Customer Success Manager

PlanNet Logix Inc.; Richmond; On-site; CAD 52,000 - 63,000; Full time

Job summary

A leading company in information management solutions seeks a Customer Success Manager to ensure long-term customer satisfaction. This full-time role involves managing customer relationships, resolving issues, and fostering loyalty through personalized support. The ideal candidate will have a degree in Marketing, Sales, or Business Administration, along with strong communication and problem-solving skills.

Benefits

10 days of vacation annually

Probation period of 3 months

Qualifications

• Proven experience in Customer Success Management (1-2 years).
• Ability to work collaboratively in a team environment.
• Strong personnel management skills.

Responsibilities

• Manage customer relationships and enhance satisfaction.
• Track complaints to predict and resolve issues.
• Hire and supervise Customer Success Associates.

Skills

Multitasking

Time Management

Relationship Management

Strong Communication Skills

Problem Solving

Negotiation Skills

Education

College or Bachelor’s Degree in Marketing, Sales, or Business Administration

Job description

PlanNet Logix Inc. (PlanNet or the “Company”) was founded in 1996 to provide comprehensive information management solutions to clients, enhancing their productivity. Leveraging expertise in virtual cloud, wireless, network, Linux, and Microsoft systems, PlanNet has become a leading supplier to numerous restaurants and hotels worldwide. The company’s ability to design and implement networks empowers its clients to reach their full productivity potential.

Position Details:

Employer address: #2125-13700 Mayfield Place, Richmond, BC V6V 2E4
Contact Phone: [phone]
NOC: 60040
Position Type: Permanent, full-time (37.5 hours/week)
Wage: $52,500 - $62,500 annually
Probation Period: 3 months
Vacation: 10 days annually
Start Date: August 1, 2025
Language: Fluent in English; additional languages such as French, Chinese, Japanese, or Spanish are assets.

Duties and Responsibilities:

The Customer Success Manager (“CSM”) is responsible for ensuring long-term customer satisfaction and providing personalized, in-depth support. Key responsibilities include:

1. Managing customer relationships, resolving issues, and enhancing satisfaction.
2. Understanding customer needs, ensuring excellent experience, fostering loyalty, and developing close client relationships.
3. Proactively ensuring customer satisfaction with products or services.
4. Tracking common complaints to predict and resolve potential problems.
5. Regularly checking in with customers to provide updates, suggest innovations, and ensure ongoing satisfaction.
6. Planning, organizing, directing, and evaluating customer relationship policies and practices.
7. Establishing or implementing customer success and service policies and procedures for staff.
8. Hiring, training, and supervising Customer Success Associates.
9. Planning and controlling budgets and inventory.
10. Managing contracts related to advertising and marketing strategies aimed at customer relationships, satisfaction, and loyalty programs.

Employment Requirements:

1. A college or bachelor’s degree in Marketing, Sales, or Business Administration is required.
2. Necessary client service skills including multitasking, time management, relationship management, strong communication skills, and focus on business impact.
3. One to two years of proven experience related to Customer Success Management.
4. Ability to work collaboratively in a team environment.
5. Strong personnel management and problem-solving skills.
6. Strong negotiation skills.