Customer Success Manager

knak.; Canada; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading SaaS company based in Canada is looking for a Customer Success Manager to build relationships with clients and drive product improvements. The ideal candidate should have at least 3 years of experience in customer service, excellent analytical, and communication skills. Responsibilities include developing success plans and advocating for customer needs. The role offers competitive salary, benefits, and flexible working arrangements.

Benefits

Competitive salary

Comprehensive benefits package

Flexible working arrangements

Qualifications

• Minimum of 3 years of experience in Customer Success or Customer Service.
• Ability to thrive in a fast-paced, tech-driven environment.
• Proven ability to build relationships with senior executives.

Responsibilities

• Build and maintain deep relationships with customers.
• Develop and implement success plans and account strategies.
• Advocate for customer needs internally to drive product improvements.

Skills

Customer Success

Strong analytical skills

Excellent communication skills

Relationship building

Tools

SFDC

Gainsight

Intercom

Tableau

SQL

Marketo

Job description

Employer Industry: SaaS (Software as a Service)

Why consider this job opportunity

• Competitive salary and equity in the company
• Opportunity for career growth and development within a recognized workplace
• Comprehensive benefits package including paid vacation and Life leave days
• Engaging and collaborative work environment recognized as one of Ottawa’s Best Places to Work 2025
• Flexible working arrangements that promote a healthy work-life balance

What to Expect (Job Responsibilities)

• Build and maintain deep relationships with customers to ensure positive sentiment and success
• Understand customer goals and identify gaps to achieve desired outcomes
• Develop and implement success plans and account strategies
• Provide focused training, education, and best practices to clients
• Advocate for customer needs internally to drive product improvements and enhance the customer experience

What is Required (Qualifications)

• Minimum of 3 years of experience in Customer Success or Customer Service
• Ability to thrive in a fast-paced, tech-driven environment and manage competing priorities
• Strong analytical skills to derive insights from data and trends
• Excellent communication skills for delivering presentations and engaging with clients
• Proven ability to build relationships with senior executives and decision-makers

How to Stand Out (Preferred Qualifications)

• Experience with email or landing page creation, including familiarity with WYSIWYG editors or HTML/CSS
• Familiarity with tools such as SFDC, Gainsight, Intercom, Tableau, SQL, or Marketo
• Previous experience in a start-up SaaS or tech environment

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