Customer Success Manager

Krila Consultancy; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading technology firm in Kanata is seeking a Senior Customer Success Specialist to manage enterprise accounts and ensure customer satisfaction. This role focuses on onboarding, training, and driving product usage, with a strong emphasis on upselling and relationship building. Ideal candidates will have a Bachelor’s degree and 4–5 years of relevant experience in Customer Success or Account Management. This position requires strong analytical skills and proficiency with CRM platforms.

Qualifications

• 4–5 years of experience in Customer Success or Account Management within SaaS or tech.
• Demonstrated success managing enterprise accounts.
• Experience with AI, automation, or technical software solutions.

Responsibilities

• Serve as main contact for enterprise and mid-market customers.
• Lead onboarding and training for customer adoption.
• Identify upsell opportunities and drive renewals.

Skills

Customer relationship management

Analytical skills

Communication

Training and onboarding

Upselling

Technical support

Education

Bachelor’s degree

Tools

Salesforce

HubSpot

Gainsight

Totango

Job description

Our client Edge Signal is an innovation‑driven SaaS and AI technology company enabling organizations to scale intelligently through advanced edge computing, automation, and real‑time data insights. They’re expanding their presence and seeking a Senior Customer Success Specialist to ensure our customers achieve exceptional value and long‑term success. This role is an onsite position based in Kanata, collaborating directly with customers and internal teams.

What you’ll do

Customer Relationship & Success Management

• Serve as the main point of contact for enterprise and mid‑market customers.
• Lead onboarding, training, and enablement to ensure quick and effective adoption.
• Conduct regular business reviews to align platform capabilities with customer objectives.
• Monitor customer health, usage patterns, and KPIs to anticipate risks and opportunities.

Revenue Growth & Upsell

• Identify upsell and cross‑sell opportunities within existing accounts.
• Partner with the Sales team to drive renewals and expansion conversations.
• Communicate ROI and product value to influence strategic decision‑making.

Process, Enablement & Knowledge Development

• Develop and maintain Edge Signal’s Customer Success Playbook, continuously improving processes and best practices.
• Actively contribute to Edge Signal’s Help Center, producing and updating customer educational content.
• Gather customer insights and feedback to guide Product and Engineering.
• Support customer education through webinars, workshops, and onsite sessions.

What We’re Looking For

• Bachelor’s degree required (Engineering degree is a strong asset).
• 4–5 years of experience in Customer Success, Account Management, or Post‑Sales roles within SaaS, AI, cloud, or high‑growth tech environments.
• Demonstrated success managing enterprise accounts and driving upsell opportunities.
• Strong analytical skills, with the ability to interpret customer data and usage insights.
• Experience working with AI, automation, or technical software solutions.
• Background in creating playbooks, knowledge base content, or customer education materials.
• Experience supporting customers with complex or technical deployments.
• Exceptional communication, relationship‑building, and presentation abilities.
• Proficiency with CRM and CSM platforms (Salesforce, HubSpot, Gainsight, Totango).
• Ability to collaborate effectively across Sales, Product, and Engineering.
• Comfortable working onsite in Kanata.