Customer Success Manager

About LaivlySeeking curious and creative types We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience.This role is remote and open to all Canadian residents.About the roleThe team at Laivly is looking for a Customer Success Manager to play a pivotal role in helping customers realize the full value of Laivly’s technology. This is not a traditional CS role—it’s part strategic consulting, part account management, and part operational excellence. Our CSMs deeply understand the customers’ businesses, guide them through onboarding and adoption, and drive measurable outcomes through repeatable, scalable solutions.As CSM, you are focused on customer success across a portfolio—driving revenue, ensuring SLA delivery, maximizing usage, and partnering with technical and operational stakeholders to unlock long-term value and expansion.As Customer Success Manager, you willOwn the full customer lifecycle for your accounts—from onboarding to renewal and expansionServe as a strategic advisor, helping customers unlock value through thoughtful application of Laivly’s platform, LLMs, and automation toolingTranslate customer goals into operational plans, then collaborate cross-functionally to deliver resultsProactive engagement and risk management — Monitor account health, identify risks early, and present mitigation plans to protect satisfaction and retentionPartner with Solutions team to lead discovery and design sessions, map customer workflows, and identify reusable abstractions and solution templatesWork closely with engineering, product, and operations teams to resolve complex issues and drive improvementsUse data and analytics to measure success, identify risks, and build proactive playbooksAct as the voice of the customer, providing structured feedback to product, engineering, and leadershipDeliver and lead operational business reviews, summarizing progress, highlighting impact, and driving accountabilitySupport customer-side change management through enablement, training, and strategic alignmentMentor and guide junior team members, helping to scale the CSM function at LaivlyAs Customer Success Manager, you have3–5+ years of experience in Strategic Customer Success, consulting, or account management; BPO / contact centre experience is an assetA background in contact centers, B2B SaaS, or AI/automation technologies is strongly preferredDeep empathy for customers and a track record of growing long-term partnershipsSkilled at building strong relationships with client stakeholders across functions and levels of seniorityStrong business acumen, operational rigor, and experience owning KPIs or SLAsAnalytical mindset with experience solving complex problems using dataExperience facilitating discovery sessions, delivering strategic presentations, and creating impactful documentationCreative, proactive, and scrappy—you’re as comfortable building a new process as executing itNice to have: Prior experience with AI or LLMs, experience managing a small teamLife at LaivlyLaivly gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team. We work hard and play often, with a flexible environment that works with you. A career at Laivly means being part of a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.We’ve got a shared mission—and a Laivly future. Join us todayLaivly provides Equal Employment Opportunities in accordance with all provincial and federal laws. Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know. #J-18808-Ljbffr