Flare

Customer Success Manager

Flare

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

Cyber Security

About the role

  • Serve as a primary point of contact for a pooled book of scaled customers, managing the end-to-end customer lifecycle within defined engagement models
  • Drive onboarding, adoption, and renewal readiness through the development and execution of repeatable success motions, including check-ins, lifecycle emails, and targeted enablement
  • Monitor customer health, usage trends, and risk indicators, proactively addressing issues and escalating when appropriate
  • Execute success plans aligned to customer goals, with a focus on measurable outcomes and platform value
  • Partner closely with Sales, Support, and Product to ensure coordinated customer experiences and clear handoffs
  • Own the retention of the scaled customer segment, actively working with the rest of the scaled team to mitigate churn and drive maximum lifetime value
  • Responsible for identifying expansion, optimization, and upsell signals, follow-up and execution
  • Maintain accurate and timely documentation in HubSpot and customer success tooling to support automation, reporting, and scale
  • Contribute feedback and insights from scaled customers to improve playbooks, lifecycle programs, and tooling
  • Develop foundational cybersecurity and threat intelligence expertise to effectively guide customer conversations

Requirements

  • 5 to 7 years of experience in a Customer Success, Account Management, or customer-facing B2B SaaS role
  • Experience managing multiple customers simultaneously in a scaled, pooled, or high-volume model
  • Familiarity with CRM and Customer Success platforms, HubSpot and ChurnZero experience preferred
  • Strong organizational skills and comfort operating within defined processes and playbooks
  • Ability to identify patterns in customer behaviour and translate them into action
  • Clear, confident communicator with the ability to build trust quickly
  • Interest in cybersecurity and willingness to build domain expertise over time
  • Bilingual English and French is a strong asset
Benefits
  • Competitive salary
  • Bonus structure
  • Stock options
  • Health coverage/insurance
  • Flexible, work from anywhere
  • Unlimited vacation
  • Fun, company events; like “Flamping, curling, rock climbing”, and others
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer lifecycle managementonboardingcustomer health monitoringsuccess plans executiondocumentationcybersecurity expertisethreat intelligence
Soft Skills
organizational skillscommunicationtrust buildingpattern identificationproblem-solving