Customer Success Manager

Customer Success Manager

📍 Remote (Canada) | Hybrid Available – Kitchener, ON 🧑💼 Reports to: Director, Customer Success

🏢 About Encircle

Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy‑to‑use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.

We’re a remote‑first company with a collaboration hub in downtown Kitchener—and we’re growing.

About the Role

If you’re passionate about providing exceptional customer experiences, building long‑lasting relationships, and helping people be successful – this role is for you. As a Customer Success Manager (CSM), you'll be a strategic partner with revenue leadership and contribute to the opportunity potential and scale of the already successful customer team. Our CSM team is growing, and you’ll play a key role in ensuring our customers succeed and leverage Encircle into their daily lives.

Key Responsibilities

- Be a trusted and knowledgeable advisor for customers to uncover business objectives and challenges, and strategically map those to Encircle value proposition

- Own and manage customer relationships from onboarding to creating passionate customers through to annual renewal

- Responsible for driving adoption, securing retention, proactively mitigating churn, and expanding product utilization

- Meeting the assigned revenue, activation, churn, and usage targets for your book of business

- Uncover referrals, expansions, and new feature sale opportunities

- Partner with Marketing, Sales, Customer Success, and Product leadership to discover revenue and customer loyalty opportunities

- Proactively identify internal process improvements and help us build a best‑in‑class CSM team

What You Bring

- 2+ years of experience in customer‑facing roles like Customer Success or Account Management, preferably selling tech to blue‑collar industries

- Experience managing a book of business and being accountable for monthly metrics

- Hands‑on experience with SaaS software such as Salesforce.com, ChurnZero, and other sales automation tools

- Demonstrated success leading customer onboarding and driving adoption, growth and retention of accounts, and conducting deep discovery to be a true business partner

- Track record of building relationships with senior stakeholders and internal champions

- Ability to leverage internal stakeholders (product, support, sales, executives, etc.) to solve customer challenges

- Ability to speak and communicate fluently in French

- A self‑starter, coachable CSM who succeeds in a fast‑paced entrepreneurial environment

- Outstanding communication, listening, and time management skills

What You’ll Gain at Encircle

- Strategic Partnership: You'll gain experience as a strategic partner to revenue leadership.

- Cross‑Functional Collaboration: The role offers the chance to partner with leadership from Marketing, Sales, and Product departments.

- Process Improvement: You will have the opportunity to help build a best‑in‑class CSM team by identifying and implementing process improvements.

Why Encircle?

- Balance: Flexible hours, self‑managed vacation, and trust to manage your time

- Remote‑first: Work where you’re most productive—with access to our collaboration hub in Kitchener

- Growth‑oriented: We support your learning and career development

- Well‑being: We care about the full human—inside and outside of work

Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.

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