Customer Success Manager
3 weeks ago
Overview Our client is an innovation-driven SaaS and AI technology company enabling organizations to scale intelligently through advanced edge computing, video and voice AI, automation, and real-time data insights. They’re expanding their presence in Kanata and seeking a Senior Customer Success Specialist to ensure our customers achieve exceptional value and long-term success. Role Summary As a Senior Customer Success Specialis t, 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 Kanat a, collaborating directly with customers and internal teams. What You’ll Do Customer Relationship & Success Manageme nt 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 opportunitie s. Revenue Growth & Upse ll 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 m lik ing.
Process, Enablement & Knowledge Development Develop and maintain the client’s Customer Success Playbo ok, continuously improving processes and best practice s. Actively contribute to clients' Help Cent er, producing and updating customer educational content. Gather customer insights and feedback to guide Product and Engineering. Support customer education through webinars, workshops, and onsite session s.
What We’re Looking For Bachelor’s degree requi red (Engineering degree is a strong asse t). 4–5 years of experie nce in Customer Success, Account Management, or Post-Sales roles within SaaS, AI, cloud, or high-growth tech environme nts. Demonstrated success managing enterprise accounts and driving upsell opportunities.
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. Stro ng analytical ski ll s, with the ability to interpret customer data and usage insights. Exceptional communication, relationship-building, and presentation abilities. Proficiency with CRM and CSM platforms Ability to collaborate effectively across Sales, Product, and Engineering.
Seniority level Mid-Senior level Employment type Full-time Job function Customer Service, Sales, and Information Technology Industries Information Services #J-18808-Ljbffr
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