Customer Success Manager

FABSTATION; St. Catharines; Remote; CAD 80,000 - 95,000; Full time

Job summary

A leading company specializing in augmented reality software for the construction industry seeks a self-motivated Customer Success Manager. This remote role involves engaging existing customers, ensuring effective onboarding, and driving retention and upsell opportunities. Ideal candidates are bilingual in English and French, possess strong communication skills, and demonstrate a successful track record in client relationship management.

Benefits

Company events

Dental care

Extended health care

Paid time off

Work from home

Commission pay

Retention bonus

Qualifications

• 3-5 years of customer success or account management experience.
• Preferred experience in construction technologies (3+ years).
• Strong onboarding abilities and proficiency with technology.

Responsibilities

• Strengthen relationships with existing customers and focus on retention.
• Facilitate customer onboarding to ensure successful product use.
• Provide live and virtual training sessions for customer proficiency.

Skills

Bilingual (English and French)

Verbal Communication

Written Communication

Customer Retention

Negotiation

Sales

Education

Post-secondary degree in business or related field

Tools

CRM software

MS Office

Job description

Eterio Realties Inc., are the creators of FabStation, a software product that specializes in augmented reality, leveraging BIM models, for the construction industry. If this jargon means something to you or interests you, then read on…

What We Are Looking For

We are looking for a self-motivated Customer Success Manager (CSM) to be a representative of FabStation :

• You are proficient with English and French languages.
• You are organized and have exceptional verbal and written communication skills
• You have a strategic mindset, focused on customer retention and upsell opportunities.
• You have strong onboarding abilities, ensuring customers quickly gain value from our product and processes.
• You have an entrepreneurial spirit and can adapt to a rapidly changing environment with attention to detail and the ability to work independently.
• You exude diplomacy, tact, and poise under pressure when working with customers.
• You are comfortable with travel and have a valid driver’s license.
• You have demonstrated proficiency in learning and utilizing new technology platforms.

Where We Are

We are in Victoria, BC. This is a remote position with virtual on-boarding and travel required for hands-on on-site training sessions at our customer's production facilities.

Key Responsibilities

• Strengthen relationships with existing customers, focusing on retention, engagement, and expansion opportunities.
• Identify and execute upsell strategies to increase account value.
• Facilitate the onboarding of new customers and ensure they are set up for success with our product.
• Obtain an expert-level understanding of our products and stay updated on new developments.
• Understand customer needs and recommend optimal configurations of our products.
• Respond to customer inquiries using CRM best practices and track all interactions in Hubspot.
• Provide live and virtual training sessions to ensure adoption and proficiency.
• Gather customer feedback and collaborate with internal teams to enhance user experience and product offerings.

Work Experience

• 3-5 years of customer success, account management and onboarding experience.
• Exceptional English and French verbal and written communication skills.
• Proven track record in building and maintaining long-term client relationships.
• Strong negotiation, sales, and business development expertise.
• Demonstrated success in growing accounts and increasing sales.
• Expertise in onboarding clients onto technical products.
• Comfortable working independently and efficiently to meet deadlines.
• Preferred 3+ years of experience using or supporting construction technologies.

Other Requirements

• Post-secondary degree in business or a related field, or an equivalent combination of education and experience.
• Intermediate computer skills, including MS Office, CRM software, and other customer management tools.
• Valid driver’s license and ability to travel as needed.
• Valid working visa required to work in Canada.

Join our team and play a pivotal role in driving customer success and business growth!

Job Types : Full-time, Permanent

Pay : $80,000.00-$95,000.00 per year including commission.

Supplemental pay :

• Commission pay
• Retention bonus

Benefits :

• Company events
• Dental care
• Extended health care
• Paid time off
• Work from home

Schedule :

• 8-hour shift
• Day shift
• Monday to Friday

Work Location : Remote

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Customer Manager • st catharines, on, Canada