Aspire Software

Customer Success Manager

Aspire Software

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • Build strong, long-lasting relationships with assigned customers through proactive and ongoing engagement
  • Develop a deep understanding of each customer’s business goals, operational needs, challenges, and success metrics
  • Confidently engage a wide range of stakeholders, from enterprise executives to small business owners, adapting communication style as needed
  • Establish yourself as a trusted, polished, and credible advisor across all customer segments
  • Identify and drive upsell and cross-sell opportunities by aligning DemandBridge solutions to customer needs
  • Own and grow your book of business with accountability for retention and expansion
  • Proactively identify churn risks and partner with internal teams to mitigate issues
  • Support renewal conversations in collaboration with Sales and internal stakeholders
  • Develop deep product knowledge across DemandBridge platforms
  • Translate product capabilities into practical, outcome-driven guidance tailored to each customer’s business
  • Help customers understand how DemandBridge fits into their broader strategy and daily operations
  • Serve as the primary point of contact and internal advocate for assigned customers
  • Bring customer insights, feedback, and trends to internal teams to inform product and service improvements
  • Contribute to the evolution of Customer Success processes, frameworks, and best practices
  • Partner closely with Professional Services to ensure smooth onboarding and implementation transitions
  • Collaborate with Customer Support teams to deliver a consistent, high-quality post-implementation experience
  • Maintain continuity and accountability throughout onboarding, adoption, and ongoing usage
  • Track and report on key Customer Success metrics including product usage, NPS/CSAT, churn risk, ARR growth, and renewals
  • Use data to inform account strategy, prioritize engagement, and demonstrate value internally and externally

Requirements

  • 2–5 years of experience in Customer Success, Account Management, or a related role, ideally within a SaaS environment
  • Proven ability to build trust-based relationships across customers of varying size and complexity
  • Experience managing a mixed book of business, including enterprise and SMB customers
  • Strong product aptitude with the ability to translate features into customer value
  • Demonstrated success identifying and driving upsell and cross-sell opportunities
  • Excellent communication skills—polished, confident, adaptable, and relatable
  • Strong organizational skills and the ability to manage competing priorities
  • Experience using CRM systems and customer success tools (e.g., Salesforce, HubSpot)
Applicant Tracking System Keywords

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

Hard Skills & Tools
Customer SuccessAccount Managementupsell opportunitiescross-sell opportunitiesproduct knowledgedata analysisCustomer Success metricsNPSCSATARR growth
Soft Skills
relationship buildingcommunicationadaptabilityorganizational skillstrust-buildingstakeholder engagementproblem-solvingcollaborationcustomer advocacystrategic thinking