Customer Success Manager

Role overview

Manage customer relationships after implementation for an operational software platform serving businesses in the outdoor services sector. The role focuses on helping clients realize ongoing value, strengthening adoption, reducing churn, and identifying opportunities for renewal and account growth. You’ll use customer feedback and account data to guide both client engagement and internal product decisions.

Responsibilities

- Own a portfolio of customer relationships, supporting renewals and expansion in collaboration with internal teams. - Monitor customer health and adoption data to identify churn risks and accounts that need help achieving value. - Review usage patterns to spot friction in the product experience and share findings with relevant teams. - Run the customer feedback and NPS process, following up with dissatisfied customers to improve their experience. - Represent customer needs in discussions about product, sales, and marketing processes. - Encourage feature adoption and participation in educational programs, including webinars and in-person events; travel to support events as needed.

Requirements

- Around two or more years of experience in customer success, account management, consulting, business development, or another client-facing role. - Demonstrated ability to build trusted relationships, improve engagement, address churn risk, and support renewals. - Strong communication, organization, collaboration, and attention to detail, including confidence working with senior customer stakeholders. - Analytical skills and the ability to turn account or usage data into useful recommendations; Excel experience is preferred. - Able to create structure and effective processes in ambiguous or fast-changing settings. - Comfortable working across functions such as sales, product, marketing, and implementation.

Benefits and work setup

- Remote role open to candidates based in the United States or Canada; work authorization must already be in place without employer sponsorship. - Base salary ranges are $75,000–$85,000 USD for U.S. candidates and $80,000–$90,000 CAD for Canadian candidates, with a 10–15% bonus. - U.S. benefits include medical, dental, and vision plans, savings accounts, insurance, and 401(k) matching. Canadian benefits include health coverage and RRSP matching. - Unlimited paid time off, paid holidays, and a year-end company break; career development support is also offered.