Customer Success Manager

Sodales Solutions Inc.; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

Sodales Solutions Inc. seeks a Customer Success Manager to drive retention, satisfaction and growth through data-driven insights and cross-functional collaboration.

You will analyze health metrics, identify at-risk accounts, and develop dashboards while partnering with Product, Engineering, and Support to ensure timely resolutions and proactive renewals. This role emphasizes onboarding, adoption, and customer advocacy initiatives.

Qualifications

• 5+ years of BA experience.
• Degree in computer science or business management or related fields.
• Familiar with Agile methodologies, ASAP methodologies and Design Thinking.
• Excellent problem-solving skills to identify improvement opportunities and suggest product roadmaps.
• Ability to work as an individual contributor as well as a team player.
• Experience with full life-cycle implementations.

Responsibilities

• Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends.
• Develop dashboards and reports to track customer success KPIs and identify at-risk customers for proactive intervention.
• Analyze churn, retention, and expansion opportunities.
• Serve as a point of contact for customer inquiries, product questions, and escalations.
• Monitor and analyze support ticket trends to identify recurring issues and opportunities for process improvement.
• Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns.
• Track support SLAs and customer response times to maintain high service standards.
• Assist in managing escalated customer cases and provide proactive communication throughout resolution.
• Document customer-reported issues, feedback, and feature requests to support product enhancements.
• Conduct root-cause analysis of support cases and recommend preventative measures.
• Partner with Customer Success Managers to optimize customer lifecycle management.
• Support onboarding, adoption, renewal, and customer advocacy initiatives.
• Track customer engagement and product utilization and develop success strategies based on data-driven insights.
• Communicate customer needs and trends to internal stakeholders.
• Support process improvement initiatives that enhance operational efficiency and customer experience

Skills

Agile methodologies

Design Thinking

Cross platform integration

Education

Degree in Computer Science or Business Management

Tools

SAP

Job description

Job Description

The Customer Success Manager plays a critical role in driving customer retention, satisfaction, and growth by leveraging data, insights, and cross-functional collaboration. This position is responsible for analyzing customer health metrics, identifying trends and risks, supporting customer success initiatives, and providing actionable recommendations that improve the customer experience and business outcomes.

Responsibilities

• Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends.
• Develop dashboards and reports to track customer success KPIs.
  Identify at-risk customers and provide recommendations for proactive intervention.
• Analyze churn, retention, and expansion opportunities.
• Serve as a point of contact for customer inquiries, product questions, and escalations.
• Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement.
• Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns.
• Track support SLAs and customer response times to maintain high service standards.
• Assist in managing escalated customer cases and provide proactive communication throughout the resolution process.
• Document customer-reported issues, feedback, and feature requests to support product enhancements.
• Conduct root-cause analysis of support cases and recommend preventative measures.
• Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management.
• Support onboarding, adoption, renewal, and customer advocacy initiatives.
• Track customer engagement and product utilization.
  Assist in developing customer success strategies based on data-driven insights.
• Communicate customer needs and trends to internal stakeholders
• Support process improvement initiatives that enhance operational efficiency and customer experience

Qualifications

• Degree in computer science or business management and related fields
• 5+ years of BA experience
• Familiar with Agile methodology, ASAP methodology and Design Thinking
• Having excellent problem-solving skills to identify improvement opportunities and suggest product road maps
• Ability to work as an individual contributor as well as a team player
• Requires cross platform integration knowledge
• Experience with SAP technologies is a plus
• Experience with full life-cycle implementations