Customer Success Manager

One Way Ventures; Toronto; On-site; CAD 70,000 - 100,000; Full time

Job summary

Debbie is looking for a Customer Success Manager (CSM) based in Toronto, Ontario. The CSM will be the main point of contact for customers, ensuring they maximize their use of Provision’s platform and achieve their business goals.

This role involves onboarding customers, managing relationships, and collaborating with internal teams to drive success. Ideal candidates will have over 3 years in customer success or a similar field, excellent communication skills, and a passion for helping customers.

Qualifications

• 3+ years in customer success, account management, or related field.
• Strong analytical and critical thinking skills.
• Excellent verbal and written communication.

Responsibilities

• Ensure smooth onboarding of new customers.
• Develop success plans for high engagement and retention.
• Build strong relationships with key customer sponsors.
• Identify opportunities for expansion and value realization.
• Proactively address customer concerns and potential churn risks.
• Work cross-functionally with internal teams.
• Conduct training sessions and performance reporting.

Skills

Customer engagement

Analytical skills

Communication skills

Problem-solving

Customer-centric approach

Job description

Company Overview

Provision’s goal is to drastically accelerate productivity in construction. Currently, productivity is hurt by contractual issues that are largely avoidable. Contractors report that half of the disputes they experience can be prevented. Every dispute avoided means more money in the constructor’s pocket that can be reinvested in productivity.

Provision helps contractors reduce disputes by surfacing potential claims before they sign their contracts.

We have large ambitions. Our plan is to introduce a series of tools designed to help contractors eliminate claims and disputes altogether. And it’s working: we’ve grown from zero revenue to seven figures within a year and are preparing for our next wave of growth.

We’re now looking for a Customer Success Manager (CSM) to help our customers maximize the value they get from Provision, ensuring strong adoption and long-term success.

Job Overview

The Customer Success Manager will own the post-sale relationship with Provision’s customers, ensuring they drive tangible value from our platform and achieve their business goals. Acting as the single point of contact, you will help customers adopt, integrate, and optimize Provision within their operations while providing strategic advisory services. You will collaborate with internal teams, including Sales, Product, and Engineering, to drive customer success, retention, and expansion.

Responsibilities and Duties

• Customer Onboarding & Adoption: Ensure smooth onboarding of new customers, driving early adoption and measurable impact.
• Strategic Account Management: Develop and execute success plans tailored to each customer, ensuring high engagement and retention.
• Stakeholder Relationship Management: Build strong relationships with key customer sponsors, from operational managers to executive leadership.
• Value Realization & Expansion: Identify opportunities for customers to expand their use of Provision and unlock additional value.
• Issue Resolution & Risk Mitigation: Proactively address adoption barriers, customer concerns, and potential churn risks.
• Collaboration & Feedback Loop: Work cross-functionally with Sales, Product, and Engineering to align customer needs with Provision’s roadmap.
• Training & Enablement: Conduct training sessions, webinars, and check-ins to ensure customers are proficient with the platform.
• Performance Reporting: Track and communicate key success metrics to customers, demonstrating ROI and impact.

Qualifications

• Experience: 3+ years in customer success, account management, or a related field within SaaS, construction technology, or professional services.
• Problem-Solving: Strong analytical and critical thinking skills, with the ability to map customer challenges to solutions.
• Communication Skills: Excellent verbal and written communication skills, with experience engaging C-suite executives and frontline users.
• Customer-First Mentality: Passion for helping customers succeed, with a proactive and consultative approach.
• Industry Knowledge: Familiarity with construction, contracts, and risk management is an asset but not required.
• Tech-Savvy: Comfortable navigating SaaS platforms and helping customers integrate software into their workflows.

Performance Metrics

• Adoption & Engagement: Percentage of customers actively using Provision’s core features.
• Renewals & Retention: Maintaining high renewal rates and reducing churn.
• Expansion Revenue: Identifying and driving upsell/cross-sell opportunities.
• Customer Satisfaction: Measured through NPS, CSAT, and qualitative feedback.

Must-Haves

1. Hard-working mentality
2. Integrity
3. Coachability