Customer Success Manager- 1 Year Term

Assent; Ottawa; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work options

Professional development days

Volunteer days

Competitive base salary

Corporate bonus program

Job summary

Assent is seeking a Customer Success Manager for a one-year contract with potential extension. You will deliver services on purchased programs, define and execute project plans, and ensure client success and retention.

The role requires strong organization, attention to detail, and excellent interpersonal skills. You will manage an assigned book of business, drive renewal conversations, and partner with Product and Platform Operations.

Qualifications

• Excellent spoken and written English communications.
• University, college, or post‑grad certificate in a related field or equivalent experience.
• Minimum 3 years in customer success, project management, or consulting.

Responsibilities

• Develop and nurture customer relationships across the full lifecycle.
• Manage client health metrics and retention strategies.
• Lead strategic reviews with executives to align solution value with business goals.
• Support renewal efforts and collaborate with Sales on ownership accounts.

Skills

Communication

Relationship building

Project management

SaaS experience

Excel (Pivot/Lookup)

Time management

Problem solving

Collaboration

Education

Bachelor's degree or equivalent

Tools

CRM systems

MS Office / Google Workspace

Job description

Company Description

Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain. From human rights and responsible sourcing to PFAS reporting and Digital Product Passports, Assent transforms regulatory complexity into actionable insights that drive real business outcomes.

With over 900 team members across India, North America, Malaysia, the EU, and Kenya and more than 1,000 customers globally, Assent brings together global perspective and deep domain expertise. Our hybrid work model enables teams to collaborate effectively across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability. This reflects our commitment to building technology that drives business performance while creating long‑term value for people and the planet.

People First. Technology Forward. Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high‑performing team, with a culture of belonging where all Assentees are respected, supported, and empowered to contribute.

Job Description

This is a one-year contract with the potential to be extended. Customer Success Managers (CSMs) will play an integral role in delivering our services to customers on their purchased programs, working with our customers to define and execute on their project plans from start to finish. This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers. The ideal CSM is highly organized with impeccable attention to detail and excellent interpersonal skills. The CSM is responsible for customer health metrics and retention.

Responsibilities

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey. Define compliance programs from start to finish, working with the Program Support teams to execute required tasks to achieve client milestones.
• Actively manage the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue.
• Manage an assigned book of business, overseeing overall Customer Health and associated performance metrics.
• Lead high‑level strategic planning sessions with Assent's customers, including Executive Business Reviews:
  • Align solutions to address customers’ specific challenges, optimizing business value and increasing product adoption.
  • Conduct program reviews to deeply understand needs, status, gaps, and next steps to ensure all client tasks are proactively anticipated and supported.
  • Analyze program results and supply‑chain responsiveness to identify additional strategies and opportunities for improvement with the Program Support teams.
• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check‑ins.
• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
• Take on special projects to enhance customer success management processes.
• Serve as a peer partner to new team members as required.
• Coordinate user permissions in the Assent platform with Platform Operations.
• Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.
• Possess intermediate regulatory knowledge to consult with clients in program direction.
• Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
• Input and maintain up‑to‑date communications, conversations, and correspondence with Assent clients in the CRM.
• Be familiar with corporate security policies and follow the guidance set out by Assent processes and procedures.

Qualifications

• Excellent oral and written communication skills in English—clear, concise, and tactful; additional languages are an asset.
• A university, college, and/or post‑graduate certificate in a related field or equivalent working experience.
• Minimum of 3 years related experience in customer success, project management, and/or consulting, or an equivalent/transferrable field.
• Experience in consultative customer management and/or project management roles.
• Experience working in a technology/SaaS and/or a professional services organization is an asset.
• Solid interpersonal skills—capable of building stable relationships with diverse stakeholders, internally and externally.
• Solid Microsoft Excel skills—proficiency with pivot tables and lookup functions for data management and analysis.
• Excellent time‑management and organizational skills—ability to prioritize and execute multiple asks across many client accounts and stakeholders.
• Insatiable thirst for knowledge; motivated to learn and stay up‑to‑date with changing regulations.
• Professional maturity, poise, and professionalism.
• Emotionally intelligent: self‑aware, see multiple viewpoints, and self‑regulate.
• Intellectually curious with excellent problem‑solving skills.
• Proactive communicator who anticipates, understands, and responds to the needs of others.
• Strong team player, always willing to lend help and contribute expertise to support business goals.
• Critical thinker capable of suggesting, implementing, and supporting efficient and effective operations.
• Open to feedback, coachable, and always striving to self‑improve.
• Proficient in MS Office Suite, Google Applications, and other office productivity tools.

Additional Information

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family’s well being is important. We offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days, and more.
• Financial Benefits: We understand that financial health is important and offer a competitive base salary, a corporate bonus program, retirement savings options, and more.
• Purpose beyond work: We provide volunteer days, flexible work options, and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: Curiosity is valued and encouraged. You will receive professional development days available from day one.
• Work the way that works for you: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided by our Diversity and Inclusion Working Group and employee resource groups. Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [e-mail] and we will be happy to help.

We use AI to support parts of our recruitment process, such as note‑taking and initial shortlisting based on job‑related qualifications. AI does not make hiring decisions. All candidates will speak with a real person, and final decisions are always made by our recruitment team.