Strategic Customer Success Lead

Kibbi Technologies Inc.; Halifax; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

RRSP match

Education opportunities

Career growth

Volunteer time

Annual bonuses

Job summary

Bulletproof is a leading IT, security, and compliance partner seeking a Customer Success Account Manager to own the strategic relationship for a portfolio of customers. You will align business goals with service delivery outcomes, driving retention, satisfaction, and growth in a globally focused organization.

Ideal candidates bring 3–5 years in customer success, strong communication, and a proven track record in renewals, cross-sell, and executive-friendly storytelling.

Qualifications

• 3–5 years in Customer Success, Account Management, or Program Management within an MSP/MSSP or enterprise tech environment.
• Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
• Strong communication, presentation, and consultative skills; translate technical performance into business value.
• Analytical, data-driven thinker who identifies trends and builds clear ROI stories.

Responsibilities

• Strategic relationship ownership for assigned accounts, fostering long-term partnerships.
• Develop account plans identifying priorities, risks, and opportunities for renewal and expansion.
• Connect service performance to business goals; lead reviews to reinforce value.
• Coordinate across internal teams to ensure seamless execution and proactive issue resolution.
• Manage renewals timelines and participate in upsell/cross-sell conversations.
• Monitor customer health and usage to address risk indicators and drive retention.
• Represent customer feedback to improve service experience and product alignment.
• Maintain accurate account notes and renewal activities in the CRM.

Skills

Customer Success

Account Management

Strategic relationship management

Executive communication

Data analysis

Renewals & upsell

Collaboration

Tools

Salesforce

CRM tools

Microsoft 365

Azure (basic)

Job description

Bulletproof is a leading IT, security, and compliance partner seeking a Customer Success Account Manager to own the strategic relationship for a portfolio of customers. You will align business goals with service delivery outcomes, driving retention, satisfaction, and growth in a globally focused organization.

Ideal candidates bring 3–5 years in customer success, strong communication, and a proven track record in renewals, cross-sell, and executive-friendly storytelling.