Leads and manages a team of Customer Success Consultants
Accountable for driving customer adoption, satisfaction, retention, and growth for our field service software platform
Owns the post-implementation customer experience
Serves as the senior escalation point for complex customer situations
Ensures customers realize measurable business value from the platform
Identifies, promotes, and sells billable professional services hours to existing customers
Delivers billable work as needed to support customer success and revenue goals
Plays an active role in customer enablement and growth through the delivery of customer webinars, knowledge-sharing sessions, and feature or module showcases

University degree in Commerce/Business, Engineering or Computer Science
5 years of relevant experience as Software Consultant and/or of managing Customer Success team
Proficiency in Microsoft SQL Server and SSRS
Experience in business process re-engineering, preferably in CRM/ERP related projects
Strong functional knowledge in one or more of the following areas: Microsoft CRM, Financial Applications (Accounts Receivable, Accounts Payable, General Ledger, Inventory Control), Case Management, Help Desk, Field Service Systems or Job Costing Software.
Solid experience in Business Process Analysis
Excellent verbal and written communicator, and strong teamwork skills
Strong analytical and project management skills
Willing and able to travel within North America to carry out projects (up to 25%)

Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
Robust wellness benefits, including an annual wellness stipend
Flexible and generous (FTO) time-off
Employee Stock Purchase Program
Registered Retirement Savings Plan (RRSP) with 4% company match
Continued investment in your professional development

Customer Success Manager

Key skills