Customer Success Manager

Connex Telecommunications Inc.; Richmond Hill; On-site; CAD 90,000 - 110,000; Full time

Job summary

Connex Telecommunications Inc. is seeking a Customer Success Manager to lead client relationships and ensure maximum value from their solutions. The role focuses on onboarding, account management, and performance analysis, with significant interaction with enterprise-level clients in the telecommunications and banking sectors. The ideal candidate is experienced, communicative, and ready to enhance client engagement through effective technical guidance and relationship building.

Qualifications

• Minimum of 8 years in a customer success role.
• Experience with Genesys Engage and Cloud is highly desirable.
• Strong analytical and troubleshooting skills.

Responsibilities

• Serve as primary contact during onboarding and implementation.
• Build strong relationships with client stakeholders.
• Provide clients with regular reports and insights.

Skills

Communication

Problem Solving

Relationship Building

Education

Bachelor’s degree in Business, Communications, or a related field

Tools

Genesys Engage

Genesys Cloud

Job description

Join Connex, a leading technology solutions provider with deep expertise in Managed Services, QA Automation, and Professional Services in the contact center space. We serve clients in the telecommunications, banking, and insurance industries, delivering value through scalable, cloud-enabled solutions. At Connex, we believe in long-term client success, and our team is dedicated to building lasting partnerships rooted in trust, technology, and measurable results.

Position Overview:

We are seeking a Customer Success Manager (CSM) who will be the strategic partner to our clients, ensuring they derive maximum value from Connex’s solutions. This role is key to post-sales relationship management, client retention, and identifying growth opportunities. The ideal candidate will have experience managing enterprise-level clients in contact center environments and a working knowledge of Genesys Cloud, and CCaaS platforms.

This position requires a strong ability to build relationships, understand technical solutions, and align Connex services with evolving client needs.

Responsibilities:

Client Onboarding & Implementation Oversight (20%)

• Serve as the primary point of contact for new clients during onboarding and solution implementation.
• Coordinate with internal delivery teams to ensure smooth transitions and meet go-live deadlines.

Account Management & Relationship Building (25%)

• Build strong, trusted relationships with key stakeholders at client organizations.
• Conduct regular business reviews to ensure client goals are met and exceeded.

Product & Platform Guidance (20%)

• Advise clients on the effective use of Genesys Engage, Genesys Cloud, and other CCaaS platforms to optimize performance.
• Collaborate with internal solution architects and delivery leads to recommend enhancements and scalable improvements.
• Monitor client satisfaction and proactively identify opportunities to expand service usage or resolve potential issues.
• Partner with Sales and Delivery teams to upsell Managed Services, QA Automation, and Professional Services.

Reporting & Performance Analysis (10%)

• Provide clients with regular reports and insights on system usage, KPIs, and ROI.
• Track account health metrics and flag risk accounts early to reduce churn.

Collaboration & Process Improvement (5%)

• Collaborate with Product, Engineering, and Operations teams to deliver continuous value to clients.
• Contribute feedback to improve internal processes and the overall client experience.

Qualifications:

• Experience: Minimum of 8 years in a customer success, client management, or post-sales role within the contact center or technology services industry.
• Technical Knowledge: Familiarity with Genesys Engage, Genesys Cloud, and other CCaaS platforms is highly desirable.
• Industry Exposure: Experience with clients in telecommunications, banking, or insurance sectors.
• Communication: Excellent interpersonal, presentation, and communication skills; ability to convey technical concepts to non-technical stakeholders.
• Problem Solving: Strong analytical and troubleshooting skills with a solution-oriented mindset.
• Travel Requirement: Willingness to travel up to 40% for client meetings, QBRs, and strategic planning sessions.
• Education: Bachelor’s degree in Business, Communications, or a related field (MBA or technical certifications are a plus).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales, Business Development, and Strategy/Planning

• Industries

  IT Services and IT Consulting

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