Customer Success Manager

Provision; Toronto; Hybrid; CAD 90,000 - 150,000; Full time

Job summary

A construction technology company in Toronto is seeking a proactive Customer Success Manager (CSM) to lead onboarding and growth across its enterprise client base. This role is crucial for ensuring customers realize value from the platform and fosters long-term partnerships. Candidates should have 3–5 years in Customer Success, excellent communication skills, and the ability to manage multiple clients effectively. The position offers competitive compensation and flexibility with work from home options.

Benefits

Flexible work from home (up to 2 days per week)

$4,000 health spending account

4 weeks paid vacation

Qualifications

• 3–5 years of experience in Customer Success or Account Management at a SaaS company.
• Proven ability to onboard and grow complex enterprise customers.
• Excellent communication skills for both technical and non-technical users.

Responsibilities

• Lead onboarding, training, and workflow setup for enterprise accounts.
• Build trusted relationships with users and decision-makers.
• Own performance metrics tied to expansion and renewal targets.

Skills

Customer onboarding

Customer retention

Communication skills

Project management

Analytical mindset

Tools

HubSpot

PostHog

Excel

Job description

Overview

Provision is automating construction. We help contractors speed up their work, reduce risk, and eliminate errors that cost the industry more than $500B every year. Our mission is to make construction more profitable, so society can build more. We are building the most ambitious vision of what is possible with AI in construction.

Provision is a YC-backed late Seed stage company with over $10M in recent funding from some of the world’s best investors and operators in the construction technology space, including Y Combinator, Sequoia Capital (via their scout program), DroneDeploy, PlanGrid (acquired by Autodesk), and Cercano (Microsoft Co‑Founder Paul Allen’s fund), formerly known as Vulcan Capital (investors in Uber, Alibaba, and Spotify).

Come join our team and work alongside builders from Procore, Fidelity, and YC-backed startups who move fast and solve hard problems.

Role

We’re looking for a proactive, relationship‑driven Customer Success Manager (CSM) to lead onboarding, adoption, and growth across our enterprise customer base. This role is key to ensuring our customers realize measurable value from Provision – turning early success into long‑term partnerships.

You’ll work directly with global contractors, developers, and insurers, helping them integrate Provision into their workflows and expand use across teams. You’ll also help shape the playbooks and systems that will scale customer success as we grow.

This is a high‑impact, hands‑on role for someone who thrives in a collaborative environment, enjoys building relationships, and wants their ideas and experience to influence how we grow. The position includes 10–20% travel for customer visits, on‑site workshops, and industry events.

What You’ll Do

• Customer Onboarding & Enablement – Lead customer onboarding, training, and workflow setup for enterprise accounts and pilot projects. Develop tailored success plans aligned with customer goals, timelines, and ROI targets.
• Engagement & Retention – Build trusted relationships with users, decision‑makers, and executives. Monitor health metrics in HubSpot and PostHog, address adoption blockers early, and drive renewal readiness.
• Expansion & Growth – Own performance metrics tied to expansion and renewal targets, working alongside Sales to identify upsell and cross‑sell opportunities.
• Process Design – Create scalable playbooks for onboarding, account segmentation, and customer communications (self‑serve vs. enterprise).
• Customer Advocacy – Capture and share success stories, case studies, and testimonials that amplify customer impact.
• Cross‑Functional Collaboration – Partner with Product and Engineering to translate customer feedback into actionable improvements, shaping how Provision evolves with our users.

What We’re Looking For

• 3–5 years of experience in Customer Success, Implementation, or Account Management at a SaaS company (B2B enterprise preferred).
• Proven ability to onboard, retain, and grow complex enterprise customers.
• Excellent communicator – able to guide both technical and non‑technical users with clarity and empathy.
• Strong organizational and project management skills; thrives managing multiple clients in different phases.
• Analytical mindset; comfortable using data (HubSpot, Excel, PostHog) to inform decisions.
• Experience creating customer enablement content, training materials, or internal playbooks.
• Bonus: Exposure to global accounts or multilingual environments (Spanish or French is a plus).

What Success Looks Like

• Adoption & Engagement – Customers reach time‑to‑first‑value quickly and increase active usage month over month.
• Renewals & Retention – High renewal and pilot‑to‑paid conversion rates driven by clear ROI and satisfaction.
• Expansion & Growth – Consistent achievement of upsell and cross‑sell targets in collaboration with Sales.
• Customer Advocacy – Growing base of champions who share their success through case studies and referrals.

Compensation

• OTE: C$90,000 – C$150,000
• Bonus: Performance‑based, tied to adoption, renewal, and expansion outcomes
• Equity: Available

Perks & Benefits

• Flexible work from home (up to 2 days per week)
• $4,000 health spending account (health + wellness)
• 4 weeks paid vacation + additional paid time around Christmas
• Monthly educational book reimbursement
• Office in downtown Toronto with complimentary gym access

About Us

We are at the leading edge of innovation in the construction technology space. We use the latest practices in LLMs, data engineering, and workflow automation to build transformational tools that change how construction companies operate.

Provision was co‑founded by Luigi La Corte, who worked as a civil engineer before investing in infrastructure assets at a private equity firm in Toronto (Plenary Americas), and Brendan Ardagh, a trained quantity surveyor and lifelong software engineer who was the CTO of two venture‑backed companies in South Africa.

Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. We are committed to continuous improvement and to building a diverse, inclusive workplace for all. Provision is an Equal Employment Opportunity employer and employment decisions are based on merit and business needs only. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Compensation Range: CA$90K – CA$150K