Customer Success Manager

Equator; Kitchener; Hybrid; CAD 50,000 - 72,000; Full time

Job summary

A software company in Kitchener is looking for a Customer Success Manager to engage with existing clients and expand their use of the Equator platform. This role is pivotal in helping customers derive maximum value and ensuring long-term growth. The ideal candidate will have strong customer support skills, clear communication abilities, and a results-driven mindset. The position offers a salary range of $50,720–$72,000 with additional benefits, including health insurance and flexible work hours.

Benefits

Employee stock options

Health, vision, and dental insurance

Flexible health and wellness budget

Flexible hours

Weekly team meals

Qualifications

• Strong customer support orientation and confidence.
• Results-driven mindset focused on measurable impact.
• Clear communication skills, even under pressure.
• Ability to listen and understand client needs.
• Comfortable addressing concerns and guiding clients.
• Willingness to engage directly via calls/video.
• Initiative-taking in a dynamic environment.
• Curiosity about technical themes and concepts.

Responsibilities

• Help new users maximize value from Equator.
• Expand adoption within existing customers.
• Support customers with inquiries and concerns.
• Design and run customer success campaigns.
• Share insights with internal stakeholders.
• Build repeatable playbooks for the Customer Success function.

Skills

Customer success skills

Professional communication

Motivated by growth outcomes

Probing for information

Navigating objections

Connecting by phone or video

Scrappy and proactive

Technical comfort

Job description

Customer Success Manager (Growth)

Location: Kitchener, ON

Work model: In‑office at least 3 days per week

Reports to: CEO

Company: Equator Studios

Website: https://equatorstudios.com/

About Equator Studios

Equator Studios is a software company whose mapping platform, Equator, supports civil engineers, surveyors, architects and environmental professionals across Canada and the United States. Equator curates trusted sources of high‑resolution geospatial data, including LiDAR point clouds, contours, and parcels, and makes it easy for platform users to view and download that data for use in CAD and design tools like Autodesk Civil 3D.

Equator is typically used in the early stages of land development projects to quickly assess sites and begin design work. Before Equator, this process often involved weeks of waiting for survey data or hours spent searching for and processing datasets from multiple sources. With Equator, the same work takes minutes.

Equator Studios is entering a new phase of growth, focused on deeper adoption within existing customers and expanding how teams use the platform. This role exists to help customers get maximum value from Equator while supporting account expansion and long‑term growth.

The Opportunity

In this Customer Success Manager role, you will work directly with existing active accounts to understand their workflows, educate them on Equator’s capabilities, and help expand usage and revenue over time. You will engage customers across a variety of channels—including calls, email, in‑product touchpoints, and campaigns—meeting them where they already work and communicate. You will not be hunting cold leads; instead, you’ll have access to an existing user database, product analytics, and direct support from the CEO to design and run customer engagement initiatives.

This role sits at the centre of Equator’s next phase of growth and offers the opportunity to help build the Customer Success function from the ground up. You’ll work closely with the CEO, have real ownership over customer outcomes and revenue expansion, and turn what works into repeatable playbooks that support long‑term adoption and scale.

What You’ll Do

• Helping new users derive the maximum value from Equator. This includes learning about new users’ workflows, educating them on how to use Equator, and making recommendations on which pricing plan is best for their use case.
• Expand adoption and business within existing customers. This includes identifying champions and pathways to adoption within customer organisations, as well as the development of pricing proposals for customers with multiple users.
• Supporting existing customers with their questions, concerns and inquiries. This includes receiving and managing support emails, working with the technical team to obtain accurate answers, and translating those responses into clear, timely communication for customers.
• Design and run customer success campaigns. This includes segmentation of existing users, developing hypotheses, and working closely with the CEO to design and run campaigns such as education sessions, feedback calls, lunch‑and‑learns, special offers or promotions, presentations and demos.
• Information sharing within the organization. This includes capturing, synthesising, and sharing insights from campaigns and conversations with customers with product and marketing stakeholders at Equator Studios.
• Build playbooks over time. This includes turning successful experiments into repeatable playbooks to help lay the foundation for a scalable Customer Success function at Equator Studios.

What we are looking for

Skills & Experience

• Customer success skills. Our customers should feel genuinely supported and confident that their needs drive our interactions, recommendations, and follow‑through.
• Motivated by incentives, conversions and growth outcomes. We are looking for a Customer Success Manager who is energized by progress, measurable impact, and helping accounts grow successfully over time.
• Professional, clear and confident communicator. Our customers value direct, honest and well‑informed communication, even when things aren’t going perfectly.
• Able to probe for information and ask thoughtful follow‑up questions. Our customers don’t expect you to know everything about GIS or LiDAR data, but they do expect you to listen carefully, ensure their questions are fully understood, and help find the answers they are looking for.
• Comfortable navigating objections and uncertainty. Our customers trust us to engage openly with concerns, explore trade‑offs and guide them toward the best path forward.
• Comfortable connecting with people by phone or video. Our customers appreciate working with a Customer Success Manager who is willing to jump on a call to quickly resolve issues, unblock progress or explore new opportunities.
• Scrappy and proactive in an early‑stage environment. Our customers rely on us to take initiative, move quickly and find practical solutions, even when processes are still evolving.
• Comfort level with technical themes. You will need to be able to engage in conversations about geospatial data, software workflows and related technical concepts. Training will be provided, and we’re looking for someone who is curious, capable and motivated to continuously build their technical understanding in areas relevant to this role.

Nice to Have (Not Required)

• Experience in a related industry, such as civil engineering consulting, geospatial services, surveying, architecture or environmental consulting.

Benefits

• The total annual cash compensation range is $50,720–$72,000
• Employee stock options
• Health, vision and dental insurance coverage
• Additional, flexible health and wellness monthly budget
• Flexible hours
• Weekly team meals (when / if in the office)

How to Apply

Send resume and cover letter to [e-mail]