Customer Success Manager

Canada Life; Ottawa; On-site; CAD 72,000 - 120,000; Full time

Benefits offered by this job

Education reimbursement

Health & dental benefits

Mental health benefit

Volunteer day

Pension plan

Employee discounts

ERGs & mentorship

Job summary

Canada Life is seeking a Customer Success Manager with 5+ years as a digital product owner to distill digital strategy for business leaders and drive adoption of tools that enhance member and sponsor experiences. Knowledge of HRIS, payroll, workplace retirement and savings programs is a plus.

The role requires collaboration with cross-functional teams nationwide, about 25% travel within Canada, and a base salary range of $71,900 to $119,800 annually, with additional rewards under our total

Qualifications

• 5+ years in customer success or other client-facing fields, with ability to explain digital platforms to diverse audiences.
• Experience building and nurturing B2B client relationships with strong presentation and communication skills.
• Passion for digital innovation and client-centric solutions.
• Understanding of web and mobile UX, including presenting demos to clients.
• Strong project management with multiple projects and competing priorities.
• Collaborative mindset and drive to create impact.
• Bilingual English and French is a strong asset.

Responsibilities

• Partner with CREs and AEs nationwide to champion digital capabilities and improve member and sponsor engagement.
• Understand client plan design and make strategic recommendations to meet objectives.
• Liaise with stakeholders to inform recommendations using qualitative and quantitative insights.
• Design and deliver reports, presentations, and communications that articulate value and impact.
• Coordinate Business Development support logistics with timelines and stakeholder expectations.
• Build trusted relationships with internal teams and external partners.

Skills

Customer success

B2B relationships

Digital innovation

UX understanding

Project management

Collaboration

Bilingual EN/FR

Job description

Permanent Full Time

At Canada Life, we're transforming the way we serve our clients, plan members and partners by embracing digital innovation. We're looking for someone with a minimum of 5 years as a digital product owner who understands technology roadmaps and is able to distill down key digital strategy and technical details to business leaders. As a Customer Success Manager, you're you'll play a key role as a trusted advisor in helping drive the adoption of tools that enhance the member and sponsor experience. The ideal candidate brings a strong understanding of HRIS, payroll, and workplace retirement and savings programs.

What You'll Do

• Partner closely with Client Relationship Executives (CREs) and Account Executives (AEs) across the country to introduce and champion the adoption of digital capabilities and tools that improve engagement and elevate the overall experience for members and sponsors.
• Understand client plan design and make strategic recommendations to meet client and Canada Life objectives.
• Liaise with key stakeholders (Business Development, advisors, consultants and clients) to inform recommendations, drawing on both qualitative and quantitative insights.
• Design and deliver professional reports, presentations, and communications that clearly articulate value and impact.
• Coordinate Business Development support logistics and maintain strong alignment with timelines and stakeholder expectations.
• Build trusted relationships with internal teams and external partners, fostering a culture of collaboration and continuous improvement.
• Continuously develop your understanding of Canada Life's digital ecosystem and client needs through hands-on experience and learning opportunities.
• Participate in internal development programs to grow your expertise in digital transformation and performance improvement.
• Approximately 25% travel within Canada will be required to support client engagements, subject to change.

What You Bring

• 5+ years in customer success or other client-facing fields, including understanding how to communicate digital platforms and features to a wide range of audiences.
• Experience in building and nurturing B2B client relationships with strong presentation and communication skills.
• A passion for digital innovation and client-centric solutions.
• Understanding of web and mobile UX, including presenting demos to clients
• Strong project management, with experience managing multiple projects and competing priorities.
• A collaborative mindset and a drive to make a meaningful impact.
• Bilingualism (English and French) is a strong asset.

The base salary for this position is between $71,900 - $119,800 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We're united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We're looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We're committed to supporting our employees through every stage of their career. Here's what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We're committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handled in accordance with applicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.