Senior Customer Success Manager
New
Canada (excluding Quebec)Full-TimeSenior
Salary87500 - 95000 CAD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- SalesforceRESTful APIsCRM
Requirements
- 3+ years of experience in Customer Success, Account Management, or a similar role within a SaaS or technology environment
- Strong technical aptitude with the ability to understand and troubleshoot APIs, webhooks, and integration-related topics
- Experience working with CRM or Customer Success tools such as Salesforce, Gainsight, or equivalent platforms (a plus)
- Excellent communication and relationship-building skills, with the ability to influence senior stakeholders
- Strong analytical mindset with a data-driven approach to managing account health and performance
- Comfortable working independently in a remote and asynchronous environment while maintaining strong collaboration with teams
- Ability to think strategically while also executing tactically in a fast-paced environment
- Interest or experience working with AI-driven tools is an advantage
- Familiarity with the promotional products or creative agency industry (bonus)
- Ability to build basic proof-of-concept solutions (bonus)
Responsibilities
- Serve as the primary strategic partner for a portfolio of enterprise customers, driving engagement, retention, and long-term success
- Lead onboarding, training, and ongoing enablement for new and expanding enterprise accounts
- Conduct regular business reviews to align customer goals with platform capabilities and identify opportunities for deeper adoption
- Act as a technical advisor for API and webhook integrations, troubleshooting issues and supporting solution design discussions
- Monitor customer health, identify churn risks, and proactively drive expansion and upsell opportunities
- Gather and translate customer feedback into actionable insights for Product and Engineering teams
- Collaborate cross-functionally with internal teams to improve customer experience and optimize success processes
- Contribute to internal initiatives aimed at improving scalability, automation, and efficiency within Customer Success workflows
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