Customer Success Manager - Mid Market

New

Must be physically based in the United States or CanadaFull-TimeMiddle

Salary$85,000–$95,000 CAD

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Job Details

Experience: 2–3+ years
Required Skills: Project ManagementData AnalysisCustomer SuccessAccount Management

2–3+ years of experience in a B2B SaaS customer-facing role such as Customer Success, Account Management, or Consulting.
Demonstrated success managing customer relationships, renewals, retention, and/or expansion within a SaaS environment.
Experience owning commercial or performance targets using customer metrics.
Strong strategic thinking and commercial awareness with ability to manage risk.
Excellent relationship-building, communication, presentation, and consultative problem-solving skills.
Strong program and project management skills for coordinating resources across multiple internal teams.
Proficiency with data analysis using dashboards, customer health metrics, and usage data.
Ability to work autonomously in a remote-first environment.
Experience with accounting software or accountancy technology market is preferred.
Ability to travel approximately 5–10% of the time.

Develop and own success strategies for a portfolio of mid-market customers, prioritizing actions based on customer health and growth potential.
Manage renewal and retention strategies, identifying churn risks and developing mitigation plans.
Identify and drive cross-sell and upsell opportunities to increase product usage and customer value.
Build trusted relationships with stakeholders through consultative problem-solving.
Advise customers on industry best practices and translate product roadmap capabilities into business value.
Monitor usage data and customer feedback to advocate for customer needs internally.
Coordinate cross-functional resources to maintain a consistent customer lifecycle experience.

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