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Customer Success Manager
2 weeks ago
As a **Customer Success Manager**, you’ll join the Customer Success team where you’ll:
- Drive the onboarding and training of our customers and proactively pursue expansions with existing customers
- Be an IronSight Subject Matter Expert to become a problem solver for customers and ensure their business receives the most value from the platform
- Represent the voice of the customer within IronSight
The Customer Success Manager will report to the Senior Manager of Customer Success and will work closely with Product, Engineering, and Sales to deliver outstanding customer experiences.
Anticipated Start Date: January 2026
**What You’ll Do**
- Lead the implementation and onboarding of customers, including training users on features or products
- Drive customer adoption of the platform - including sharing best practices - to ensure they maximize the value they receive from the platform and achieve success
- Retain and grow accounts through strong relationships with customers, regular customer meetings, and helping customers understand their return on investment
- Work with the Sales and Senior Managers to identify cross-sell and upsell opportunities at the appropriate customer lifecycle stage
- Regularly seek, document, and share feedback from customers on current and potential features and products
- Develop and deliver training and resources
- Other duties as assigned
- **Travel from 25% up to 50% to client sites is expected as part of this role
**What You Bring**
- Post-secondary education that focuses on business, technology, or product management (e.g. business, marketing, or computer science with business specialization) or equivalent work experience
- Minimum 3-5 years of experience in SaaS software implementations/training for B2E/B2B customers. *Transferable skills from other customer service roles will be considered if you can demonstrate how it relates
- Highly tech savvy, we use tools like: Hubspot, Office 365, Microsoft Teams, Asana, Excel and more
- You’re customer centric and driven to dig deep to understand a customer’s goals with the platform
- Unafraid to learn something new, try things out and ask for help when unsure
- Independent, self-starter, eager to learn would be how your past co-workers describe you
- Comfortable managing customer relationships and handling everything from issues to new requests
- Strong project management skills that shine when leading collaborative teams of customers and internal partners
- Strong communication, presentation and interpersonal skills, with a problem-solving mindset
- Understanding of business analysis, SQL and data visualization using tools such as Metabase
- Flexible and adaptable to changing priorities; in other words you’ll be comfortable in a scale-up fast paced environment
- Excellent organizational and time management skills including prioritization of competing responsibilities
- Experience in Oil and Gas field operations/logistics nice to have
- A good sense of humour that adds to your resilience in the face of challenges
**You Share Our Values**
- Own It - We take extreme ownership of everything we do. “Not my problem” isn’t in our vocabulary.
- Be Bold - We show courage and take action to deliver exceptional results.
- Win Together - We win together and we grow together.
- Get Obsessed - We are passionate about our clients. Their problems are our problems. Their success is our success.
**What You’ll Get**
- A rewarding role at an exciting, growing scale-up with a strong culture of connection, fun, and performance.
- Hybrid work arrangements that let you balance the great work you do with the responsibilities in your life.
- 3 weeks annual time off
- Company-supplied laptop and software that allow you to showcase your talent and unleash your potential
- Investment in your professional development
- Group Benefit Plan that includes Mental and Physical Health, Vision, Dental, RRSP matching and Health Care Spending Account
**About IronSight**
Founded in 2017, with headquarters in Edmonton, Alberta, IronSight is a digital technology company taking the guesswork out of energy and industrial operations. Through its cloud-based software, IronSight digitizes processes and workflows involving people, equipment, and service logistics. It creates immediate administrative efficiencies while capturing and displaying field services data to benchmark performance and make decisions that increase productivity, reduce OPEX/CAPEX and environmental footprint, optimize asset use, and enhance safety.
**Application Process Overview**
- Submit your cover letter and resume via Indeed
Pay: $70,000.00-$90,000.00 per year
**Benefits**:
- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
**Experience**:
- Data Analysis or SQL: 1 year (preferred)
- B2B SaaS customer success: 3 years (preferred)
Work Location: Hybrid remote in Edmonton, AB T6E 4E6
Applicatio
