Senior Customer Success Manager (CSM) - Global Infrastructure

i3D.net; Montreal; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as a Senior Customer Success Manager, where you'll play a crucial role in ensuring top-tier clients maximize their experience with innovative infrastructure solutions. This hybrid position combines the excitement of working with leading gaming companies and the satisfaction of fostering long-term relationships. Your expertise will help clients navigate their onboarding journey, while your insights will drive continuous improvement. With a focus on low latency and unmatched scalability, you'll be at the forefront of shaping the future of network technology. Enjoy a competitive salary, comprehensive benefits, and a vibrant work culture that values growth and collaboration.

Benefits

Comprehensive Benefits

5 Weeks of Vacation

Work From Home Budget

High-End Laptop

Annual Bonus

Free Games

Gym Access

Personal Development Fund

Travel Allowance

Dynamic Work Environment

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Proven ability to build long-term customer relationships.

Responsibilities

• Onboard and implement solutions for top customers.
• Conduct regular check-ins to ensure customer satisfaction.

Skills

Customer Success Management

Account Management

Problem-Solving

Relationship Building

Education

Bachelor's Degree in Business Administration

Equivalent Experience in IT or Communications

Tools

HubSpot

Jira Service Management

Job description

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Freedom from downtime and latency with our dedicated bare metal servers.

Handle heavy real-time workloads with unparalleled speed and performance.

Bare metal performance with the flexibility of the cloud.

Effective server-side and tech-agnostic cheat detection.

Scaling game instances with automated global orchestration.

Low-latency game server management for a flawless experience.

Custom tools to detect, intercept, and deflect impending attacks.

Transfer data on a global scale fast, private, and secure.

Reach eyeball networks through meaningful peering relationships.

Go global with our custom and secure privately-owned data center.

Senior Customer Success Manager (CSM) – Global Infrastructure

Your tasks

At i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, andUbisoft, we are shaping the future of gaming and network technology.

Why your role matters

As a Customer Success Manager (CSM), you’ll be the key player in making sure our top customers get the most out of our products and services. You’ll build strong, long-term relationships while tackling challenges head-on, ensuring that our customers not only stick around but also thrive with our solutions. Your role will be all about delivering top-notch service and making sure we’re constantly improving to meet customer needs. You won’t just be a point of contact—you’ll be a real partner in their success.

What you’ll be doing

• Onboarding and Implementation
  • Guide our top customers through the onboarding process and ensure their transition from ‘quote to cash’ is seamless.
  • Set up accounts, provide training, and make sure customers are ready to use the product from day one.
  • If customers have specific needs, you’ll be the one implementing those solutions across the team.
• Customer Commitment and Promotion
  • You’ll be the go-to person for your accounts, making sure communication stays smooth with regular check-ins.
  • Hold weekly meetings to address any questions, concerns, and feedback, and provide metrics to show how we’re delivering.
• Investigation and Promotion
  • Work with the Ops teams to dive into customer issues and quickly solve them.
  • Be the customer’s advocate internally, making sure their needs are heard in product or service meetings.
• Optimizing the Customer Journey
  • Find ways to streamline customer processes, from lead to cash, and make everything more efficient.
  • Work with Product, Sales, and Marketing to innovate and implement new tools to keep i3D.net ahead of the curve.
  • Align teams to make sure opportunities get executed on time and with impact.
• Data and Reporting
  • Look over customer data to spot areas where we can improve and reduce churn risk, using tools like Jira Service Management (JSM).
  • Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to keep customers in the loop and promote new features/products.

What success looks like in the first year

• You’ve helped key customers get up to speed quickly, and they’re seeing real value from day one.
• Your accounts are sticking around, growing, and renewing—because they trust you and love working with us.
• Customers feel heard and supported, with high satisfaction (NPS/CSAT) showing the impact of your work.
• More people are using our products and getting the most out of them, thanks to your guidance.
• Your check-ins (like MBRs/QBRs) drive engagement, keeping customers happy and invested.
• You’ve made things smoother—whether by improving processes, suggesting new tools, or making teamwork across departments easier.

