Strategic Customer Success Manager - Growth & Renewal

Bulletproof Solutions Inc; Beechville; On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Medical plan

RRSP match

Performance bonuses

Education opportunities

Career growth

Volunteer time

Service awards

Job summary

Bulletproof is seeking a Customer Success Account Manager to own a portfolio of strategic clients, align business goals with service delivery, and drive retention and growth. You will partner with executives and cross‑functional teams to orchestrate delivery, manage renewals, and uncover opportunities for expanding engagement.

The ideal candidate has 3–5 years in Customer Success or Account Management within technology, plus strong communication, analytical, and value storytelling skills.

Qualifications

• 3-5 years in Customer Success, Account Management, or Program Management within an MSP, MSSP, or enterprise technology environment.
• Proven ability to manage mid-to-large accounts with complex service needs and multiple stakeholders.
• Strong communication, presentation, and consultative skills; able to translate technical performance into business value.
• Analytical and data-driven thinker skilled at identifying trends, interpreting service metrics, and building clear value stories that demonstrate ROI and business impact.
• Demonstrated success in retention and growth initiatives (renewals, cross-sell, or upsell).
• Excellent organizational skills with experience managing multiple customer engagements simultaneously.
• Confident, proactive, and accountable: able to lead through influence and collaboration.

Responsibilities

• Strategic Relationship Ownership: Serve as the primary relationship manager and trusted advisor for assigned accounts, fostering long-term partnerships that drive measurable outcomes.
• Account Planning & Growth: Develop account plans that identify customer priorities, risks, and opportunities for service optimization, renewal, and expansion.
• Value Realization: Connect service performance and outcomes to customer business goals; lead business reviews to reinforce value and progress.
• Service Orchestration: Coordinate across internal teams (Service Delivery, Security, Engineering, and Sales) to ensure seamless execution, SLA adherence, and proactive issue resolution.
• Renewals & Growth: Manage renewal timelines, ensuring alignment between customer goals and services. Participate in upsell or cross-sell conversations to expand customer engagement and achieve assigned retention and revenue growth targets.
• Health & Risk Management: Monitor customer satisfaction, usage, and operational performance; proactively address risk indicators and escalation points.
• Customer Advocacy: Represent customer feedback internally to improve service experience, process efficiency, and product alignment.
• Strategy & Activity Documentation: Accurately maintain account notes, health indicators, and renewal activities in Salesforce (or other CRM systems) to ensure visibility, data integrity, and collaboration.

Skills

Customer success

Account management

MS 365 knowledge

Azure familiarity

Cybersecurity frameworks

Executive communication

Tools

Salesforce

Job description

Bulletproof is seeking a Customer Success Account Manager to own a portfolio of strategic clients, align business goals with service delivery, and drive retention and growth. You will partner with executives and cross‑functional teams to orchestrate delivery, manage renewals, and uncover opportunities for expanding engagement.

The ideal candidate has 3–5 years in Customer Success or Account Management within technology, plus strong communication, analytical, and value storytelling skills.