Customer Success Manager

About Laivly

Seeking 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 role

The 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 will

- Own the full customer lifecycle for your accounts—from onboarding to renewal and expansion
- Serve as a strategic advisor, helping customers unlock value through thoughtful application of Laivly’s platform, LLMs, and automation tooling
- Translate customer goals into operational plans, then collaborate cross-functionally to deliver results
- Proactive engagement and risk management — Monitor account health, identify risks early, and present mitigation plans to protect satisfaction and retention
- Partner with Solutions team to lead discovery and design sessions, map customer workflows, and identify reusable abstractions and solution templates
- Work closely with engineering, product, and operations teams to resolve complex issues and drive improvements
- Use data and analytics to measure success, identify risks, and build proactive playbooks
- Act as the voice of the customer, providing structured feedback to product, engineering, and leadership
- Deliver and lead operational business reviews, summarizing progress, highlighting impact, and driving accountability
- Support customer-side change management through enablement, training, and strategic alignment
- Mentor and guide junior team members, helping to scale the CSM function at Laivly

As Customer Success Manager, you have

- 3–5+ years of experience in Strategic Customer Success, consulting, or account management; BPO / contact centre experience is an asset
- A background in contact centers, B2B SaaS, or AI/automation technologies is strongly preferred
- Deep empathy for customers and a track record of growing long-term partnerships
- Skilled at building strong relationships with client stakeholders across functions and levels of seniority
- Strong business acumen, operational rigor, and experience owning KPIs or SLAs
- Analytical mindset with experience solving complex problems using data
- Experience facilitating discovery sessions, delivering strategic presentations, and creating impactful documentation
- Creative, proactive, and scrappy—you’re as comfortable building a new process as executing it
- Nice to have: Prior experience with AI or LLMs, experience managing a small team

Life at Laivly

Laivly 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 today

Laivly 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.

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