Customer Success Manager

NationGraph; Toronto; Hybrid; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Unlimited PTO

Health, dental & vision insurance

Company lunches

Job summary

NationGraph is seeking a Customer Success Manager in Toronto to own onboarding and adoption across our growing customer base. You’ll work with an Account Manager on a shared portfolio to ensure customers are set up, trained, and deriving daily value from NationGraph.

You will train users at all levels, monitor usage data, and proactively re-engage under-utilized customers. Collaboration with product/engineering will help relay feedback and guide the roadmap.

Qualifications

• Experience driving product adoption and time-to-value.
• Strong communication across all stakeholder levels.
• Comfort with data to drive conversations and decisions.

Responsibilities

• Own onboarding end-to-end and get customers to first value.
• Train users from daily operators to executive sponsors.
• Drive product adoption by monitoring usage and re-engaging users.
• Collaborate with Account Manager on health, renewal, and expansion.
• Be the day-to-day contact for questions and best practices.
• Relay customer feedback to product and help shape the roadmap.
• Document onboarding playbooks and processes at scale.

Skills

Onboarding

Adoption tracking

Training users

Communication

Data-driven

Proactivity

Government interest

Tools

HubSpot

Job description

About NationGraph

NationGraph is making public sector data accessible and actionable for businesses selling to cities, counties, state agencies, schools, and special districts. NationGraph's data and intelligence engine provides buying signals derived from millions of public sector sources. Founded in 2024, NationGraph is dedicated to making uncommon knowledge common, because public data should actually be public. Learn more at nationgraph.com

About NationGraph

NationGraph is making public sector data accessible and actionable for businesses selling to cities, counties, state agencies, schools, and special districts. NationGraph's data and intelligence engine provides buying signals derived from millions of public sector sources. Founded in 2024, NationGraph is dedicated to making uncommon knowledge common, because public data should actually be public. Learn more at nationgraph.com

The Opportunity

We're looking for a Customer Success Manager to own onboarding and adoption across our growing customer base. You'll work side-by-side with a dedicated Account Manager on a shared portfolio: you make sure every customer is set up, trained, and getting daily value from NationGraph, while your AM counterpart drives the commercial relationship. Together, you're accountable for making customers successful and keeping them for the long haul.

What You'll Do

• Own onboarding end-to-end; run kickoff sessions, configure custom workspaces, and get new customers to first value fast


• Train users at all levels, from daily power users to executive sponsors, and build enablement materials that scale


• Drive product adoption by monitoring usage data, identifying under-engaged users, and proactively re-engaging them


• Partner with your Account Manager on account health, you surface adoption risks and wins, they drive renewal and expansion conversations


• Serve as the customer's day-to-day resource for questions, best practices, and workflow guidance


• Collaborate with product and engineering to relay customer feedback, reproduce issues, and influence the roadmap


• Document playbooks, FAQs, and onboarding processes as we scale the CS function

What We're Looking For

• 2+ years of experience in customer success, onboarding, implementation, or a related client-facing role in B2B SaaS


• A track record of driving measurable adoption and reducing time-to-value


• Strong communication skills, you can explain complex product features clearly and build trust with stakeholders at all levels


• Comfort with data, you can pull usage reports, spot trends, and use data to drive conversations


• Proactive and organized, you follow up before being asked and nothing falls through the cracks


• Genuine interest in government, public sector, and technology

Nice to Have

• Experience in govtech, edtech, or selling into SLED (state, local, education) markets


• Familiarity with CRM tools (HubSpot) and customer success platforms


• Experience with procurement data, government contracting, or public sector workflows


• Background in training or enabling customers on technical products

Benefits

• Competitive salary + early-stage equity


• Unlimited PTO


• High-quality health insurance, dental & vision coverage


• Company provided lunches (Mon - Thur)

Our Interview Process

We run a focused, high-signal process designed to be fast, thoughtful, and respectful of your time. Our goal is mutual clarity - not unnecessary hoops.

Round 1: Intro Conversation (30 min video call)

A short conversation to get to know each other. We'll talk about your background, motivations, and what you're looking for. You'll learn more about us, the role, and how we work. Goal: Mutual fit and alignment on culture and values.

Round 2: Deep Dive (30-60 min)

A working session where we explore your domain expertise and how you approach problems. This is not trivia or gotcha questions - we're interested in how you think. Goal: Understand your depth, judgment, and problem-solving style.

Round 3: Case Exercise (Take-home or live)

A practical, real-world exercise that reflects the kind of work you'd do here. You may complete it asynchronously or live with us depending on the role. Goal: See what you can produce in your role.

Round 4: Final Round

You'll spend time with our founders, and dive deeper into how we'd work together. Goal: Final mutual evaluation and, if there's strong alignment, an offer.

Our Principles

• Speed: We aim to move from round to offer quickly, we appreciate your time.


• Respect: Every round has a clear purpose. No redundant interviews.


• Signal over ceremony: We care more about what you've built and how you think than where you went to school.


• Mutual evaluation: This is a two-way process. You're interviewing us, too!


• Bar-raising: Every hire should make the team stronger. When in doubt, we pass.

We're building a team of people who desire to work side-by-side and shape the culture of a growing company. In our experience, some of the best ideas come from being in the room, feeling the pain, hearing the nuance, and catching the details that are easy to miss.

We're flexible and supportive when working-from-home is needed to maintain a healthy, balanced work environment.

Compensation Range: CA$75K - CA$95K