Customer Success Manager

• Lead Process Automation’s Software transformation from a traditional software and project business into a subscription-led, customer value enterprise.
• Own the strategy, commercialization, and execution required to transform the global software installed base into a connected ecosystem that continuously delivers measurable customer outcomes through software, data, and services.
• Accountable for accelerating Annual Recurring Revenue (ARR) growth by converting perpetual customers to subscription models, connecting customer operations through Digital Prime, and building a world-class Customer Success organization that maximizes adoption, retention, expansion, and lifetime value.
• Redefine the relationship between Honeywell and its customers—from selling software once to delivering operational outcomes throughout the asset lifecycle.

Senior Director, ARR Transformation, Customer Success

• Provide post-implementation application support, leading optimization and advisory services
• Own client outcomes, lead health checks and roadmap discussions
• Translate platform capabilities into business use cases
• Identify and design repeatable service offerings and improvements
• Collaborate with internal teams for client value

Senior Consultant – Dynamics 365 Customer Engagement

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.

Senior Customer Success Manager

• Manage a pooled portfolio of customers across multiple segments and lifecycle stages.
• Drive customer adoption, engagement, retention, value realization, and growth opportunities.
• Monitor customer health signals, usage trends, risks, and opportunities across the portfolio.
• Identify at-risk accounts early and coordinate mitigation plans.
• Support renewal readiness and contribute to retention efforts.
• Identify opportunities for customer growth and expansion where appropriate.
• Ensure customers are achieving meaningful outcomes and realizing value from our solutions.
• Help define and operationalize our approach to serving pooled customers at scale.
• Design and execute customer engagement programs including webinars, office hours, enablement campaigns, lifecycle communications, adoption initiatives, and success content.
• Create repeatable customer journeys, plays, templates, and engagement strategies.
• Leverage segmentation, automation, and customer insights to deliver the right engagement at the right time.
• Measure program effectiveness and continuously improve based on customer outcomes and business impact.
• Help build the foundation for a scalable Customer Success model.
• Develop and refine playbooks, lifecycle strategies, health scoring frameworks, and customer segmentation approaches.
• Identify opportunities to improve efficiency, consistency, and customer outcomes.
• Contribute to reporting, operational processes, and success metrics.
• Partner with leadership to help shape how Customer Success evolves as the organization grows.
• Capture customer feedback, trends, friction points, and product enhancement opportunities.
• Act as a voice of the customer internally.
• Identify customer advocates, references, and success stories.
• Surface customer insights that influence product direction and business decisions.
• Partner closely with Product, Support, Sales, Marketing, and Professional Services teams.
• Coordinate customer risk mitigation and success initiatives.
• Contribute to a seamless and consistent customer experience across the customer lifecycle.
• Maintain accurate customer data, engagement tracking, and account documentation.
• Use CRM, Customer Success, and analytics platforms to drive prioritization and decision-making.
• Manage competing priorities effectively in a high-volume environment.
• Use data and insights to identify trends, opportunities, and areas requiring intervention.

Digital Customer Success Manager

• Provides leadership across CRM, contact centre, and member insights-related teams and resources, including coaching, development, and performance management. Establishes clear direction, priorities, and expectations aligned to enterprise objectives, fostering a high-performing, collaborative environment focused on member outcomes, innovation, and continuous improvement. Ensures work is executed in accordance with organizational policies, standards, and priorities.
• Executes and operationalizes the enterprise CRM strategy, translating strategic direction, into roadmap delivery and business outcomes. Leads the implementation and evolution of CRM as a technology capability that supports member acquisition, engagement, retention, and service delivery. Develops and executes lifecycle-driven engagement programs and ensures CRM delivers coordinated, data-informed experiences across channels, journeys, and touchpoints. Identifies opportunities to enhance CRM capabilities and drives delivery of new features and functionality that improve how members interact with Tru Cooperative Bank. Integrates AI-enabled capabilities and strategies into the CRM platform, ensuring AI is leveraged to enhance personalization, engagement, operational effectiveness, and member experience outcomes.
• Executes the strategy, implementation, and enhancement of Dynamics 365 Contact Center as the enterprise assisted-service channel. Leads the build-out of unified voice and digital engagement across channels with AI-enabled routing, and advances self-service and agent-assist capabilities to improve resolution, productivity, and member satisfaction. Monitors assisted-service performance, including service levels and member experience.
• Executes member-data and insight capability on Dynamics 365 Customer Insights, establishing a unified single view of the member that powers segmentation, predictive insight, and personalized engagement. Ensures this profile is the trusted data foundation for CRM, the contact centre, and Marketing, and partners with Marketing to connect it to real-time journey orchestration.
• Works cross-functionally across IT and stakeholders to develop and maintain a comprehensive CRM and member engagement platform roadmap that translates strategic direction into prioritized initiatives and outcomes. Ensures alignment of roadmaps and backlogs across multiple squads and teams, extending beyond individual product management to enterprise-level coordination. Accountable for the ongoing evolution, scalability, and effective utilization of the Microsoft Dynamics 365 platform, including CRM, Contact Center, and Customer Insights capabilities.
• Ensures CRM priorities, backlogs, and delivery outcomes are aligned with business needs and informed by frontline insights. Provides direction across teams to ensure consistent prioritization and delivery toward enterprise value. Acts as an escalation point to resolve misalignment between business requirements and platform capabilities.
• Provides leadership in the integration of CRM and member engagement capabilities across business units, systems, and channels to enable a unified and consistent member experience. Establishes and maintains governance frameworks to ensure CRM processes, member data, and workflows are aligned, standardized, and consistently applied across the organization. Ensures the integrity, quality, and effective use of CRM data to support a reliable enterprise member view and informed decision-making.
• Provides leadership in the identification, prioritization, and development of new and enhanced capabilities across CRM, contact centre, and member insight platforms, ensuring these interconnected capabilities evolve cohesively to support both member experience and operational effectiveness. Evaluates emerging technologies and opportunities, including AI-enabled capabilities, to continuously evolve these platforms and their collective impact.
• Builds and maintains strong relationships with leaders, frontline teams, and Centres of Expertise to ensure CRM and member engagement initiatives reflect business needs and deliver value. Maintains strong feedback loops with end users and promotes adoption and effective use of platform capabilities across the organization. Provides clear communication on strategy, roadmap, and changes to ensure alignment and engagement.
• Ensures CRM and member engagement initiatives deliver measurable outcomes, including improvements to member engagement, retention, and long-term value. Establishes and governs the performance and measurement framework, including key performance indicators, usage metrics, and reporting, to support informed decision-making and continuous optimization.

