Customer Success à Canada

As a Customer Success Manager (CSM), you will be the primary advocate for our customers, ensuring they achieve their desired outcomes while using Superna solutions. Your role will involve supporting the customer lifecycle with a focus on building strong, long-lasting relationships that will drive towards high customer satisfaction, footprint expansion and renewal. By proactively addressing customer needs, you will help drive product adoption, increase satisfaction, and ensure retention and revenue growth within your customer accounts.

Working cross-functionally with sales, product, and support teams, you will gather customer insights to inform product development and advocate for customer needs internally. You will use data-driven approaches to track customer health and identify opportunities for upsell, cross-sell or renewals. Ultimately, your success in this role will contribute to reducing customer churn, growing revenue, and ensure that our customers derive maximum value from Superna solutions.

You will be expected to work well with customers, your Superna team-mates and potentially third party distributors, vendors and support teams. Your ability to document and translate customer problem statements will translate into crafting and owning get well plans, value add planning and superior customer experience focus. You will be conversant in communicating the value and benefits of the Superna solutions on a regular basis.

You will report to Superna’s interim Head of Customer Success. This is a 100% remote position available in either Canada and the USA, and will backfill a current vacancy on the team.

Please note : there are two job postings (dependent on location) for only one open position.

Key Responsibilities :

• Relationship Management : Build and maintain strong relationships with customers by understanding their needs, pain points and business goals. Serve as the main point of contact for customer queries and support. Escalate issues as needed through the appropriate channels. You’ll also maintain a regular communication cadence with your accounts - this communication can be check-ins, QBRs, training, road map or joint strategy discussions. Your work with customers will ensure Superna is a budgeted source of reliability and security!
• Escalation Point : You’ll be the customer’s escalation point from an account perspective (not the escalation manager), and will be aware of opened Superna technical cases.
• Product Expertise : Become knowledgeable with our solutions and able to provide proactive advice on how customers can use Superna solutions to solve their business challenges and integrate products into their daily workflows. In case of any high level technical needs, we have a resource for you to call in!
• Customer Retention : Monitor customer satisfaction and engagement levels. Identify accounts at risk of churning and work to retain them by addressing issues and providing solutions.
• Cross-functional Collaboration : Work closely with sales, product, support and services teams to ensure customer feedback is communicated, product features are raised based on customer needs and escalations are handled effectively.
• Renewal Management : Proactively manage the customer renewal process by tracking subscription end dates, engaging with customers during first contact, and managing renewal timelines. Lead renewal discussions, create compelling value propositions, and work to secure long-term partnerships while minimizing churn.
• Upsell and Expansion Opportunities : Identify opportunities for upselling or cross-selling additional products or services to existing customers by understanding their business needs. You’ll work collaboratively with the Sales team!
• Voice of the Customer : Represent the voice of the customer in internal meetings and product requests in JIRA, helping to shape the product roadmap by sharing customer feedback and user experiences.
• Create Customer Advocates : Identify customers that would be willing participants in Advocacy Programs, providing testimonials, case studies, webinars and references. Collaborate with the marketing team to showcase customer success stories and position these customers as advocates for the Superna brand.
• Travel required upwards of 10%.
• From time to time, other tasks may be assigned .
• Relationship-Oriented : Builds trusted relationships with stakeholders across all levels, including C-suite executives in cybersecurity, data storage, and adjacent sectors
• Strong Communicator : Articulates complex ideas clearly and confidently to both technical and non-technical audiences
• Self-Motivated : Takes initiative, thrives in ambiguity, and maintains high performance in fast-paced, entrepreneurial environments
• Strategic Thinker : Applies critical thinking to uncover customer needs, identify growth opportunities, and influence outcomes
• Results-Driven : Consistently achieves goals through discipline, focus, and a strong sense of accountability
• Collaborative : Works cross-functionally and contributes positively to team dynamics and shared objectives
• Organized & Adaptable : Efficiently manages time and tasks while adapting to changing priorities or customer needs

Qualifications

• Proven experience in Customer Success, Account Management, or similar client-facing roles, with a history of improving adoption, retention, and satisfaction
• Success managing a book of business, including risk mitigation, forecasting, and growth strategy execution using KPIs
• Demonstrated experience engaging senior and executive stakeholders through consultative discovery and value-based conversations
• Strong track record in fast-paced startups or high-growth tech environments, particularly in the cybersecurity or data storage industries
• Proficiency with CRM and analytics platforms (e.g., Salesforce, Tableau, Oracle BI), and productivity tools (e.g., Microsoft Office)
• Familiarity with customer experience platforms (e.g., Qualtrics, Medallia, SurveyMonkey) and methods for measuring engagement and satisfaction
• Experience managing multiple projects or clients simultaneously, with strong organizational and project management skills
• Knowledge of sales methodologies (e.g., MEDDPICC) is a plus
• Experience working with small to medium-sized businesses or in the tech sector preferred
• Demonstrated ability to work cross-functionally across teams such as sales, product, and support

Total Compensation :

• Total Compensation : $95k - $110k + 20% bonus
• Remote Work First policy
• Flexible Vacation policy - Take the time when you need to!
• Holidays : 12 days annually for Canada
• Benefits that include medical, dental, vision, life coverage and disability plans
• Retirement saving benefits are coming soon!

Research suggests that qualified people may self-select out of opportunities if they don't meet 100% of the job posting. Superna is eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here. We still encourage you to apply even if you don't feel that you meet every single requirement.

All applicants will be considered for employment without attention to race, color, religion, sex or gender (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity or expression, national origin, marital status, age, veteran, disability status, citizenship or immigration status, genetic information, and any other characteristic protected by applicable federal, provincial, or local law or ordinance.