Remote job
Customer Success Manager, Western Canada
Job details
About this role
Role overview
Build strategic, long-term relationships with large customers across Western Canada, helping them use complex products effectively in their day-to-day operations. You’ll guide onboarding and adoption, coordinate delivery and issue resolution across internal teams, and connect customer goals and feedback to measurable outcomes and future improvements.
Responsibilities
- Develop trusted relationships with customer leaders, procurement contacts, and training teams; lead business reviews and discussions about outcomes and return on investment. - Set clear expectations for onboarding, timelines, responsibilities, and success measures, then help customers move from deployment into adoption. - Create customer success plans, track progress and product usage, and use adoption data to identify opportunities for training or broader rollout. - Coordinate with sales, professional services, support, legal, and product teams so delivery aligns with customer priorities and high-impact issues are resolved. - Identify risks such as dissatisfaction or resourcing gaps, manage escalations, and prepare accounts for renewals by demonstrating value. - Gather customer feedback on product usability, training, and support, and share it with teams that shape products and services.
Requirements
- Bachelor’s degree or equivalent practical experience. - At least five years in a customer-facing role, including three or more years working with enterprise customers. - Strong project management skills and a reliable way to track multiple customer requests, issues, and strategic plans. - Experience leading process improvements in large organizations and using data tools to monitor product adoption and customer engagement. - Excellent organization, presentation, and written and verbal communication skills. - Self-motivated, collaborative, and able to adapt and stay effective in high-pressure situations while focused on customer outcomes.
Benefits and work setup
- Remote role based on Canada’s West Coast, with an expected 25–35% travel. - Compensation includes base pay, bonus, and stock awards; the stated base pay range is CAD $74,250–$118,800. - Benefits are offered to support physical, financial, and emotional well-being.