Customer Success Manager

Occupier; Toronto; Remote; CAD 70,000 - 105,000; Full time

Benefits offered by this job

Remote-first

Hubs in Toronto

Hubs in Boston

Job summary

Occupier is building the intelligent operating system for corporate real estate teams. As a Customer Success Manager, you will own the full customer lifecycle from activation to renewal, partnering with Onboarding, Solutions Consulting, Product Management, and Sales to maximize value and drive adoption.

This role suits a proactive, empathetic, strategic builder eager to work cross-functionally at a fast-growth tech startup.

Qualifications

• Industry experience: 2+ years in corporate real estate, property management, contracts management, or related field.
• 3+ years in a customer-facing role within fast-growth or startup SaaS environments.
• Self-starter with ability to manage multiple priorities and projects.
• Strong written and verbal communication, able to explain complex concepts clearly.
• Collaborative team player who works cross-functionally with other departments.
• Demonstrates empathy and customer-centric thinking in all interactions.
• Interest in applying latest tech to influence outcomes.

Responsibilities

• Account management for a portfolio of customers as primary contact and trusted advisor.
• Oversee onboarding and adoption to ensure successful product usage.
• Proactive engagement to maximize value and identify expansion opportunities.
• Address inquiries and resolve issues; escalate complex problems when needed.
• Develop product expertise and share best practices with customers.
• Gather feedback to inform the product roadmap and customer experience.
• Track key success metrics and report portfolio health.
• Contribute to knowledge base with tutorials, articles, and webinars.

Skills

CRE industry experience

Customer-facing experience

Proactive & organized

Problem-solving

Clear communication

Team player

Empathy

AI-minded

Job description

About Us

We’re on a mission to unlock the transformative power of physical spaces for connection, community, and commerce. We do this by becoming the intelligent operating system for corporate real estate teams, giving them data that is correct, current, and complete.

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second-largest expense, yet most real estate and finance teams still manage their leases with spreadsheets and outdated tools.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

We’re not your typical scale-up. We’re a community of builders, tinkerers, and experimenters, backed by Unbundled Capital, investors with a proven track record of picking winners. Our product is best-in-class, and so are the internal tech stack and the team behind it. We’re building a market-leading, AI-enabled go-to-market function that works cross-functionally in pursuit of ambitious goals.

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

About the Role

As a Customer Success Manager, you’ll partner with our customers to help them get maximum value from Occupier and reach their desired outcomes. You’ll own the full customer lifecycle, from activation and adoption through renewal and advocacy. Along the way, you’ll work closely with Onboarding, Solutions Consulting, Product Management, and Sales to spot friction, capitalize on trends, and deliver an increasingly exceptional customer experience.

This role is ideal for a proactive, empathetic, and strategic builder who wants a cross-functional seat at an ambitious scale-up that’s well positioned to lead a historically underserved market.

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 elevate 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

• Industry Experience: 2+ years of experience working in corporate real estate, property management, contracts management, or related industry
• Domain 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
• Proactive & Organized: You are a self-starter who can manage multiple priorities and projects simultaneously while maintaining a high level of organization
• Problem-Solver: You are a curious and creative thinker who can quickly identify problems and propose effective solutions
• Communication: Excellent written and verbal communication skills. You can explain complex concepts clearly and concisely
• Team-player: You thrive in a collaborative environment and enjoy working with different departments to achieve a common goal
• High-empathy: You genuinely care about helping people and have a natural ability to understand and empathize with customer needs and challenges
• AI-pilled: You have practical experience using the latest tech to scape your influence and impact

Why join us?

• 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 and Boston