Customer Success Manager

Velixo; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Velixo is seeking a Customer Success Manager to drive customer satisfaction and maximize product adoption. The ideal candidate will have a background in Customer Success within a SaaS or ERP environment, with strong analytical and communication skills. Join a dynamic team that values innovation and collaboration while helping clients leverage their ERP data effectively.

Benefits

Competitive salary

Comprehensive benefits package

RRSP match (up to 6% of base salary)

Generous PTO allowance

Hybrid work environment

Career growth opportunities

Qualifications

• 2+ years of experience in Customer Success or Account Management.
• Strong ability to communicate complex ideas simply.
• Experience with customer education and training.

Responsibilities

• Analyze customer health metrics to mitigate churn risks.
• Create and deliver training materials to drive user adoption.
• Guide customers through their post-sales journey.

Skills

Customer Success

Communication

Problem-Solving

Analytical Skills

Collaboration

Education

Degree in Communications, Business Administration, or related field

Tools

Microsoft Excel

Job description

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About Velixo

Velixo is revolutionizing ERP reporting by empowering businesses with real-time Excel-based insights. We're the top-rated solution on the Acumatica Marketplace, recognized for our innovation and commitment to customer success. Headquartered in Montreal, Canada, we help businesses streamline financial and operational reporting with real-time ERP data—all within the comfort of Excel.

About Velixo

Velixo is revolutionizing ERP reporting by empowering businesses with real-time Excel-based insights. We're the top-rated solution on the Acumatica Marketplace, recognized for our innovation and commitment to customer success. Headquartered in Montreal, Canada, we help businesses streamline financial and operational reporting with real-time ERP data—all within the comfort of Excel.

Who We're Looking For

We’re looking for a Customer Success Manager (CSM) who is passionate about helping customers achieve their goals. In this role, you'll be a strategic partner, driving customer success by maximizing product adoption, ensuring retention, and empowering clients to confidently leverage their ERP data for strategic decision-making. You’ll play a key role in driving customer satisfaction and adoption, helping clients navigate the ERP ecosystem with confidence. Your ability to understand customer needs, anticipate challenges, and collaborate cross-functionally will be essential to your success. If you're a proactive problem-solver who thrives in a fast-paced environment and enjoys blending digital-first strategies with high-touch engagement, we’d love to hear from you!

Key Responsibilities

• Analyze customer health metrics and product usage data to identify and proactively mitigate churn risks, achieving measurable improvements in customer retention rates
• Create and deliver engaging training materials and knowledge base resources to drive user adoption and reduce support inquiries
• Gather, analyze, and communicate customer feedback to the product team, influencing future product development and improvements
• Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment
• Lead customer onboarding, ensuring a smooth and efficient experience
• Support escalations and complex customer inquiries, working cross-functionally to resolve issues
• Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities
• Represent Velixo in webinars, customer events, and digital communications, helping to build engagement and advocacy
  
  

What You'll Bring

• 2+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment, preferably with experience in financial software or business intelligence tools
• Strong ability to communicate complex ideas simply to both technical and non-technical audiences
• Experience with customer education and training (e.g., webinars, instructional content)
• Analytical mindset, with the ability to interpret customer data and act on insights
• Ability to collaborate cross-functionally with Sales, Support, and Product teams
• Exceptional problem-solving and critical thinking skills, with the ability to diagnose complex issues and develop effective solutions
• Self-motivated and adaptable, thriving in a fast-paced, growth-oriented environment
• Advanced proficiency in Microsoft Excel, with the ability to create and analyze complex spreadsheets. Experience with ERP/accounting systems is highly valued
  
  

Bonus Points If You Have:

• Experience in Digital Customer Success, Tech Touch, or Scaled CS programs
• A degree in Communications, Business Administration, or a related field
• Experience developing financial reports and dashboards using Excel, preferably with ERP data integration
  
  

Why Join Velixo?

We believe in empowering our employees and creating a workplace where you can thrive. Here’s what we offer:

• Competitive salary
• Comprehensive benefits package, including:
• Group health insurance
• RRSP match (up to 6% of base salary)
• Generous PTO allowance
• Hybrid work environment—flexibility to balance work and life
• Career growth opportunities in a rapidly expanding company
• A dynamic and supportive team that values innovation, collaboration, and customer success
• Join a collaborative and innovative team that values work-life balance and celebrates individual achievements
  
  

At Velixo, your success is our success. We’re excited to welcome you to our team and help you grow your career with us!

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Internet Publishing

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