Customer Success Manager

Overview of the role The Customer Success Manager (Full Lifecycle) is responsible for owning and growing client relationships while driving sales and meeting performance targets. You’re a natural connector who thrives on building trust and rapport with clients at all levels. You’ll act as a strategic partner - understanding client goals, proactively anticipating needs, and driving measurable results. Success in this role is defined by meeting KPIs, achieving sales targets, ensuring client retention, and making clients champions of Integrity Advocate. What You’ll be Doing Own relationships with a diverse portfolio of clients, spanning different industries and portfolio sizes, acting as their main point of contact and trusted advisor. Build strong, long-term partnerships grounded in transparency, reliability, and shared success. Proactively anticipate customer needs, identify upsell and expansion opportunities, and develop strategies to maximize account value. Meet or exceed assigned sales targets and KPIs, driving growth across your accounts. Navigate negotiations and challenging conversations to secure win-win outcomes for both Integrity Advocate and our clients. Address client concerns directly and effectively, focusing on managing expectations and delivering timely solutions. Utilize data and analytics to inform strategic account decisions, monitor account health, and guide growth planning. Collaborate with cross-functional teams, i.e. Product, Engineering, Operations, Partnerships and Corporate Services to ensure clients receive exceptional service and to identify opportunities for product enhancement. Contribute client feedback to influence the product roadmap and strengthen the customer experience. Maintain CRM and pipeline hygiene (e.g., HubSpot). What You Have Minimum 3-5 years of experience in a customer-facing role such as Account Management, Customer Success, or Sales within a tech or SaaS environment. Bachelor's degree or equivalent experience. Proven experience working towards KPIs and targets, with a strong motivation to drive sales and account growth. Experience managing clients across different industries and portfolio sizes is a plus. Experience working with clients in education, or workplace safety industries is helpful but not required. Demonstrated ability to manage multiple clients and projects in a fast-paced, evolving environment. Exceptional written and verbal communication skills with the ability to articulate value clearly and confidently. Highly organized and detail-oriented, ensuring opportunities or issues don’t slip through the cracks. Data-driven mindset - you use insights to inform strategy and measure success. Skilled in navigating complex conversations and achieving mutually beneficial outcomes. Highly motivated by achieving results and exceeding expectations. Demonstrated ability to collaborate cross-functionally and influence without direct authority. Startup mentality: adaptable, resourceful, and energized by growth and change. Comfortable working in high-stakes and high-pressure environments, maintaining focus and delivering results under stress. Passionate about client success and committed to delivering exceptional service. Why Join Us You will have an exceptional impact and shape the company's future, rather than just being a small cog in the wheel at a bigger company. Be part of a growing, passionate team dedicated to working on exciting projects that leverage artificial intelligence and computer vision Meaningful opportunities for professional growth and development Work in a flexible, fully remote environment. We offer unlimited PTO and a generous work-from-anywhere policy. Group Plan coverage that includes Health, Dental, Life Insurance, AD&D, & Employee Assistance Program Contribute to our mission-driven company that values integrity, creativity, and excellence Candidates must be legally authorized to work in Canada. This position offers a competitive base salary, plus commission/bonus potential based on performance. Compensation is determined by factors such as market salary data within Canada, technical skills, experience and internal pay equity. Integrity Advocate is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and welcome applications from all qualified individuals, regardless of race, gender, age, religion, disability, sexual orientation, or any other legally protected status. Reasonable accommodations are available upon request for candidates taking part in all aspects of the recruitment process. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes or assessing applications. These tools support our team and do not replace human judgment. All hiring decisions are made by people. #J-18808-Ljbffr