Customer Success Manager

3 days ago

Ottawa Ontario HB, Montréal, Canada Talkative Full time
Company Overview

Talkative is at the forefront of Generative AI (GenAI) contact center solutions, driving significant advancements in customer interaction and operational efficiency. We are currently scaling our team as we expand our global reach. Our successful GenAI references sites, OEM partnership with Mitel, and the launch of our innovative Voice AI product line position us for robust growth and market leadership.


Mission

As our first Customer Success Manager in North America, you’ll play a pivotal role in driving customer renewals and building strong relationships across the USA and Canada. Reporting to the Head of Customer Success, you will manage a portfolio of accounts with a focus on mid- to high-touch engagements, ensuring customer satisfaction and driving sustainable revenue growth.


This is a unique opportunity to make a significant impact in a fast-growing company. By combining a customer-first approach with a commercial mindset, you’ll shape our Customer Success strategy, foster long-term partnerships, and contribute to the overall success of our business as we scale.


Outcomes


1. Drive NRR
  • Your primary goal is to ensure 95%+ customers renew through building relationships and value-add account management.
  • Educate customers on new offerings in order to drive upsells.


2. Meet customer touchpoint SLAs
  • Engage continually with high-touch accounts to stay ahead of renewal conversations.
  • Monthly for high-touch, quarterly for medium-touch, digital only for low-touch.
  • Keep on top of customer touchpoints with proactive & enthusiastic communication.
  • 1-2 in person meetings per month.


3. Become a Product Expert
  • Spend time with the rest of the team during onboarding to learn the product.
  • Regularly demonstrate the product to improve your understanding.
  • Provide helpful advice to customers to get the best out of the platform.


4. Onboard Customers
  • Guide the customer through the implementation of the product.
  • Deliver a first class experience to new customers in the region.
  • Meet Implementation timelines and schedules.

‍

Qualifications


Experience
  • At least 1 year’s experience in customer success or account management within a B2B SaaS environment, ideally with products priced at $10-25K ARR.
  • A background of working within a startup or small scale-up SaaS organisation.
  • Experience of monthly/yearly account growth.
  • Any experience of contact center / customer service software is a plus, not not required. A hunger to learn is all you need


Skills
  • Intelligent self-starter and ideally experienced working within a more complex multi-layered B2B platform.
  • Strong proactive communicator & relationship driven.
  • Ability to solve problems and navigate complex situations.
  • Organised and good time management.
  • Willing to travel to meet customers face to face where appropriate.


Culture Fit‍

Be Useful: Above all, we strive to provide meaningful, practical solutions for our users. You will provide real value to customers and enable them to solve their business problems.

Customer-Centric: We put the customer at the center of everything we do. We understand their needs, challenges, and aspirations deeply. In Customer Success you live this daily.

Innovate: Continuously improve and challenge the status quo. Deliver cutting-edge solutions and adopt emerging tools and strategies ourselves. Stay informed, stay curious, and stay ahead.

Speed: Operate with urgency and a bias for action. Speed is our competitive advantage—take initiative, execute efficiently, and adapt quickly when things aren’t working. Work on a weekly cadence to ensure progress and accountability.

Agency: Take ownership and make things happen. At Talkative, proactivity and self-direction are essential. Bring passion, creativity, and the drive to create a meaningful impact without waiting for permission.

Feedback: Embrace a culture of continuous improvement through specific, actionable feedback. Share insights transparently and constructively—whether it’s about marketing campaigns, product development, or customer experiences. Feedback is how we grow, learn, and win together.

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