Digital Customer Success Manager

Auvik; Toronto; Remote; CAD 58,000 - 73,000; Full time

Job summary

A networking software company in Toronto seeks a Digital Customer Success Manager to manage a large volume of accounts. You will drive product adoption and retention, ensuring customer satisfaction through effective engagement strategies and support. Ideal candidates have 2+ years of relevant experience and strong organizational skills. The role offers competitive salary and flexible work options.

Benefits

Stock options

Health and dental benefits

Wellness spending account

Flexible paid time off

Parental leave

Remote-work subsidies

Qualifications

• 2+ years in client-facing roles.
• Experience with handling a large volume of customers.
• Strong aptitude for learning and data hygiene.

Responsibilities

• Monitor customer data and growth opportunities using CRM tools.
• Action engagement strategies based on product usage.
• Respond to customer escalations and provide assistance.

Skills

B2B software experience

Customer engagement strategies

Analytical skills

Organizational skills

Problem-solving skills

Self-starter

Tools

CRM tools (Totango, SFDC, BI tools)

Salesforce

Zendesk

Job description

Overview

Join to apply for the Digital Customer Success Manager role at Auvik.

Join to apply for the Digital Customer Success Manager role at Auvik.

Auvik helps IT teams by automating tasks, streamlining operations, and mitigating risk with network management software. We support a fully distributed workforce and flexible work locations.

What this role is about

At Auvik the number one rule of the Auvik Way is to Wow our Customers. The Customer Success team is the forefront of how we do this. You will be part of an all-star team focused on helping customers realize the full value of Auvik services. With tools and automation, you will manage a large volume of accounts and deliver a best-in-class customer success experience through digital touchpoints and direct interactions, ensuring value aligns with customers’ business outcomes.

What will I be doing?

You will be responsible for driving product adoption and retention in our long-tail customer base. As a Digital Customer Success Manager, you will manage 1500+ accounts using a variety of engagement strategies. Daily responsibilities include:

• Monitoring customer usage data, health indicators, and growth opportunities using CRM tools (Totango, SFDC, BI tools) and other systems; translating insights into actionable execution strategies.
• Actioning engagement strategies based on product adoption and usage.
• Responding to customer escalations by connecting and assisting customers when they reach out to Auvik.
• Educating customers on the value that Auvik provides to their company.
• Collaborating with the team to achieve retention targets by increasing usage and promoting product adoption.
• Capturing and relaying customer feedback to the appropriate teams.
• Assessing and documenting suggestions for new or improved product functionality based on customer feedback and communicating them to the relevant team.

What are we looking for?

• 2+ years of experience in B2B software in client-facing roles (e.g., account management, customer success, or business development) building and demonstrating business value.
• Experience handling a large volume of customers or experience with digital customer success strategies.
• Strong conceptual aptitude and ability to learn quickly.
• Self-starter with excellent organizational skills and motivation to achieve results.
• Understands the importance of data hygiene.
• People person with a friendly and positive manner.
• Good analytical and problem-solving skills.
• Grace under pressure.
• Commitment to continuous improvement, self-development, and lifelong learning.
• Thrives in a remote environment.

Are there bonus points?

Yes. We will give your application extra credit if you have one or more of these:

• Experience with Managed Service Provider business structures or past experience with B2B enterprises.
• Knowledge of IT infrastructure operations or IT service provider business concepts.
• Knowledge of Salesforce, Zendesk, Slack, or BI tools.

About Auvik

Auvik makes network management easier. Our software provides visibility and automation for IT professionals, helping manage devices across networks worldwide.

Auvik is recognized for fast-growth achievements and is committed to building a diverse and inclusive workforce. We encourage you to apply even if you don’t meet every qualification. We will accommodate interview needs and environment constraints.

Auvik is an Equal Opportunity Employer and considers applicants without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under applicable law.

Compensation Details

Our compensation philosophy is market-competitive, rewards performance, and supports equity and transparency. We define job levels and compensation ranges for our markets and regularly review them.

Salary Range: 58,500—$73,000 CAD

In addition to cash compensation, all full-time employees receive stock options and are eligible for benefits including health and dental, Wellness spending account, GRSP matching, flexible paid time off, parental leave, and remote-work subsidies.

Employment type: Full-time | Job function: Other | Industries: Computer Networking Products