Samster, Konkel & Safran Law Offices

Customer Success Manager

Samster, Konkel & Safran Law Offices

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$70,000 - CA$80,000 per year

About the role

  • Own the full customer journey from onboarding to renewal and expansion
  • Serve as the strategic advisor and daily point of contact for your accounts
  • Deliver tailored onboarding experiences and platform training to enterprise users
  • Use tools like Hubspot, Mixpanel, and Intercom to monitor health, identify risk or expansion opportunities, and log insights
  • Analyze customer trends and data to inform success plans and streamline SOPs
  • Facilitate feedback loops with product, sales, and support teams based on customer needs
  • Proactively drive customer engagement, success reviews, and retention initiatives
  • Advocate for your customers internally, ensuring their voice is heard throughout the organization

Requirements

  • 3+ years in a Customer Success, Account Management, or Customer Strategy role (SaaS or tech startup experience strongly preferred)
  • Proven success managing business relationships with mid-size and enterprise customers
  • Strong technical acumen—comfortable navigating software platforms and explaining technical concepts to non-technical users
  • Experience supporting the public sector, security, or global organizations is a plus
  • Familiarity with success metrics like NPS, Net Revenue Retention, and churn reduction
  • Ability to balance strategic thinking with hands-on execution
  • Excellent communication and presentation skills across all levels of an organization
  • High emotional intelligence and empathy-driven decision making
  • Located in Canada with the ability to travel up to 20% for customer meetings or company events.
Benefits
  • Competitive compensation and free access to a health benefits package, including dental, extended health, vision care, and a health spending account
  • Opportunity to participate in our employee stock option plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer journey managementonboardingdata analysisSOP streamliningcustomer engagementsuccess metricsNPSNet Revenue Retentionchurn reductiontechnical acumen
Soft Skills
strategic thinkingcommunication skillspresentation skillsemotional intelligenceempathy-driven decision makingrelationship managementcustomer advocacyfeedback facilitationhands-on executionproactive engagement