Customer Success Manager

Ethos - Managed Document Solution, Integration & Automation Specialists

. Provide timely and accurate technical support via phone, email, live chat, and ticketing systems .

Posted 10/6/2026full-timeRemote • Canada, United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for business software, including troubleshooting cloud-hosted applications and utilizing AI tools. Strong ability to foster customer relationships and collaborate with cross-functional teams to enhance user satisfaction and software adoption.

Highest-signal resume keywords

Technical SupportTroubleshooting Software IssuesExperience with CS and CRM ToolsCloud-Hosted ApplicationsCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Software IssuesBusiness Software SupportERP SoftwareField Service SoftwareAccounting SoftwarePayroll SoftwareInterpreting Usage DataAI Tools

Soft Skills

Excellent Interpersonal SkillsListening SkillsWritten Communication SkillsHighly OrganizedSelf-Directed

Tools & Technologies

SalesforceFreshdeskHubSpot

Industry Keywords

Customer SupportClient OperationsSoftware AdoptionKnowledge Base

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

Provide timely and accurate technical support via phone, email, live chat, and ticketing systems
Troubleshoot software-related issues and guide users through solutions
Diagnose and resolve technical and functional software issues
Escalate complex cases to senior technical teams when necessary
Act as the voice of the customer and communicate feedback to product development and sales teams
Maintain accurate records of customer interactions, issues, and resolutions
Contribute to a comprehensive knowledge base
Follow up with clients to ensure satisfaction
Identify opportunities for additional training, support, and software adoption
Foster long-term customer relationships
Collaborate with sales, product, and development teams
Report to the Director of Client Operations

Requirements

What you’ll need

Minimum of bachelor’s degree in business, marketing or English
5+ years supporting or implementing business software; ERP, field service, accounting, or payroll software strongly preferred
Experience troubleshooting cloud-hosted applications using AI tools
Bonus if past experience in driving AI initiatives across CS functions
Comfortable interpreting usage data and translating it into action plans
Highly organized, self-directed, and able to manage competing priorities across multiple accounts
Experience with CS and CRM tools such as Salesforce, Freshdesk, and HubSpot
Excellent knowledge of CS tools like Freshdesk, HubSpot or Salesforce
Excellent interpersonal, listening, and written communication skills

Benefits

Comp & perks

Regular worker status
40 scheduled weekly hours