Senior Customer Success Manager (CSM) - Global Infrastructure

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

Job summary

Join a forward-thinking company as a Customer Success Manager, where you'll play a pivotal role in ensuring top-tier clients thrive with innovative solutions. In this hybrid position, you'll build strong relationships, tackle challenges, and streamline customer journeys. Your expertise will directly influence customer satisfaction and retention, making a significant impact in the gaming and network technology sectors. With a commitment to employee growth and well-being, enjoy comprehensive benefits, skill development opportunities, and even lifetime access to a leading game library. This is your chance to shape the future of customer success!

Benefits

Comprehensive Benefits

5 Weeks of Vacation

Skill Development Opportunities

Lifetime Access to Ubisoft's Game Library

Fully Paid Wellness Services

Qualifications

• 3+ years as a Customer Success Manager in cloud or SaaS environments.
• Proven ability to build long-term relationships with clients.

Responsibilities

• Guide customers through onboarding and ensure a seamless transition.
• Act as the customer's advocate internally, addressing their needs.

Skills

Customer Success Management

Problem-Solving

Relationship Building

Communication

Education

Bachelor's Degree in Business Administration

Equivalent Experience in IT or Communications

Tools

HubSpot

Jira Service Management

Job description

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, and Ubisoft, 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

1. 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.
2. 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.
3. 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.
4. 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.
5. 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

About Us

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, and Ubisoft, we are shaping the future of gaming and network technology.