rapidly growing Canadian SaaS company specializing in GPS tracking, with a global footprint.

We are currently seeking a Customer Success Manager to join our team, based in our HQ in Canada, with a primary focus on managing and nurturing existing business accounts in Canada and US. This role involves building and maintaining excellent customer relationships, as well as strategically developing these accounts for organic growth.

Responsibilities

• Manage a dedicated portfolio of PosiTrace accounts, serving as a strategic partner to ensure their success and driving value realization.
• Proactively monitor account health and product adoption, ensuring comprehensive training and optimal utilization.
• Implement core PosiTrace functionalities tailored to align seamlessly with each client's unique operational workflows and specific requirements.
• Consistently identify and implement strategies to enhance client operations and uncover strategic upselling opportunities, directly contributing to account growth and retention.
• Drive client satisfaction and proactively mitigate churn risks by identifying potential deactivation factors and implementing targeted retention strategies.

Account Management

• Strategic Account Management & Partnership: Proactively manage client relationships as a strategic partner, optimizing PosiTrace usage to drive their operational improvements and value realization.
• End-to-End Onboarding & Implementation: Oversee seamless onboarding for new users and units, ensuring correct installation, configuration, and rapid time-to-value.
• Client Advocacy & Problem Resolution: Act as the primary client contact, project managing issue resolution and mediating cross-functionally to ensure client satisfaction and proactive risk mitigation.
• Growth & Expansion Driver: Actively identify and pursue upsell / cross-sell opportunities to increase MRR, leveraging client success and feedback.
• Retention & Churn Mitigation: Continuously monitor account health, anticipate deactivation risks, and implement proactive strategies to ensure long-term client retention.
• Solution Driven Mindset: Demonstrates a positive, solution-oriented approach in all interactions.

Requirements

• Superior verbal and written communication, including strong telephone presence, active listening, and compelling presentation abilities.
• Demonstrable experience in customer service, account management, or a similar client-facing role, with a track record of building strong relationships.
• A genuine customer-oriented approach with the ability to empathize, adapt communication styles, and respond effectively to diverse client personalities and situations.
• Familiarity and practical experience with CRM systems.
• Strong ability to multitask, prioritize complex demands, and manage time effectively to drive resolutions and achieve strategic objectives.
• Possesses a relevant technical or business degree, indicating a foundational understanding of industry principles and problem-solving methodologies.

Schedule

• Monday to Friday
• Full-time role
• On-site position

Compensation

• 65,000 CAD per year
• Commission Scheme
• OTE: $85,000 CAD per year

We recognize people to be a cornerstone of our continued success and offer long-term careers and competitive compensation packages and a great place to work, combined with the opportunity for personal and professional growth.

Seniority level: Entry level

Employment type: Full-time

Job function: Other

Industries: Software Development

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