Customer Success Manager

Xiphos Systems Corporation, founded in 1996, is a vibrant and energetic company in the heart of Montreal's Plateau area. For over 20 years, we have pushed the envelope of what is possible in NewSpace and secured the trust of various space agencies and space companies around the world. The industry has adopted our design approach and, as a result, we have been experiencing several years of rapid, steady growth and the trend is continuing Our vision is to migrate terrestrial computing and network communication techniques into space environments. The company's expertise in networked processors has evolved into a line of high-performance, fault-tolerant flight control and sensor processing hardware and software solutions in wide and varied advanced space applications. Xiphos' primary markets are small satellites, space station applications, as well as lunar landers, rovers, and robotics. We have delivered our standard and custom products all over the world and have been essential to many successful space missions. With low power consumption, high processing power, enhanced flexibility, excellent robustness, and proven functions available off-the-shelf, our Q-cards are increasingly the preferred solution in the fast-growing field of NewSpace. ROLE DESCRIPTION Reporting to the Director, Project Management Office, the Customer Success Manager is responsible for building and maintaining strong relationships with Xiphos customers, ensuring they receive exceptional service from our organization and value from our products. Acting as the primary point of contact after the initial sale, the Customer Success Manager proactively manages the customer experience, facilitates effective collaboration between internal teams, and drives continuous improvement to strengthen customer satisfaction and support Xiphos' growth. MAIN RESPONSIBILITIES Own customer relationships for standard product customers, ensuring satisfaction, timely follow-up on requests, and long-term engagement. Adopt a proactive approach to enhance the customer's experience, ensuring a smooth handoff from business development and anticipating customer needs. Ensure clear, consistent communication between customers and Xiphos teams by translating expectations into actionable insights, representing customer interests internally, and maintaining strong alignment across departments. Lead regular strategic reviews and check-ins with high-volume customers to ensure satisfaction, identify opportunities for improvement, and gather feedback for continuous enhancement. Define, generate and analyze customer-related metrics to monitor performance and identify key areas for process and service improvement. Ensure all customer engagement activities meet Xiphos' quality process requirements and promote a consistent, professional customer experience. Develop a deep understanding of customer missions and operational needs, helping to identify new opportunities for the Sales team to pursue. Promote collaboration, shared values, and organizational efficiency across Xiphos to support scalability and sustained growth. DESIRABLE KNOWLEDGE AREAS Understanding of embedded systems, electronics hardware, or aerospace/defense industry products. Familiarity with customer relationship management (CRM) tools and processes. Knowledge of project delivery lifecycles and cross-functional coordination in technical organizations. Awareness of sales operations, business development workflows, and customer support processes. Experience working in rapidly growing, technology-driven environments. QUALIFICATIONS Bachelor's degree in engineering, business, or a related field (or equivalent experience). 8+ years in account management, customer success, or technical sales within a high-tech, electronics, or aerospace environment. Ability to understand and communicate complex technical concepts to diverse audiences. Excellent verbal and written communication, with a talent for building trust and aligning cross-functional teams. Proven ability to manage and grow customer relationships, balancing customer satisfaction with organizational goals. Strong interpersonal skills and the ability to influence and motivate teams across departments. Highly proactive, detail-oriented, and comfortable managing multiple priorities in a fast-paced, growing organization. Bilingual French and English.