Customer Success Manager
Pontosense
full-time
Posted on:
Location Type: Hybrid
Location: Toronto • Canada
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Job Level
About the role
- Own successful adoption.
- Lead kickoff conversations and establish clear success criteria with customers before deployment begins.
- Identify risks and resolve them early.
- Detect friction points in usage and drive resolution with context and recommendations.
- Align internal teams.
- Act as the translator between Sales, Product, and Engineering so decisions reflect real-world usage.
- Track outcomes, not just tasks.
- Monitor account health and adoption signals, adjusting approach to reach successful deployment.
- Turn experience into repeatability.
- Document patterns, refine onboarding playbooks, and help define scalable processes based on real customer behaviour.
- Guide implementation decisions.
- Help customers integrate the product into their workflows, ensuring it becomes part of daily operations, not just installed.
Requirements
- 1–3 years of experience in Customer Success, Operations, Project Coordination, or similar client-facing role.
- Strong organizational thinking — you can structure ambiguous situations.
- Comfortable leading conversations and asking clarifying questions.
- You care about understanding why things work, not just executing steps.
- Interested in improving processes and systems.
- Comfortable operating where the structure is still forming.
Benefits
- Competitive compensation and performance-based growth opportunities.
- Comprehensive health and wellness benefits.
- Flexible, hybrid work environment that values autonomy.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
organizational thinkingleadershipcommunicationproblem-solvingprocess improvementcustomer successproject coordinationclient-facingadaptabilityanalytical thinking