Customer Success Manager

**About the Role**

We are seeking a **Customer Success Manager (CSM)**to lead our customer experience and service operations. This role combines customer advocacy with team leadership, ensuring that every customer interaction reflects Titan Logix’s commitment to reliability and excellence. As the CSM, you’ll oversee a team of technical service representatives, drive customer adoption and satisfaction, and ensure all customer advice and interactions are properly documented in our CRM. You’ll also be accountable for measurable performance outcomes, reporting regularly on customer success metrics and service efficiency.

**Key Responsibilities**
- **Team Leadership & Development**_
- Lead, coach, and mentor a team of Customer Service Representatives, fostering a culture of accountability, responsiveness, and continuous improvement.
- Partner with Human Resources to oversee the full employee lifecycle for team members. This includes recruitment, onboarding, performance reviews and management, employee development, and offboarding to ensure alignment with organizational goals, compliance, and contribute to a positive employee experience.
- Conduct quarterly reviews of customer engagement to assess productivity, training needs, and service quality utilizing reports and dashboard outputs
- Manage the on-call and business hour support lines to ensure correct allocation of resources for business hours and 24/7 support.
- Act as backup support during peak call volumes and/or staffing gaps.
- **Customer Success & Experience**_
- Oversee customer onboarding, training, and post-sale support to ensure customers realize maximum value from Titan Logix products.
- Manage Ticket Escalation process, serving as the primary escalation point for customer issues, coordinating with Product Management and Technical teams for timely resolution.
- Manage and enforce response and resolution time SLAs within the Customer Success group.
- Identify and execute opportunities for customer renewals, upselling, and long-term retention.
- **Processes, Systems & Reporting**_
- Ensure all customer communications, actions, and resolutions are accurately documented in HubSpot CRM.
- Review and maintain consistency across HubSpot tickets, pipelines, and customer records.
- Develop, implement, and maintain customer success playbooks and standard operating procedures, ensuring consistency across the team.
- Deliver monthly customer success dashboards and performance insights to leadership.
- Prepare and present reports on customer health, service performance, and satisfaction metrics.
- **Training and Documentation**_
- Responsible for management and oversight on market facing training, support material and tracking customer training initiatives from Product Approved documentation and training programs as needed in collaboration with the Market Product Manager
- Support and empower team members with training initiatives, delivery and follow-up
- **Cross-Functional Collaboration**_
- Work closely with Operations, Sales, Product Management, and Technical teams to align customer needs with business priorities and product development. This includes:

- Attending cross-department meetings, staying updated and giving feedback on the Customer Experience.
- Meet and communicate to streamline customer interactions: providing a consistent and improved experience between service, repair, sales, operation and marketing.
- Provide feedback and insights from customers to influence product improvements and service enhancements.
- Work closely with the CFO and Finance on department budgeting, reporting back on actuals to budget spend.

**Qualifications**
- Bachelor’s degree in Business, Engineering, or a related field (or equivalent experience).
- 5+ years of experience in Customer Success, Account Management, or Technical Support, including at least 2 years in a leadership role.
- Proven ability to lead and develop a high-performing service team.
- Strong technical aptitude and ability to communicate complex information clearly.
- Experience with CRM systems (e.g., HubSpot, Salesforce) and customer success tools.
- Excellent communication, organization, and problem-solving skills.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

**Education**:

- Bachelor's Degree (preferred)

**Location**:

- Edmonton, AB T6E 5P5 (required)

Work Location: In person