Customer Success Manager
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Job Description
Customer Success Manager at Samdesk guiding clients through onboarding, adoption, and growth. Ensuring strategic alignment between customer needs and product features to drive meaningful outcomes.
Responsibilities:
- Own the full customer journey from onboarding to renewal and expansion
- Serve as the strategic advisor and daily point of contact for your accounts
- Deliver tailored onboarding experiences and platform training to enterprise users
- Use tools like Hubspot, Mixpanel, and Intercom to monitor health, identify risk or expansion opportunities, and log insights
- Analyze customer trends and data to inform success plans and streamline SOPs
- Facilitate feedback loops with product, sales, and support teams based on customer needs
- Proactively drive customer engagement, success reviews, and retention initiatives
- Advocate for your customers internally, ensuring their voice is heard throughout the organization
Requirements:
- 3+ years in a Customer Success, Account Management, or Customer Strategy role (SaaS or tech startup experience strongly preferred)
- Proven success managing business relationships with mid-size and enterprise customers
- Strong technical acumen—comfortable navigating software platforms and explaining technical concepts to non-technical users
- Experience supporting the public sector, security, or global organizations is a plus
- Familiarity with success metrics like NPS, Net Revenue Retention, and churn reduction
- Ability to balance strategic thinking with hands-on execution
- Excellent communication and presentation skills across all levels of an organization
- High emotional intelligence and empathy-driven decision making
- Located in Canada with the ability to travel up to 20% for customer meetings or company events.
Benefits:
- Competitive compensation and free access to a health benefits package, including dental, extended health, vision care, and a health spending account
- Opportunity to participate in our employee stock option plan
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