Client Success Manager

We’re looking for a **strategic, business-savvy**Client Success Manager (CSM)** to join our growing team at samdesk. This is an exciting opportunity to support globally recognized brands, ensuring they drive meaningful outcomes and long-term value from the Samdesk platform.

As a CSM, you’ll own the post-sale relationship, guiding customers from onboarding through adoption, renewals, and growth. This role is ideal for someone who understands B2B SaaS dynamics, can interpret platform data, and enjoys aligning product capabilities with real-world customer workflows.

This is **not**a support or customer service role, it’s a high-impact, consultative position focused on customer outcomes, strategic guidance, and platform optimization.

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**Who we are**

**The highlights ( Who you are)**

As a CSM at Samdesk, you will be the trusted advisor guiding customers through every stage of their journey—from onboarding and adoption to renewal and growth. You’ll take ownership of the entire customer lifecycle, ensuring that each client realizes the full value of the platform while receiving exceptional service and strategic support. Your role is central to aligning customer needs with the right product features, packages, and configurations to maximize ROI and long-term success.

You bring a balance of professionalism and empathy, building strong relationships grounded in trust. You’re passionate about technology and love uncovering how tools can solve real problems. Whether working with analysts on the ground or presenting to executive stakeholders, you’re confident in your ability to connect, communicate, and drive meaningful impact across all levels of an organization.

**What you’ll do**
- Own the full customer journey from onboarding to renewal and expansion.
- Serve as the strategic advisor and daily point of contact for your accounts.
- Deliver tailored onboarding experiences and platform training to enterprise users.
- Use tools like Hubspot, Mixpanel, and Intercom to monitor health, identify risk or expansion opportunities, and log insights.
- Analyze customer trends and data to inform success plans and streamline SOPs.
- Facilitate feedback loops with product, sales, and support teams based on customer needs.
- Proactively drive customer engagement, success reviews, and retention initiatives.
- Advocate for your customers internally, ensuring their voice is heard throughout the organization.

Lastly, but importantly, you want to make a meaningful contribution to a world-changing product and be a key member of a team you enjoy working hard with.

**We're looking for someone with**
- 3+ years in a Customer Success, Account Management, or Customer Strategy role (SaaS or tech startup experience strongly preferred).
- Proven success managing business relationships with mid-size and enterprise customers.
- Strong technical acumen—comfortable navigating software platforms and explaining technical concepts to non-technical users.
- Experience supporting the public sector, security, or global organizations is a plus.
- Familiarity with success metrics like NPS, Net Revenue Retention, and churn reduction.
- Ability to balance strategic thinking with hands-on execution.
- Excellent communication and presentation skills across all levels of an organization.
- High emotional intelligence and empathy-driven decision making.
- Located in Canada with the ability to travel up to 20% for customer meetings or company events.

**What are the perks? What’s in it for you?**
- Work at the intersection of AI, public safety, and enterprise technology, with a committed and passionate team of innovators at a fast growing startup
- We view this role as a career building opportunity as you’ll work with cross functional teams and the world’s most notable brands, selling a life saving solution
- Competitive compensation and free access to a health benefits package, including dental, extended health, vision care, and a health spending account
- Opportunity to participate in our employee stock option plan
- A seat on the rocket ship - buckle up

**Reports to**: VP, Customer Success

**Compensation**: Base salary of $70,000-$80,000 CAD ( commensurate with skills and experience), plus a performance-based variable commission structure. Total compensation is designed to reward both individual impact and team success, with additional opportunities for growth over time.

**Application details**

**Diversity and Inclusion**

samdesk is an equal opportunity employer committed to creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

**First Peoples' Acknowledgement**

samdesk respectfully acknowledges that, being headquartered in Edmo