Senior Customer Success Manager

Conexiom; Kitchener; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Remote-friendly

Career growth

Job summary

Conexiom is seeking a Customer Success Manager to own a portfolio from health to growth, acting as strategic advisor rather than an admin. You will drive value, growth, and renewal by building executive relationships and guiding customers through platform changes for lasting impact.

You will collaborate with Sales, Product, Engineering, Support, and Marketing to translate usage into business value, and lead proactive reviews and health checks to prevent churn while uncovering expansion

Qualifications

• Proven ability to manage a diverse portfolio of enterprise, mid-market and commercial accounts for retention and renewal.
• Track record of building executive relationships, not just operational contacts.
• Experience turning usage data into a business-value narrative for executives.
• Able to identify expansion opportunities and hand off to Sales.
• Strong cross-functional collaboration with Sales, Product, and Support.
• Technical fluency to learn software quickly and explain to non-tech stakeholders.
• CRM tools and data literacy to inform decisions.

Responsibilities

• Own health, retention, and renewal outcomes for your portfolio.
• Lead proactive outreach across accounts and conduct quarterly business reviews.
• Identify adoption risks and drive success/triage plans.
• Surface feedback to product and leadership; drive advocacy.
• Coordinate with Sales, Product, Eng, Support, and Marketing to resolve needs.

Job description

Conexiom is on a mission to eliminate the manual work holding manufacturers and distributors back. Our Intelligent Order Automation platform — powered by CoreAI, trained on over one billion line items a year — transforms how enterprise sales teams operate, freeing them from data entry so they can focus on what actually moves the needle: revenue. With 20+ years of innovation, a Microsoft Azure foundation, and SOC 2 Type II certification, we build products our customers trust at scale. If you want to work on technology that creates immediate, measurable impact for the people using it every day, you're in the right place.

About The Opportunity:

We're looking for a CSM who owns their book of business proactively from health, retention, and growth who acts as a strategic advisor to their accounts, not just an administrator of them.

We're hiring someone who is driven to accelerate and expand the value a customer gets, builds the executive relationships that make renewal a non-event, and creates the conditions for growth that Sales then closes.

What Great Looks Like Here:

• Own the Relationship: Value Amplification, not Value Maintenance
• Own the Outcome: Retention and Renewal, End to End
• Drive the Engine: Build the Conditions for Growth
• Be the Voice of the Customer: Cross-Functionally to Deliver Results

Responsibilities:

Own the Relationship

• Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors, not just day-to-day users, so account knowledge and influence don't sit with one contact
• Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change

Own the Outcome

• Own the health, retention, and renewal outcome for your portfolio; proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account
• Drive a proactive touchpoint cadence across the portfolio rather than operating purely in response to inbound requests
• Identify and resolve customer-raised issues and friction points before they escalates, owning them through to resolution
• Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations; a strategic conversation, not a status update

Drive the Engine

• Identify expansion signals through usage patterns and business reviews, and build the business-value case with the customer
• Advance qualified expansion opportunities to Sales for close. You own the conditions for growth; Sales owns the commercial close

Be the Voice of the Customer

• Surface adoption themes and feedback patterns to the leadership and Product teams
• Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing to resolve customer needs and drive advocacy

How Impact Shows Up:

• Every account in your portfolio has a documented success plan, refreshed on a regular cadence, aligned to the customer's business objectives showing progress over time
• You can point to specific instances where you caught churn risk or built an expansion opportunity before it was flagged by someone else
• You can name the key stakeholders in your top accounts, including executive sponsors, and describe the state of those relationships without checking notes
• Measurable improvement in portfolio health score over time, the key metric this role is accountable for

What You Bring:

Must Have

• Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts with direct accountability for retention and renewal outcomes
• Demonstrated experience building and owning relationships with senior/executive stakeholders, not just operational or user-level contacts
• Demonstrated track record of proactively catching and resolving churn risk before it's escalated to you, not just responding once a renewal is already in jeopardy
• Experience translating account or usage data into a business-value narrative that resonates with customer executives, not just a usage report
• Experience building a qualified expansion opportunity and handing it off cleanly to a sales process
• Strong cross-functional operating skills and comfortable driving alignment across Sales, Product, and Support without formal authority
• Technical fluency: able to learn new software quickly and explain it simply to non-technical stakeholders
• Knowledge of CRM, project, or customer success/data management tools

Nice to Have

• Experience building account or success plans within a formal health-scoring or lifecycle framework (e.g., Gainsight, Totango, Catalyst)
• Experience supporting customers through platform migrations, product re-architecture, or AI/automation adoption
• Direct experience partnering with Product and Engineering teams on feedback loops and roadmap input
• Prior experience in Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software
• Background scaling proactive CS processes in a growing SaaS organization

Why Conexiom:

Impactful Work

You won't be maintaining the status quo here. Conexiom is actively changing how manufacturers and distributors operate at scale — eliminating the manual, error-prone processes that slow businesses down and cost real money. The work you do has a direct line to outcomes customers can measure, and teams you'll never meet will work better because of it.

Real Growth, Not Just a Title

We're on a rapid growth trajectory, which means the opportunities you create here are yours to own. High performers don't wait for a seat at the table — they build one. If you're someone who runs toward complexity and wants your contributions to shape the direction of a scaling company, you'll find room to grow.

A Culture That Actually Includes You

Inclusive culture isn't a talking point for us — it's something we actively build. That means hiring for diverse perspectives, creating space for candid conversations, and holding ourselves accountable to an environment where different backgrounds and ways of thinking make the work better. We're not perfect, but we're committed.

Conexiom is an equal opportunity employer. We believe the best teams are built from diverse perspectives, backgrounds, and experiences — and we're committed to creating an environment where everyone can do their best work.

If you don't meet every qualification listed, apply anyway. We hire for skills, experiences, and accomplishments — not where you've been, but what you've done.

If you require accommodations at any point during the recruitment process, please reach out to our People team at [e-mail]. We're happy to help.

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