Own renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closure.
Lead renewal strategy discussions with customers and internal stakeholders.
Monitor customer health to anticipate churn risks and implement prevention plans.
Identify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sells.
Partner with Sales or Account Management on multi-product or complex expansion motions.
Execute annual price increase communications with confidence and clarity.
Track expansion and renewal performance, ensuring revenue targets are met.
Conduct Executive Business Reviews (EBRs) that showcase measurable ROI.
Build trusted relationships with key decision-makers and influencers.
Serve as the voice of the customer in internal discussions with Product, Support, Operations, and Leadership.
Maintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewals.
Mentor team members on best practices and playbook execution.
Contribute to process improvement initiatives that enhance efficiency and scalability.

3–7 years in Customer Success or Account Management roles within SaaS or enterprise software environments.
Proven track record of driving customer adoption, retention, and growth across a portfolio of B2B clients.
Strong communication and relationship-building skills, with the ability to engage effectively across all organizational levels — from end users to C-suite.
Demonstrated ability to translate complex technical capabilities into clear business outcomes.
Analytical mindset with experience in data-driven decision-making and customer health monitoring tools (e.g., Gainsight, Totango, or equivalent).
Comfortable managing multiple customers and priorities in a dynamic, fast-paced environment.
Exceptional presentation, organizational, and project management skills.
Bachelor's degree required; MBA or relevant certifications (CSM, PMP, etc.) preferred.

Comprehensive Health Coverage: Coverage begins on your first day of employment.
401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
12 weeks paid leave for all employees.
Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.

Customer Success Manager

Key skills