Customer Success Manager

eState Planner; Toronto; On-site; CAD 65,000 - 95,000; Full time

Job summary

eState Planner is actively seeking a Customer Success Manager to ensure customers are set up for long-term success with the platform. You will own onboarding, retention, and customer relationships, working closely with Sales and Marketing to deliver a seamless journey from initial conversion through ongoing engagement.

You will help customers derive maximum value from the product, act as the voice of the customer for product and go-to-market decisions, and collaborate with cross-functional teams

Qualifications

• 2–3 years of experience in Customer Success or 2+ years in account management or a similar customer-facing role.
• Strong interpersonal and communication skills.
• Comfortable building relationships and working directly with customers.
• Organized and proactive with strong follow-up habits.
• Ability to identify problems and take initiative to solve them.
• Experience in SaaS is a plus.
• Experience in legaltech or the legal industry is a strong plus.
• Willingness to shape customer experience and retention strategy.
• Collaborates with Sales, Marketing and Product.
• High ownership and autonomy in your role.

Responsibilities

• Own onboarding and activation for new customers.
• Manage retention and customer relationships to reduce churn.
• Analyze data to spot churn signals and opportunities.
• Monitor billing health and follow up on payment issues.
• Collaborate cross-functionally with Sales, Marketing and Product.

Skills

Customer Success

Account Management

SaaS

Legaltech

Job description

eState Planner is on a mission to improve estate planning for Canadians by empowering professionals with modern, intuitive tools.

Our platform helps legal and financial professionals deliver a more client-focused experience while improving efficiency and accuracy. Built with deep domain expertise, eState Planner combines intelligent, rule-based technology with a user-friendly interface to support the drafting of both simple and complex estate plans.

About the role

We’re looking for a Customer Success Manager to ensure our customers are set up for long-term success with eState Planner.

This role is focused on onboarding, retention, and customer relationships. You’ll work closely with Sales and Marketing to deliver a seamless customer journey, from initial conversion through ongoing engagement.

You’ll play a key role in helping our customers get the most value from our product, while also acting as a voice of the customer to inform our product and go-to-market strategy.

What you’ll do:

Customer onboarding & activation

• Own the onboarding experience for new customers after they convert from trial
• Ensure smooth handoff from Sales to Customer Success
• Guide customers through setup and early usage to set them up for success
• Proactively identify and address risks during the early lifecycle

Retention & relationship management

• Build and maintain strong relationships with customers
• Regularly engage customers to ensure they are getting value from the product
• Identify risks early and take action to prevent churn
• Analyze data to spot churn signals and opportunities

KPIs: Churn rate, churned revenue, customer engagement

Customer advocacy & insights

• Act as the voice of the customer internally
• Gather feedback, insights, and product requests from customers
• Share learnings with Product, Sales, and Marketing to inform roadmap and messaging
• Help identify trends across customer segments

Billing & account health

• Ensure customer accounts remain in good standing
• Monitor and follow up on failed payments
• Work with customers to resolve billing issues promptly

Cross-functional collaboration

• Collaborate with Sales to ensure smooth transitions and aligned expectations
• Partner with Marketing to share customer insights and success stories
• Contribute to improving onboarding and customer experience processes

What we’re looking for

• 2–3 years of experience in Customer Success, or 2+ years in Account Management or a similar customer-facing role
• Strong interpersonal and communication skills
• Comfortable building relationships and working directly with customers
• Organized and proactive, with strong follow-up habits
• Ability to identify problems and take initiative to solve them
• Experience in SaaS is a plus
• Experience in legaltech or a background in the legal industry is a strong plus
• Play a key role in shaping the customer experience and retention strategy
• Work closely with Sales, Marketing, and Product
• High ownership and autonomy in your role

Our commitment

eState Planner is an equal opportunity employer. We believe diverse teams build better companies and are committed to creating an inclusive environment for all.