Customer Success Manager

seRevel; Ottawa; On-site; CAD 100,000 - 140,000; Full time

Job summary

seRevel is seeking a senior Sales Engineer/SE leader to onboard customer teams, drive weekly adoption, and own renewals.

This growth role focuses on delivering measurable outcomes, running POCs, and using AI insights to show value across customer accounts.

You will enable SE leaders with data, conduct business reviews, and turn happy customers into references for continued expansion.

Qualifications

• Several years as a Sales Engineer or SE manager.
• Experience running POCs and evaluating outcomes.
• Proficient in administering SaaS tools (CRM, Slack, ticketing, integrations).
• Ability to read usage data and identify churn risk early.
• Clear, direct writing and speaking to lead SE discussions.

Responsibilities

• Onboard new SE teams end to end: workspace setup, integrations, and first live POCs.
• Drive adoption after go-live and track active usage weekly.
• Own renewals and expansion from first check-in to signed orders.
• Run business reviews with SE leaders using POC data and intelligence.
• Provide product feedback with evidence to shape the roadmap.

Skills

Sales Engineer

POCs management

SaaS admin

Usage data reading

Communication

Tools

CRM tools

Slack

Ticketing systems

Salesforce reporting

Gong

Job description

You own what happens after the deal closes. Onboard SE teams onto seRevel, get them using it every week, and make renewals a non-event. Nearly all our customers come from SEs telling other SEs, so retained, happy customers are the growth engine. That makes this a growth role, not a support desk.

What you will do

• Onboard new SE teams end to end: workspace setup, integrations (Salesforce, Slack, Teams, Jira, Gong), customer portals, and their first POCs live in the platform
• Drive adoption after go-live. Know which teams use seRevel every week, which ones went quiet, and why. Get them onto AI insights and AI coaching, not just status tracking
• Own renewals and expansion for your accounts, from the first check-in to the signed order
• Run business reviews with SE leaders using their own POC data and use-case intelligence, so the value is theirs, not our slides
• Feed what you hear back into the product with evidence, not anecdotes. Shape the roadmap with real customer demand
• Turn happy customers into references and referrals, and hand Sales the stories that close the next SE team
• Build the CS playbook from scratch: onboarding paths, health signals, escalation rules

What we are looking for

• Several years as a Sales Engineer or SE manager. If you came up through customer success, it was for technical teams and technical products
• You've run or managed POCs and know why they succeed or fall apart
• You do your own admin work in SaaS tools: CRM, Slack, ticketing, integrations. No ticket to Engineering for a field mapping
• You can read usage data, spot a churn risk early, and act on it
• Clear, direct writing and speaking. You can run a room of SE leaders

Nice to have

• Led an SE team and rolled out a new tool to it
• Carried a renewal or expansion number
• Hands-on with Salesforce reporting or Gong
• Early-stage startup experience where you built the process instead of inheriting one