Customer Success Manager

Clearline; Kitchener; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading customer success company in Kitchener is seeking a Customer Success Manager to enhance client relationships and drive long-term value. In this role, you will be responsible for onboarding, proactive communication, and identifying growth opportunities for customers. Ideal candidates have over 3 years of experience in customer success or account management, and excel in cross-functional coordination and problem-solving. This role is pivotal in influencing customer retention and trust.

Qualifications

• 3+ years in customer success, account management, or related customer-facing roles.
• Strong communication and stakeholder management across multiple account levels.
• Ability to manage account portfolios with clear prioritization.

Responsibilities

• Lead onboarding and ongoing value realization for assigned accounts.
• Coach users on workflow best practices and identify opportunities to improve utilization.
• Hold regular check-ins with clear action plans and measurable goals.

Skills

Customer success

Account management

Communication

Problem-solving

Data-driven mindset

Tools

CRM tools

Job description

Help dealership customers adopt Clearline quickly and achieve measurable operational and revenue outcomes.

Clearline is looking for a customer success manager to own post-sale relationships and drive long-term customer value. You will work directly with dealership teams to increase adoption, improve outcomes, and reduce risk across active accounts.

You will operate at the center of customer strategy, partnering with support, product, and sales to deliver a best-in-class customer experience.

What You'll Do

• Own account outcomes: Lead onboarding, success planning, and ongoing value realization for assigned accounts.
• Drive adoption: Coach users on workflow best practices and identify opportunities to improve utilization.
• Run proactive communication: Hold regular check-ins with clear action plans and measurable goals.
• Close feedback loops: Partner with product and support teams to prioritize and resolve customer pain points.
• Reduce churn risk: Monitor account health signals and intervene early when risk appears.
• Support expansion: Identify and communicate expansion opportunities when customer needs evolve.
• Build repeatable playbooks: Improve processes that increase time-to-value and retention across the customer base.

What We're Looking For

• 3+ years in customer success, account management, or related customer-facing roles.
• Strong communication and stakeholder management across multiple account levels.
• Ability to manage account portfolios with clear prioritization.
• Data-driven mindset and comfort using metrics to guide action.
• Strong problem-solving and cross-functional coordination skills.
• Experience with CRM/CS tooling and structured account planning.
• Comfort working in fast-moving environments with high ownership.
• Hardware: MacBook Pro, monitor, and all required tooling.
• Mentorship: Direct collaboration with leadership across product and go-to-market.
• Ownership: High-impact account ownership with clear influence on retention and growth.

Why Clearline

Customer success at Clearline is deeply operational and outcome-oriented. You will work directly with teams that depend on our platform daily, and your work will directly influence retention, expansion, and customer trust.