Customer Success Manager

Occupier; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading tech startup is seeking a Customer Success Manager to manage customer relationships and ensure product adoption. Ideal candidates have 3+ years of experience in customer-facing roles, strong communication skills, and a problem-solving mindset. This remote-first company offers competitive compensation, equity options, and growth opportunities.

Benefits

Work from anywhere in NA

Competitive salary

Equity options

Comprehensive benefits package

Qualifications

• 3+ years of experience in a customer-facing role such as customer success or account management.
• Ability to communicate complex concepts clearly.
• Natural ability to empathize with customer needs.

Responsibilities

• Manage a portfolio of customers, acting as primary contact.
• Guide new customers through onboarding.
• Regularly check in to ensure customer value.

Skills

Customer-facing role experience

Excellent communication skills

Empathy

Problem-solving skills

Proactive and organized

Tech-savvy

Team player

Tools

HubSpot

Vitally

Intercom

Job description

About Us

Real estate is often a company’s second-biggest expense—yet most real estate and finance teams still manage leases with outdated tools or spreadsheets. Occupier was created to change that. We’re building the future of lease management, eliminating manual work, automating compliance, and giving both real estate and finance teams real-time insights to make smarter decisions.

We’re also not your typical startup. We’re a community of builders, tinkerers, and experimenters backed by Unbundled Capital. Our product is best-in-class, as is our tech stack. We’re on a mission to develop a market-leading, AI-enabled, Go-to-Market machine that takes the drudgery out of the daily grind.

If you’re a customer-obsessed builder looking for a challenging and rewarding opportunity to develop real marketable skill as a foundational member of a tech startup, this role may be for you.

About the Role

As a Customer Success Manager, you’ll be a strategic partner to our clients, ensuring they achieve maximum value from our product and arrive at their desired outcome. You’ll be responsible for the full customer lifecycle, from onboarding through adoption, renewal, and advocacy. This role is perfect for a proactive, empathetic, and strategic individual who thrives in a fast-paced, dynamic environment.

What you’ll Do

• Account Management: Manage a portfolio of customers, acting as their primary point of contact and trusted advisor.
• Onboarding & Adoption: Guide new customers through the onboarding process, ensuring a smooth and successful start with our product.
• Proactive Engagement: Regularly check in with customers to ensure they are getting the most value out of our product and identify opportunities for expansion or further engagement.
• Problem-Solving: Address customer inquiries, resolve issues efficiently, and escalate complex technical problems to the appropriate teams.
• Product Expertise: Become a subject matter expert on our product, providing best practices and strategic guidance to customers.
• Feedback Loop: Gather and synthesize customer feedback to inform our product roadmap and improve the overall customer experience.
• Success Metrics: Track and analyze key customer success metrics (e.g., adoption rates, churn, satisfaction scores) and report on your portfolio's health.
• Content Creation: Contribute to our knowledge base and create resources (e.g., help articles, tutorials, webinars) to empower customers.

Who you Are

• Experience: 3+ years of experience in a customer-facing role, such as customer success, professional services, business development, or account management within a fast-growth or startup SaaS environment.
• Communication: Excellent written and verbal communication skills. You can explain complex concepts clearly and concisely.
• Empathy: You genuinely care about helping people and have a natural ability to understand and empathize with customer needs and challenges.
• Problem-Solver: You are a curious and creative thinker who can quickly identify problems and propose effective solutions.
• Proactive & Organized: You are a self-starter who can manage multiple priorities and projects simultaneously while maintaining a high level of organization.
• Tech-Savvy: You are comfortable learning new technologies quickly and can troubleshoot basic technical issues.
• Team Player: You thrive in a collaborative environment and enjoy working with different departments to achieve a common goal.
• Bonus Points: Experience with HubSpot, Vitally, Intercom, Attention; experience in corporate real estate and/or accounting.
• Impact: You\'ll have a direct and significant impact on our company's growth and the success of our customers.
• Growth: We\'re a fast-growing company, which means lots of opportunities for professional development and career advancement.
• Culture: We have a supportive, collaborative, and fun work environment where your voice is heard and valued.
• Compensation: Competitive salary, equity options, and a comprehensive benefits package.
• Perks: Work from anywhere in NA! Occupier is a remote-first company with hubs in Toronto, Boston, and New York.