Customer Success Manager

Kindsight

Customer Success Manager ensuring customer satisfaction and growth at Kindsight. Building relationships and providing strategic guidance in the fundraising technology space.

Posted 5/1/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$55,000 - CA$90,000 per yearWebsite

About the role

Key responsibilities & impact

Build and maintain strong relationships with customers, serving as their trusted advisor and advocate within the company
Drive customer retention and growth among our customers by understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission
Proactively monitor customer usage and satisfaction, analyzing data and feedback to identify trends and insights to enable successful adoption of our products
Maintain a regular cadence of communicating with customers to provide expert coaching to enable them to maximize the value they derive from our products
Identify opportunities to upsell or cross-sell additional products or services to customers, driving revenue growth
Identify at-risk customers and develop strategies to mitigate churn, including proactive outreach and intervention
Create positive experiences for customers that drive a positive Net Promoter Score (NPS)
Identify opportunities for customers to act as Kindsight advocates to provide testimonials, case studies and references
Marshall resources across the iWave teams as needed to support customers’ needs
Represent the voice of the customer to better inform our sales process and product roadmap
Some travel to conferences and customer sites may be required

Requirements

What you’ll need

Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience).
3+ years in Customer Success, Relationship Management, Partner or Account Management in a SaaS environment
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels
Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges.
Analytical mindset, comfortable working with data to derive insights and make data-driven decisions.
Curiosity, willingness to learn and ask questions of the customer.
Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously
Proven success in driving customer retention and expansion
Familiarity with Salesforce, Gainsight, MS Office and Google Suite
Passion for delivering exceptional customer experiences and driving long-term customer success
Experience working with and a passion for non-profit organizations
Empathetic, positive attitude with a desire to help our customers reach their goals
Results-driven mentality, with a bias for speed and action.

Benefits

Comp & perks

Health insurance
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successrelationship managementaccount managementdata analysisproblem-solvingcustomer retentionupsellingcross-sellingdata-driven decision makingproject management

Soft Skills

communicationinterpersonal skillsrapport buildingcuriositydetail-orientedorganizedempathypositive attituderesults-drivenproactive