Customer Success Manager

Job Summary

We are looking for a Customer Success Manager (CSM) to join our team. The CSM will be responsible for ensuring customers achieve maximum value from our platform, driving adoption, retention, and growth. You will act as a trusted advisor, helping customers reach their business goals while serving as their advocate within our company. We are an energetic, empathetic and passionate team that enjoys collaboration, taking on new challenges, and "failing forward" together in this dynamic environment.

Key Responsibilities

• Drive product adoption and usage by delivering training, best practices, and consultative guidance.
• Build and maintain strong relationships with key customer stakeholders at both strategic and operational levels.
• Proactively monitor customer health scores, engagement, and usage data to identify risks and opportunities.
• Partner with Sales to drive renewals, upsell, and cross-sell opportunities.
• Conduct regular check-ins, QBRs (Quarterly Business Reviews), and executive business reviews to align customer goals with product outcomes.
• Act as the voice of the customer internally, collaborating with Product and Consulting to enhance the platform and customer experience.
• Ensure high levels of customer satisfaction (CSAT, NPS) and reduced churn.
• Build strong relationships with our clients to understand their needs and ensure their success with Eligeo
• Empower customers to connect their goals and challenges with the solutions Eligeo has built for them in
• Leverage behavioural data to segment your book of business and develop communication strategies, driving the greatest impact at scale.
• Build, own, and execute client success and engagement plans
• Navigate client organizations to uncover additional product applications & opportunities for partnership.
• Managed Service Packages - offered by Eligeo - The CSM plays a key role in delivering ongoing value to clients through proactive software management, maintenance, and optimization. This role ensures the smooth operation of client environments, provides timely support, and drives continuous improvement across our managed service offerings.
• Serve as the primary contact for managed service clients, addressing technical issues requests, and incidents.
• Troubleshoot and resolve software, integration, and configuration challenges within defined SLAs.
• Escalate complex issues to internal consulting or development teams as needed.
• Execute regular system health checks and optimization activities.
• Maintain documentation of system configurations, customizations, and change logs.
• Conduct regular service reviews with clients to discuss performance, usage trends, and mprovement opportunities.
• Serve as the primary contact for managed service clients, addressing technical issues, requests, and incidents.
• Troubleshoot and resolve software, integration, and configuration challenges within defined SLAs.
• Escalate complex issues to internal consulting or development teams as needed.

Qualifications:

• ● Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience).
• 2–5 years of experience in Customer Success, Account Management, or SaaS client-facing roles.
• Strong track record in driving customer adoption, renewals, and growth in a SaaS environment.
• Exceptional communication, presentation, and relationship-building skills.
• Experience with CRM and Customer Success platforms , Salesforce, HubSpot, or similar).
• An analytical mindset with the ability to leverage data to drive decisions.
• Comfortable managing multiple accounts in a fast-paced, evolving SaaS business.
• 2+ years of B2B SaaS customer success, account management or consulting experience working with accounts of various sizes
• Superb written and verbal communication skills
• Positive attitude, empathy, and high energy
• Ability to take initiative and adapt
• Strong customer-facing and presentation skills with the ability to establish credibility with executives

Preferred Skills:

• Familiarity with customer lifecycle management methodologies
• Experience conducting QBRs and delivering ROI-driven customer insights.
• Knowledge of SaaS metrics such as ARR, NRR, churn, and expansion.
• Prior experience in strategy consulting

Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Company events
• Dental care
• Paid time off
• RRSP match
• Wellness program

Application question(s):

• Have you previously managed a portfolio of B2B accounts, including renewals, QBRs, and upsell opportunities?
• Are you comfortable troubleshooting basic software or integration issues for clients?

Experience:

• Customer Success within a SaaS company: 2 years (required)
• CRM software: 2 years (required)

Work Location: Hybrid remote in Calgary, AB T2G 1R7