Customer Success Manager

Quadient; Vancouver; Hybrid; CAD 70,000 - 80,000; Full time

Job summary

A leading technology firm in Vancouver is seeking a Customer Success Manager to enhance customer satisfaction and drive product adoption. You will manage customer relationships, propose upsell opportunities, and lead renewal discussions. The ideal candidate possesses a degree in technology or business and has 1-2 years of experience in customer success or account management. Working for a SaaS company is a plus. This role offers a competitive salary and promotes a hybrid working model.

Benefits

Flexible work model

24/7 online learning platform

Employee assistance program

Qualifications

• 1-2 years of customer success, account management, and implementations experience.
• Basic knowledge of accounting is required.
• Strong interpersonal skills and ability to establish rapport.

Responsibilities

• Build and maintain value-rich relationships with customers.
• Lead renewal discussions to secure long-term commitments.
• Monitor customer health and usage metrics to identify risks.

Skills

Customer experience

Organizational skills

Communication skills

Critical thinking

Education

Bachelor's degree in technology, business administration, or finance

Tools

Salesforce

Freshdesk

Sage Intacct

NetSuite

QuickBooks

Job description

• Compensation: CAD 70,000 - CAD 80,000 - yearly

Company Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes.

Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Job Description

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

We are looking for a Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. You are the expert of the solutions Quadient Accounts Payable by Beanworks offers. Your primary mission is to drive customer value by ensuring successful adoption of our solutions, leading to high retention and expansion opportunities. You will build strong relationships, proactively address customer needs, and identify upsell opportunities to maximize account growth. Your goal is to enhance customer satisfaction, drive product adoption, and secure long-term renewals.

• Lead renewal discussions to secure long-term customer commitments.
• Build and maintain value-rich relationships with customers
• Ensure fast time-to-value for new customers and drive product adoption
• Work cross-functionally with support and engineers to resolve customer issues
• Manage expansion of products/services in customer base
• Drive internal continuous improvement project
• Identify upsell and expansion opportunities to drive account growth.
• Monitor customer health and usage metrics to identify risks and opportunities.
• Serve as a trusted advisor, providing strategic guidance to help customers achieve their goals.

Qualifications

Your Profile:

• Bachelor's degree ideally in technology, business administration or finance
• 1-2 years of customer success, account management and implementations experience
• Experience working for a SaaS company or a start-up would be considered an asset
• Basic knowledge of accounting
• You have passion for working with customers
• You have strong organizational and planning skills
• You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure.
• You apply your strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty
• Apply effective listening skills to understand needs beyond the question of the customer
• Critical thinking and ability to resolve complex situations are key to the success in this role
• You are not a developer but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to non-technical people

Bonus Points If:

• You have used an accounting software, such as Sage Intacct, Netsuite, Quickbooks, etc.
• Knowledge of the software development cycle and basic computer troubleshooting
• Experience with support software (Freshdesk) and CRM (Salesforce)

Additional Information

Quadient CXM Canada, Inc. and Quadient Canada, Ltd. have target base salary and target incentive compensation for our sales roles, based on function, level, and scope, which are benchmarked against companies of similar size and growth-stage. To provide greater transparency to candidates, we share these targets on all job postings. Final salary offers are determined by multiple factors, which may include (but are not limited to) geographic location and candidate experience and expertise. As such, they may vary from the ranges listed.

This posting is for an existing vacancy. We use AI‑enabled tools to assist with screening and assessing applications. All hiring decisions are reviewed and made by humans.

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

Be yourself at Quadient
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [e-mail]

Quadient is an Equal Employment Opportunity Employer. *: We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.