Client Success Manager

Symplicity

. Build and maintain trusted client relationships throughout the customer lifecycle .

Posted 9/28/2026full-timeRemote • CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Client Management, with a strong focus on onboarding, implementation, and product support in a SaaS environment. Proficient in translating client needs into actionable solutions while fostering relationships and enhancing customer experience.

Highest-signal resume keywords

Customer Success ManagementSaaS Environment ExperienceClient Relationship BuildingData AnalysisBilingual Communication (English and French)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingImplementationProduct SupportData AnalysisWorkflow UnderstandingKPI EstablishmentTechnical Concept CommunicationProblem-SolvingDigital LiteracyCustomer Advocacy

Soft Skills

Interpersonal SkillsOrganizational SkillsSelf-MotivationCollaborationCustomer-Focused Mindset

Tools & Technologies

SymplicityOrbisSaaS PlatformsDatabases

Industry Keywords

Higher Education SectorPost-Secondary InstitutionsClient EngagementCustomer ExperienceCross-Sell Opportunities

About the role

Key responsibilities & impact

Build and maintain trusted client relationships throughout the customer lifecycle
Act as a strategic advisor to help clients define goals, establish KPIs, and achieve measurable outcomes using Symplicity and Orbis solutions
Support onboarding, implementation, adoption, and optimization of products and services
Facilitate discovery workshops and client meetings to understand challenges, workflows, goals, and requirements
Translate client business requirements into actionable recommendations and map solution capabilities to client needs
Provide guidance and frontline support for product questions, challenges, and workflow issues
Help clients adopt new product features, functionality, and best practices
Communicate technical concepts to non-technical stakeholders
Collaborate with Product, Development, Support, Implementation, and internal teams on customer feedback and requirements
Identify opportunities to improve product usability, functionality, adoption, and customer experience
Proactively identify at-risk clients and develop engagement and satisfaction strategies
Identify upsell and cross-sell opportunities and collaborate with Account Executives
Develop client success stories, case studies, references, and customer advocacy initiatives
Encourage engagement through webinars, roadshows, training, community initiatives, and feedback sessions
Improve knowledge bases, customer resources, training materials, and support documentation
Participate in building a customer community
Work with Billing to resolve billing, invoice, and sales quote issues
Maintain proactive communication with clients and internal stakeholders
Manage priorities independently and improve processes and customer outcomes
Travel periodically for client meetings, onsite training, conferences, and other business activities
Perform other duties as assigned

Requirements

What you’ll need

Bachelor's degree, college diploma, or equivalent professional experience
Experience in Customer Success, Client Management, Account Management, Product Support, Implementation, Onboarding, or a similar customer-facing role
Experience working in a software or SaaS environment is highly desirable
Experience working with post-secondary institutions, universities, colleges, or the higher education sector is considered a strong asset
Strong digital literacy and willingness to learn new technologies and software platforms
Ability to understand data, workflows, and technology and their impact on business and customer processes
Ability to understand and communicate technical concepts to non-technical audiences
Strong analytical and problem-solving skills
Excellent verbal and written communication skills
Strong relationship-building and interpersonal skills
Customer-focused mindset
Highly organized, detail-oriented, self-motivated, and able to manage multiple priorities
Flexible and collaborative approach to cross-functional teamwork
Ability to work independently and contribute effectively as part of a team
Comfortable working in a fast-paced environment and meeting deadlines
Willingness to travel periodically for client meetings, training, and conferences
Experience with databases, data analysis, SaaS platforms, or other technology solutions is an advantage
Professional communication in both English and French

Benefits

Comp & perks

Collaborative and supportive workplace culture
Employee wellbeing initiatives
Professional development opportunities
Community involvement opportunities
Team engagement opportunities
Flexible choice to work remotely or from the Hamilton office
Opportunities for in-person collaboration and team engagement