Customer Success Manager

Focus FS; San Juan de Terranova; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Customer Success Manager to ensure successful onboarding and long-term satisfaction for customers in mining, oil and gas. This hands-on role involves training clients on technical features, monitoring user adoption, and addressing queries. The ideal candidate will have experience in customer success, strong communication skills, and the capability to manage diverse customer needs. Commitment to understanding customer operations and providing tailored solutions is essential.

Qualifications

• Experience in customer success, implementation, or technical support roles within SaaS or enterprise software.
• Strong communication and relationship building skills.
• Ability to manage multiple customers and priorities.

Responsibilities

• Own customer onboarding and implementation, ensuring understanding of the platform.
• Develop a deep understanding of each customer’s operations, goals, and risk profile.
• Plan and deliver customer training for new deployments and feature releases.
• Monitor customer usage, adoption, and overall health, addressing concerns early.

Skills

Customer empathy

Stakeholder management

Technical communication

Training and onboarding

Job description

We are looking for a Customer Success Manager who is deeply attuned to our customers and their operating environments, and who understands the high level technical capabilities of our safety and emergency response platform. This role is customer facing and hands on, with a strong emphasis on onboarding, customer training, adoption, renewals support, and long term success in mission critical environments.

You will work directly with customers in mining, oil and gas, and heavy industry, and internally with product, engineering, AI, and leadership teams. While this is not a developer role, it requires comfort discussing technical features, system behavior, data flows, integrations, and platform capabilities, as well as a strong instinct for customer needs, risks, and priorities.

What You Will Do

Own customer onboarding and implementation, ensuring customers understand both functional and technical aspects of the platform.

Develop a deep understanding of each customer’s operations, goals, and risk profile, and act as a trusted point of contact.

Plan and deliver customer training for new deployments, feature releases, and configuration changes. Training may be delivered remotely and occasionally onsite depending on customer needs.

Monitor customer usage, adoption, and overall health, identifying risks early and proactively addressing concerns.

Support renewal conversations by ensuring customers clearly understand the value being delivered and by providing insight, usage data, and context to leadership.

Identify expansion opportunities where appropriate and support account growth in collaboration with leadership.

challenges, and technical questions into clear actionable input for product and engineering teams.

Support customers through new feature rollouts, updates, and platform changes.

Respond to customer questions, issues, and escalations with a calm solutions focused approach.

Maintain clear documentation of customer configurations, training sessions, renewal inputs, and key outcomes.

What Will Help You Succeed

Experience in customer success, implementation, training, account management, solutions consulting, or technical support roles within SaaS or enterprise software.

Strong customer empathy and the ability to stay closely aligned with customer needs and priorities.

Comfort leading customer training sessions and explaining technical concepts to both technical and non technical audiences.

Experience supporting renewals or long term customer relationships in partnership with sales or leadership teams.

Strong communication and relationship building skills.

Ability to manage multiple customers, priorities, and timelines.

Experience working with operational, industrial, or safety focused customers is an asset.

Please include a brief summary of relevant customer facing, training, technical product, and renewal support experience with your application.