Customer Success Manager

N-able Technologies Ltd.; Ottawa; On-site; CAD 100,000 - 125,000; Full time

Job summary

A leading technology firm in Ottawa is seeking a Customer Success Manager to manage accounts and enhance customer engagement. You will be responsible for exceeding customer expectations, conducting business reviews, and providing solutions that drive growth. The ideal candidate has 1-3 years of relevant experience, preferably in a SaaS setting, along with strong negotiation skills. This on-site role emphasizes teamwork, customer advocacy, and utilizing metrics to ensure client success.

Benefits

Medical, dental and vision for employee, partner, and children

Generous PTO and observed holidays

2 Paid Volunteer Days per year

Retirement Savings Plan

Employee Stock Purchase Program

Free Lunch 2x per week at Collaboration Hubs

On-site gym access at select Collaboration Hubs

FuN-raising opportunities as part of our giving program

N-abite Learning – custom learning experience

Qualifications

• 1-3 years of experience in Customer Success Manager or related roles at a SaaS company.
• Proven ability to deliver presentations and lead Business Reviews.
• Experience in cross and upsell opportunities within an existing customer base.

Responsibilities

• Manage a Book of Business and serve as main contact for partners.
• Exceed customer expectations and maintain relationships with stakeholders.
• Utilize dashboards to track customer success metrics and account health.

Skills

Account Management

Customer Success

Negotiation

Solutions Sales Mindset

Customer Advocacy

Job description

Why N‑able

At N‑able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end‑to‑end platform blends AI‑powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N‑ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.

As a member of the Customer Success team, you will collaborate to achieve real time‑bound retention and growth targets for N‑able products, solutions, and initiatives across the install base.

Please note this is role is on‑site, therefore attendance in the Morrisville Collaboration Hub is required.

What You’ll Do

• Account Management to a designated Book of Business, serving as the main point of contact for the partner and our internal teams.
• Commit to exceeding customer expectations, maintain long‑term both technical and business‑level relationships with your account’s primary stakeholders, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.
• Negotiate and lead account‑based commercial discussions on the existing partner base, working to preserve GRR and uncover gaps in the partners current tech‑stack to recommend new N‑able solutions and opportunities to drive NRR and secure contract renewals.
• Recommend how N‑able products can improve success within partner portfolio through exhibiting a solutions sales mindset by partnering with the Product Sales Specialists on the account.
• Schedule reoccurring Customer Success calls, Quarterly/Strategic/Executive business reviews or conduct outreach to engage with customers in need of a call, use these meetings to understand their goals, highlight value, flag opportunities for growth, align resources and address both technical & business roadblocks to achieve their desired outcomes.
• Utilize dashboards and reporting to track customer success metrics, account health & engagement scores to grow the relationship, drive increased account engagement and target potential risk within the base.
• Flag and action risk indicators as well as owning and defusing challenging customer situations, should they arise while turning them into an opportunity for positive outcomes & increased customer loyalty.
• Create opportunities for customer advocacy, such as success stories, case studies and referenceable advocates, as well as explore and recommend ways to improve customer satisfaction and raise customer advocacy (NPS).

What You’ll Bring

• 1‑3 years of experience working in as a Customer Success Manager, Account Manager or Account Executive, preferably at a SaaS company or MSP vendor
• Proven track record delivering presentations and Business Reviews to account stakeholders including business owners, technicians and marketing managers to convey and influence
• History of successful attainment against target and key performance indicators (KPIs) in previous roles
• Advanced understanding of the MSP industry and experience working with MSPs/Business Owners or technical managed services stakeholders
• Advanced collaborator with internal teams to advocate for customer solutions (Sales, Technical Support, Marketing, etc.)
• Demonstrated ability to identify cross and upsell opportunities within existing customer base
• Cybersecurity, Data Protection, or RMM/Unified EndPoint Management experience would be preferred

Purple Perks

• Medical, dental and vision – for employee, partner, and children!
• Generous PTO and observed holidays
• 2 Paid Volunteer Days per year
• Retirement Savings Plan
• Employee Stock Purchase Program
• Free Lunch 2x per week at Collaboration Hubs
• On‑site gym access at select Collaboration Hubs
• FuN‑raising opportunities as part of our giving program
• N‑ablite Learning – custom learning experience as part of our investment in you

About N‑able

At N‑able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N‑ablites, a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT