Customer Success Manager

13 hours ago

Ottawa, Ontario, Canada Krila Consultancy Full time

Our client Edge Signal is an innovation-driven SaaS and AI technology company enabling organizations to scale intelligently through advanced edge computing, automation, and real-time data insights. They're expanding their presence and seeking a Senior Customer Success Specialist to ensure our customers achieve exceptional value and long-term success.

As a Senior Customer Success Specialist, you will be the trusted advisor for your customer portfolio—driving onboarding, adoption, value realization, and expansion. This role blends customer relationship management, technical understanding, commercial influence, and process building. It is an onsite position based in Kanata, collaborating directly with customers and internal teams.

What You'll Do
Customer Relationship & Success Management

  • Serve as the main point of contact for enterprise and mid-market customers.

  • Lead onboarding, training, and enablement to ensure quick and effective adoption.

  • Conduct regular business reviews to align platform capabilities with customer objectives.

  • Monitor customer health, usage patterns, and KPIs to anticipate risks and opportunities.

Revenue Growth & Upsell

  • Identify upsell and cross-sell opportunities within existing accounts.

  • Partner with the Sales team to drive renewals and expansion conversations.

  • Communicate ROI and product value to influence strategic decision-making.

Process, Enablement & Knowledge Development

  • Develop and maintain Edge Signal's Customer Success Playbook, continuously improving processes and best practices.

  • Actively contribute to Edge Signal's Help Center, producing and updating customer educational content.

  • Gather customer insights and feedback to guide Product and Engineering.

  • Support customer education through webinars, workshops, and onsite sessions.


What We're Looking For

  • Bachelor's degree required (Engineering degree is a strong asset).

  • 4–5 years of experience in Customer Success, Account Management, or Post-Sales roles within SaaS, AI, cloud, or high-growth tech environments.

  • Demonstrated success managing enterprise accounts and driving upsell opportunities.

  • Strong analytical skills, with the ability to interpret customer data and usage insights.

  • Exceptional communication, relationship-building, and presentation abilities.

  • Proficiency with CRM and CSM platforms (Salesforce, HubSpot, Gainsight, Totango).

  • Ability to collaborate effectively across Sales, Product, and Engineering.

  • Comfortable working onsite in Kanata multiple days per week.

Nice to Have

  • Experience working with AI, automation, or technical software solutions.

  • Background in creating playbooks, knowledge base content, or customer education materials.

  • Experience supporting customers with complex or technical deployments.

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