Customer Success Manager

PSD

. Manage an assigned portfolio of customers and maintain regular engagement .

Posted 10/9/2026full-timeRemote • CanadaJunior💰 CA$65,000 - CA$75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer portfolios and fostering strong relationships to drive software adoption and retention. Proficient in utilizing CRM systems and analyzing customer health metrics to enhance customer experience and satisfaction.

Highest-signal resume keywords

Customer Success ManagementCRM ProficiencyCustomer Relationship BuildingSaaS Product ExperienceOrganizational Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Health MetricsProduct Usage DataAccount ManagementCustomer Retention StrategiesCustomer EngagementBusiness Review FacilitationAction Plan DevelopmentIssue ResolutionCross-Functional CollaborationCustomer Feedback Analysis

Soft Skills

Strong Communication SkillsOrganizational SkillsProblem-Solving AbilityCollaboration SkillsRelationship Management

Tools & Technologies

CRM SystemsBusiness Productivity ToolsCustomer Success Platforms

Industry Keywords

SaaSCustomer SupportPublic-Sector OrganizationsCustomer Success ProcessesCustomer Insights

About the role

Key responsibilities & impact

Manage an assigned portfolio of customers and maintain regular engagement
Develop and maintain strong relationships with customer stakeholders
Maintain accurate customer information, account plans, activities, and next steps in CRM and related systems
Prioritize customer activities based on account needs, objectives, engagement, and risk indicators
Support customers in achieving business objectives through software adoption
Conduct customer meetings, check-ins, and business reviews
Identify opportunities to increase product utilization and engagement
Provide resources, education, and guidance for product adoption
Monitor customer health indicators, product usage, engagement, feedback, and account data
Identify and address or escalate risks to satisfaction, adoption, and retention
Develop and execute customer action plans with internal teams
Support retention and renewal activities with Sales, Account Management, and other teams
Coordinate internal teams to resolve customer questions, concerns, and challenges
Facilitate issue escalation and maintain customer communication through resolution
Follow up on open issues and commitments
Collaborate with Sales, Account Management, Support, Implementation, Product, and other internal teams
Communicate customer feedback, trends, and product needs to internal stakeholders
Contribute customer insights to product, service, and process improvements
Follow Customer Success processes, methodologies, and documentation standards
Contribute recommendations to improve processes, tools, and resources
Participate in initiatives and projects improving customer experience, adoption, and retention

Requirements

What you’ll need

1-3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or another customer-facing role
Strong written and verbal communication skills
Ability to build and maintain effective customer relationships
Strong organizational skills and ability to manage multiple customers, priorities, and deadlines
Ability to identify customer needs, assess issues, and develop appropriate next steps
Ability to work collaboratively with cross-functional teams
Proficiency with CRM systems and standard business productivity tools
Experience working with SaaS or technology products (preferred)
Experience managing a portfolio of customers (preferred)
Experience supporting customer renewals or retention initiatives (preferred)
Experience working with local, state, or other public-sector organizations (preferred)
Familiarity with customer health metrics, product usage data, or Customer Success platforms (preferred)

Benefits

Comp & perks

Comprehensive health and wellness benefits package
Remote work flexibility (specific regional options apply)
Flex Hours
Paid Time Off (PTO)
Summer Fridays—shorter work weeks
Fun social events (both virtual and in-person)
Charity initiatives
Career Framework with clear, structured paths for growth and ongoing learning
Accessibility accommodations during recruitment and selection