Your profile

• Education: You hold a bachelor’s degree or demonstrate equivalent thinking level in Business Administration, IT, Communications, or a related field.
• Customer Focus: You have 3+ years of experience as a Customer Success Manager or Account Manager, working with top-tier clients in infrastructure, cloud, SaaS, or IaaS environments.
• Problem-Solving: You proactively identify and address issues before they escalate, ensuring a seamless customer experience.
• Relationship builder: You build trust, foster long-term relationships, and ensure clients achieve their goals by deeply understanding their context and needs.
• Tools: You are familiar with CRM tools such as HubSpot and Jira Service Management (JSM).
• Willingness to Travel: You're comfortable travelling twice a month, primarily to clients in North America.
• Remote vs Onsite: This hybrid role requires regular presence at our Montreal office. You must be based in or near Montreal to be eligible, as we do not offer relocation support for this position.

Why join us?

• Sustainable & Global gaming customers: Join a company with over 20 years of success, working with gaming leaders like Ubisoft.
• Comprehensive Benefits:Enjoy competitive pay, healthcare, dental, physio, and access to fully paid wellness services through Dialogue.
• Work-Life Balance: Benefit from 5 weeks of vacation and additionally 5 discretionary days between Christmas and New Year's
• Skill Development:Advance your career with clear growth paths, hands-on learning, and meaningful projects.
• Free Games: Enjoy lifetime access to Ubisoft’s game library

Work From Home Budget

Remote is the new office. Optimize your home office space to suit your comfort and needs.

High-End Laptop

You will have the latest Dell Precision or a MacBook Pro at your disposal, ensuring you're fully equipped to rock 'n roll from day one.

Annual Bonus

Get your hard work rewarded with our performance-based bonus of up to 12% of your yearly salary.

Travel the Globe

With offices, data center PoPs, and customers scattered across the globe, you'll be sure to see a city or two.

Vitality @ Work

Keep your mind and body in top shape with our company-funded programs. Quit smoking, get a health check, personal training, or mental coaching.

Workout in our Gym

A fully equipped gym in our Rotterdam office equals deadlifts, squats, and the treadmill for breakfast, lunch, or dinner.

Personal Development

The sky is the limit. We offer you all the room to grow. With our unlimited educational fund, w e've got you covered for everything from books or part-time courses to a whole Master’s degree.

Fantastic Bar

Views, 50 specialty beers, french fries, Friday afternoon drinks, and an all-you-can-eat candy buffet.

What we do

Low latency is our mission! In 2002 we set out to improve online experiences for gamers. Today, we translate our hosting innovations to various industries, but gaming is still in our DNA. And as of 2019, we are part of the Ubisoft family! We build out our network presence in data centers across the globe – from Madrid to Mumbai, Amsterdam to Seattle, and everything in between – bringing content closer to the users.

Our team works hard on everything related to running our privately owned premium network, from opening new points-of-presence, setting up peering relationships, developing integral products like anti-DDoS protection, and serving our customers with expert help and advice. Finally, we play even harder, in our office gym and bar, and with our lifetime access to Ubisoft games.

• A challenging and dynamic job in an international company
• A competitive salary (depending on education, knowledge, and experience)
• 25 vacation days (excluding national holidays)
• Travel allowance & work-from-home budget
• All the hardware and software you need to perform, including a laptop
• Career guidance including remuneration of relevant education, courses, and training
• A modern office in a prime location with open workplaces
• Free access to Ubisoft games through Ubisoft Connect
• Free use of the in-house gym

i3D.net is an equal opportunity employer. At i3D.net, we believe in a fair and equal workplace for all and foster an environment that is inclusive as well as diverse. We do not discriminate based on color, race, religion, sexual orientation, gender (identity), age, mental or physical abilities, or other characteristics. We believe that employees thrive when they can be comfortable and be themselves! We encourage candidates to apply knowing that they will be considered solely on their merits and qualifications.

What you can expect

• Apply with a cover letter and CV
• We will review your application
• There will be two rounds of interviews
• We will give you a job offer
• You're hired!

Did you find your next career step?

That’s great! Apply for the position with your cover letter and CV and we’ll get in touch with you as soon as we can.
If you have any questions, feel free to contact our HR department at [phone] or [e-mail] .

You may consult ourprivacy statement for more information on the processing of your personal data.

We do the recruiting for this vacancy ourselves. Please do not contact us for sales purposes.

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