Customer Success Manager

About Chrono Innovation:

Chrono Innovation is a fast-growing tech startup building ChronoPlatform, an innovative solution that optimizes productivity and automates time and task management.

ChronoPlatform automatically converts engineering work into SR&ED claims.

Using our clients' development tools, it generates documentation, categorizes R&D hours, and continuously identifies eligible work.

We also support partners through services in:

• product development
• software engineering
• growth
• cloud infrastructure

WE VALUE

People:

Our clients aren't clients, they're our partners. They're people with whom we build meaningful, mutually beneficial long-term relationships.

Trust:

We earn the trust of our partners through transparency, honesty, and reliable delivery. To nurture the relationship, we get to know them as people — through natural conversation, we learn about them and their lives.

Clarity:

We rely on clarity to strengthen our partnerships. We keep our partners informed every step of the way — they're never left wondering about the state of their initiatives.

Role:

Chrono is revolutionizing SR&ED claim preparation through innovative technology and streamlined processes. We're challenging the status quo and transforming how companies access R&D tax credits.Our mission is simple: make SR&ED preparation faster, clearer, and more successful for the companies building the future.

We're looking for a Customer Success Manager with SR&ED expertise who's excited to help clients adopt a new way of preparing SR&ED claims.

This is a Customer Success role first. Your SR&ED background is essential to guide and educate clients, review technical narratives, and ensure they're set up for strong CRA-aligned submissions without acting as a traditional R&D consultant.

You'll be the bridge between our clients and ChronoPlatform, ensuring adoption, satisfaction, and a repeatable onboarding journey. You'll also play a strategic role in shaping the product with continuous client feedback.

Job Type: Full-time, Permanent, hybrid (2 days/week at the office)

Chrono Innovation is looking for a billingual Customer Success Manager to: :

Client Onboarding & Education:

• Lead onboarding for new SR&ED clients on ChronoPlatform.
• Train clients to use the platform effectively and independently, sharing best practices and guiding them through the optimal onboarding journey.
• Reduce onboarding time through structured, repeatable enablement.

Client Success & Adoption
• Build trusted relationships with startups and mid-market companies claiming SR&ED and CDAE credits.

• Drive platform adoption and long-term value realization.
• Troubleshoot client issues and remove blockers quickly and clearly.
• Act as a guardian of the ICP, flagging misaligned clients and preventing onboarding outside target segments.

SR&ED Expertise & Quality Support
• Review SR&ED technical narratives prepared within the platform and provide expert feedback to ensure:

• • CRA requirements are met
• narratives remain technically accurate
• clients are guided toward strong submissions
• Support clients in understanding SR&ED documentation expectations without taking on a traditional consulting/auditing role.

Product & Process Innovation
• Identify opportunities to improve workflows, templates, and onboarding experiences in ChronoPlatform.

• Maintain a continuous feedback loop with Product/Engineering on high-value features and client pain points.
• Contribute to improving data-related workflows (e.g., data warehouse, tool integrations, Excel/CSV ingestion).

Performance & Outcomes
• Deliver on success targets

• Track success metrics such as onboarding volume, adoption, retention, and client satisfaction.

Qualifications:Technical Skills:

• 3+ years of hands-on SR&ED technical consulting / writing experience (consultant, in-house, or CRA background).
• Deep understanding of SR&ED eligibility criteria, CRA guidelines, and claim preparation best practices.
• Experience with SR&ED tasks such as:
• • technical writing
• eligibility scoping
• claim defense
• CRA reviews/objections
• Strong technical aptitude and comfort working with software platforms and integrations (basic familiarity with SaaS and software development contexts is an asset).
• Ability to navigate data variability and guide clients toward usable, structured inputs.

Core Competencies:

Client Obsession: Measures success by client outcomes (adoption, satisfaction, retention).

Accountability: Owns onboarding and success metrics end-to-end.

Autonomy: Manages priorities independently in fast-moving environments.

Leadership: Drives structure, clarity, and influence across teams without direct reports.

Problem Solving: Turns obstacles into improvements for clients and product.

Continuous Learning: Stays current on CRA updates and SR&ED trends.

Interpersonal Skills:

Communication: Explains complex SR&ED concepts clearly to diverse audiences.

Pedagogy & Coaching: Educates clients and guides them through change.

Collaboration: Works closely with Product, Engineering, RevOps, and external consultants.

Feedback Culture: Open to receiving and giving constructive feedback.

Obligation to Dissent: Raises risks and proposes better paths transparently.

You are a good fit if:

You're a proactive Customer Success professional who loves owning the full client journey while bringing a strong SR&ED lens to every interaction. You thrive on building repeatable onboarding playbooks, coaching clients to become autonomous in the platform, and translating complex eligibility and documentation requirements into simple, confident next steps. You combine rigor and clarity, and you're energized by improving adoption, claim quality, and long-term client trust.

Internal Tools
• Hubspot

• Amplitude
• Jira / Confluence
• Slack
• Google Workspace

Working at Chrono Innovation:

At Chrono Innovation, we invest in employee wellness. Working with us includes:

• Flexible schedule with a hybrid work model.
• Offices in Montreal's vibrant neighborhood, with a bright, open-space work environment.
• Personalized collective insurance coverage.
• 24/7 physical and psychological telemedicine for you and your family members.
• Access to the ChronoCare well-being program.
• Access to Sustainable Mobility program
• Paid training and courses through the Chrono University program.
• Opportunities to develop new skill sets and grow your career
• Registered Retirement Savings Plan (RRSP) and Registered Education Savings Plan (RESP) options.