Remote Customer Success Manager — SaaS Growth & Renewals

Valsoft Corporation; Canada; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Valsoft Corporation is seeking a Customer Success Associate for Hyper-Reach, a remote role focused on managing a portfolio of customer relationships in public safety. You will own the renewal cycle, monitor usage, and collaborate with Support, Product, and Sales to resolve issues and drive customer value.

You will build a customer success playbook, track metrics like NPS and retention, and mentor junior teammates as the function scales.

Qualifications

• 4+ years in account management or customer success in SaaS.
• Proven ability to own a book of business and manage renewals.
• Strong written and verbal communication.
• Highly organized, able to manage multiple accounts and renewal dates.
• Experience with CRM and customer-success tools.
• Comfortable working in a fully remote environment.
• Collaborative, customer-first mindset with ability to navigate escalations.

Responsibilities

• Serve as the primary contact for assigned Hyper-Reach customer accounts.
• Own end-to-end renewal process and manage renewals through to signature.
• Monitor account health and product usage to spot churn risk.
• Help shape and refine the customer success playbook.
• Partner with Support and Product to resolve issues and advocate for customers.
• Identify expansion or upsell signals and route opportunities to Growth/Sales.
• Ensure smooth handoff from Sales/Implementation to new customers.
• Gather customer feedback to shape product and processes.
• Track and report renewal rate and retention metrics.

Skills

Account management

Customer success

Renewals

CRM tools

Pipedrive

Client relationships

Remotely oriented

Tools

Pipedrive

CRM software

Job description

Valsoft Corporation is seeking a Customer Success Associate for Hyper-Reach, a remote role focused on managing a portfolio of customer relationships in public safety. You will own the renewal cycle, monitor usage, and collaborate with Support, Product, and Sales to resolve issues and drive customer value.

You will build a customer success playbook, track metrics like NPS and retention, and mentor junior teammates as the function scales.