Customer Success Manager
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Job Description
Customer Success Manager responsible for building and scaling Customer Success at Velixo. Focused on guiding customers through onboarding, adoption, and renewal processes with a collaborative mindset.
Responsibilities:
- Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal)
- Drive activation and ensure customers achieve first value in a timely manner
- Monitor customer health using usage data and lifecycle signals, proactively mitigating risk
- Execute targeted interventions based on customer health (e.g., Red/Yellow/Green)
- Support structured onboarding and guide customers through Velixo Academy and training resources
- Ensure smooth handoff from Sales and/or Partners into onboarding
- Collaborate with partners to support shared customers, adapting to different delivery models
- Support renewal processes through proactive engagement and early risk identification
- Identify opportunities for customer advocacy and communicate feedback to Product and internal teams
- Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment
- Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.
Requirements:
- 5+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment
- Strong ability to communicate complex ideas clearly to both technical and non-technical audiences
- Experience working with customer data (usage metrics, engagement signals) to drive decisions
- Ability to manage multiple priorities across a portfolio of customers
- Strong problem-solving and critical thinking skills
- Comfortable working in a fast-paced, evolving environment where processes are being built and refined
- Collaborative mindset with the ability to work cross-functionally with Sales, Support, Product, and Partners
- Advanced proficiency in Microsoft Excel or similar tools for analysis; experience with ERP/accounting systems is highly valued
Benefits:
- Competitive salary
- Comprehensive benefits package, including: Group health insurance
- RRSP match (up to 6% of base salary)
- Remote work environment
- Career growth opportunities in a rapidly expanding company
- A dynamic and supportive team that values innovation, collaboration, and customer success
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