Customer Success Manager
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Job Description
Customer Success Manager for Axya's procurement platform serving manufacturing industry. Overseeing end-to-end project management and customer operations across Canada and the USA.
Responsibilities:
- Project-manage onboarding end-to-end: ERP integration coordination, buyer training, supplier onboarding waves
- Set deployment KPIs at kickoff (PO volume, active suppliers, active buyers) and track weekly to steady-state
- Coordinate across support, product, and engineering to unblock issues proactively
- Understand each customer’s procurement operation from the inside
- Redesign workflows, not just train on features
- Drive stakeholder alignment at multiple levels
- Conduct onsite visits to build trust, observe reality firsthand, and accelerate adoption
- Run data-driven Business Reviews with quantified ROI narratives
- Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause
- Monitor health signals and intervene before risk escalates
- Own renewals with structured intervention
- Identify expansion signals, build the business case, and bring in Sales at the right moment
Requirements:
- 3–5+ years in B2B SaaS CS, account management, implementation, or project management in an operationally complex vertical
- Genuine domain expertise in manufacturing, supply chain, or procurement
- Strong project management
- Technical fluency
- Change management instincts
- Commercially sharp
- Comfortable traveling for onsite customer visits across Canada and/or the USA
- Excellent English · French a strong plus
- Nice to have: ERP or supply chain platform experience · AI or automation workflow exposure · BI/SQL comfort · CRM/CSP familiarity
Benefits:
- Health insurance
- Professional development opportunities
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