Customer Success Manager

Job Description

Customer Success Manager - Ottawa - hybrid (1 day a week in the office) - $80,000-100,000 CAD per year. 

The Company:

• An innovative customer journey optimisation platform, leveraging multiple digital channels that improve the user experience – It’s actually quite incredible..
• Sub-50 employees with plans to rapidly scale the business.
• Enviable client base including a huge global motorsport brand
• Flexible/ mature approach to work with a fully-remote set up

The Opportunity:

A truly innovative business with a great product and a solid team. Lots of exciting things coming in 2025 too! AI conversations across voice and email is the main new functionality being improved.

The Customer Success team is evolving, and as a result they’re now looking for a Customer Success Manager.

Reporting to the Head of CS you’ll manage a book of circa 50 accounts, adopting a blended approach of digital/ low touch & mid-high touch CS. The core book will be mid-high touch with the remainder being digital, tackled alongside the Head of CS, whilst the digital playbook is established.

As a growing business, this is an incredible opportunity to really put your stamp on CS. By taking a strategic customer-first approach, whilst maintaining a commercial mindset, you'll champion account growth.

The Ideal Candidate:

• Previous experience in a mid-high-touch B2B customer success role.
• Experience of monthly/ yearly account growth.
• A background of working within a small scale-up SaaS organisation.
• A well-versed approach to Customer Success ranging from low-high touch. You will regularly engage with your clients and provide value with every interaction.
• Data savvy with the ability to story tell with facts.
• Intelligent self-starter and ideally experienced working within a more complex multi-layered B2B platform.

The Package:

• $80,000 basic with a 20% bonus
• Flexible working, mostly remote working with 1 day a week in the office
• Business stock options