ZerotoOne Strategic

Customer Success Manager

• Own the client journey post-sale, onboarding, engagement, and retention
• Set clear expectations, build trust quickly, and become a strategic partner to each client
• Proactively identify risks and prevent churn through timely check-ins and milestone management
• Help build the CS function from the ground up, establish SOPs, workflows, reporting tools, and automation to support long-term scale
• Collaborate with leadership to co-design the client lifecycle, NPS loops, and referral programs
• Track key client milestones (e.g., SR&ED submissions, grant deadlines) to ensure timely and accurate delivery
• Serve as the connective tissue between clients and our internal teams (e.g., technical writers, funding analysts)
• Use tools like HubSpot, Notion, and Google Workspace to manage performance and visibility across accounts
• Identify opportunities for upsell, cross-sell, and referrals based on client needs and lifecycle stage
• Provide feedback loops to the sales, marketing, and services teams to improve the customer experience

IT Support

• Prepare clear, defensible responses to CRA Requests for Information (RFIs)
• Draft technical narratives and supporting materials that reinforce the validity of claims under review
• Act as the primary technical voice in audit defense, collaborating closely with financial and tax counterparts
• Develop reusable frameworks, templates, and technical collateral to strengthen client audit readiness
• Capture lessons from past audits and maintain a knowledge base of audit defense strategies and best practices
• Partner with the Financial Audit Manager and VP of Tax to represent clients in CRA discussions
• Help clients understand audit requirements and guide them in gathering technical evidence
• Track all active audits, including key dates, risks, and response statuses; escalate issues with recommended mitigations
• Provide leadership with insight into audit trends and outcomes; ensure technical positions are clear, defensible, and audit-resistant

Customer Success Manager

Technical Audit Manager