Customer Success Manager

SOVRA; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading public procurement platform is seeking a Customer Success Manager in Canada. In this role, you will serve as the strategic advisor for clients, ensuring customer success across onboarding, adoption, and expansion. You should have at least 3 years of experience in a similar role, possess strong organizational skills, and be effective at collaborating with cross-functional teams. This position offers a flexible work schedule, competitive benefits, and the opportunity to work from home.

Benefits

Flexible work schedule

Work from home equipment provided

Competitive benefits

Flexible paid vacation

Qualifications

• 3 years of experience in Customer Success or Strategic Account Management role.
• Experience onboarding multiple clients simultaneously.
• Ability to articulate trends, needs, and impact.

Responsibilities

• Serve as the strategic advisor for your portfolio of clients.
• Collaborate with technical teams to translate customer feedback.
• Meet with clients for regular business reviews and strategic check-ins.
• Become a product and domain expert.
• Lead onboarding for new clients.
• Identify expansion opportunities in partnership with Sales.

Skills

Customer-centric and consultative

Great time-management and organization

Effective collaborator with cross-functional teams

Advanced proficiency in Word, PowerPoint, and Excel

Hunger to learn, grow and perform

Education

Bachelor’s degree or equivalent practical experience

Job description

About SOVRA

SOVRA is a leading public procurement platform trusted by more than 7,000 government agencies and over 1 million suppliers across North America. Our work sits at the intersection of technology, public service, and accountability, helping governments operate more efficiently and transparently on behalf of the communities they serve.

About EcoInteractive

EcoInteractive is the leading enterprise software provider to government transportation and environmental agencies. With 3,000+ users and $3B+ tracked within our software, customer agents use our SaaS cloud‑based solutions to complete mission‑critical workflows. We have a track record of 100% customer retention over the last several years and are growing quickly with strong demand for our cloud‑hosted solutions.

Responsibilities

• Serve as the strategic advisor and primary point of contact for your portfolio of clients, driving customer success across onboarding, adoption, and expansion.
• Collaborate with technical teams to translate customer feedback into actionable insights and escape issues or feature gaps appropriately.
• Meet with clients at a scheduled cadence to conduct regular business reviews and strategic check‑ins to align on goals, assess health, and reinforce product value.
• Become a product and domain expert – from workflow and feature functionalities to main customer use cases.
• Work with the implementation team to ensure a smooth transition into CS and provide the best service possible to the client.
• Lead onboarding for new clients and guarantee complete adoption of the platform by the client.
• Identify and support qualified expansion opportunities in partnership with Sales, ensuring value alignment and timing.
• Capture client priorities and influence the product roadmap by articulating trends, needs, and impact.
• Interface with the internal technical team to scope requests, implement new feature requests, and set up integrations.
• Regularly evaluate and refine the processes you are involved in.

Qualifications

• At least 3 years of experience in a Customer Success or Strategic Account Management role, managing a book of business and driving client outcomes.
• Customer‑centric and consultative – thrives in business conversations, understands client objectives, and translates them into platform strategies.
• Great time‑management and organization skills with attention to detail; ability to meet deadlines and initiate appropriate follow‑ups.
• Experience onboarding multiple clients at the same time.
• Effective collaborator with cross‑functional teams – especially product, implementation, and engineering.
• Hunger to learn, grow and perform – we are a small team, so plenty of opportunities to own new responsibilities.
• Advanced proficiency in Word, PowerPoint, and Excel.
• Bachelor’s degree or equivalent practical experience.

Benefits & Requirements

• A flexible work schedule.
• Work from home and equipment provided while working from home.
• Competitive benefits, 401K (US), RRSP (Canada) and compensation programs.
• Flexible paid vacation, personal, and sick days off.
• Closed office during the holidays; paid vacations between Christmas and New Year’s Day.
• Required: Authorized to work in Canada or the US – not sponsoring visas or transfers.
• Required: Must be physically located in one of the following Canadian provinces or US states: Quebec, Ontario, Alberta, AL, AZ, AR, CA, CO, DE, FL, GA, HI, ID, IL, IA, KS, MD, MA, MI, MN, MT, NV, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI.

Equal Opportunity Employer

At SOVRA, we are committed to fostering an inclusive and equitable workplace. We are an equal opportunity employer and do not discriminate against any employee or applicant for employment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, or any other characteristic protected by applicable laws. We provide a work environment free from discrimination and harassment. In addition, we are committed to ensuring pay equity across our organization and regularly review our compensation practices.