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

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