Director, Dynamics CRM – Member Engagement

• Lead and scale the regional Customer Success organization.
• Build and execute the customer success strategy aligned with Sales, Product, Support, and Marketing.
• Ensure customers achieve measurable business outcomes through adoption and success planning.
• Personally engage with executive sponsors on strategic accounts and renewal opportunities.
• Lead, coach, and develop a team of Customer Success Managers focused on delivering exceptional outcomes.
• Collaborate with EMEA Customer Success leadership to define and implement best practices worldwide.
• Drive renewals in collaboration with Sales and identify upsell opportunities through strong customer relationships.

Director, Customer Success - NAMER, APAC

• Own the full post-sale customer journey, from onboarding and launch through adoption, renewal, and expansion.
• Help customers successfully implement Ribbon by understanding their hiring goals, workflows, team structure, and success metrics.
• Drive product adoption through training, best practices, regular check-ins, and clear plans that help customers get measurable value.
• Monitor account health, usage, feedback, and customer sentiment to proactively identify risks, resolve issues, and uncover growth opportunities.
• Partner closely with Sales, Product, and internal teams to support renewals, share customer insights, and improve the overall customer experience.

• Provide specialized expertise in customer success management and customer relationship optimization
• Execute customer success programs, onboarding initiatives, and customer engagement activities
• Support customer health monitoring, success metrics tracking, and customer journey optimization
• Develop and maintain customer success processes, documentation, and best practices
• Coordinate customer success communications, outreach programs, and relationship-building activities
• Assist with customer feedback collection, analysis, and insights development
• Support customer training programs, educational initiatives, and success enablement activities
• Execute customer success reporting, performance analysis, and customer health assessments
• Coordinate with sales teams and account management for customer success alignment and support
• Provide customer success consultation and support to customers and internal stakeholders
• Support customer success technology platforms, CRM management, and system optimization
• Assist with customer success process improvements, quality assurance, and operational excellence
• Coordinate with cross-functional teams to optimize customer experience and success outcomes
• Provide operational support and consultation to customer success management and leadership
• Other specialized customer success and customer relationship management responsibilities as assigned

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions.
• Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals.
• Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers.
• Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion.
• Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health.
• Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers.
• Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

Digital Customer Success Lead

• Design and optimize the end-to-end post-sales (Customer Success) customer journey across onboarding, adoption, renewal, and expansion.
• Build and own the Customer Success operating system, creating scalable processes that improve retention, expansion, forecasting, and operational efficiency.
• Evaluate, implement, and optimize the Customer Success technology stack, driving adoption and enablement across the team.
• Develop and continuously improve customer health scoring frameworks, risk indicators, and expansion signals.
• Build and own recurring forecasting programs and target setting for customer retention and expansion, ensuring leadership has accurate visibility into business performance.
• Create scalable account planning and risk management programs for Float's largest customers.
• Partner with Customer Success leadership to define CSM workflows, operating rhythms, success metrics, and performance measurement.
• Translate complex and fragmented customer data into clear recommendations and actionable insights for Customer Success and GTM leadership.
• Partner cross-functionally with RevOps, Product, Finance, Sales, and Data teams to improve systems, reporting, customer handoffs, and operational efficiency.
• Identify opportunities to automate manual work and streamline workflows so Customer Success Managers can spend more time driving customer value.
• Establish reporting, dashboards, and operating cadences that help leadership make faster, data-informed decisions.

Senior Customer Success Operations Manager

• Own adoption, satisfaction, and retention metrics for Enterprise and Key accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact (e.g., time-to-market, rework reduction, margins)
• Execute onboarding plan and rollout strategy in collaboration with Customer Engineering Advisors
• Build and maintain strategic relationships across customer stakeholders
• Lead structured executive business reviews that translate CoLab usage to measurable outcomes and business impact
• Coach customers to take ownership of their outcomes and proactively challenge the status quo to unlock ROI
• Manage project timelines, stakeholders, and implementation milestones in a structured way to maximize product adoption & customer value
• Drive outcomes with a bias for urgency, balancing quality execution with time-to-value
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Partner with Customer Engineering Advisors and champions to define enablement strategies for driving process change in the context of an engineering organization’s existing workflows and toolsets
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow
• Manage risk with urgency and drive accountability across internal teams

• Administrer le CRM — paramètres de sécurité, gestion des accès, rôles et profils utilisateurs, audits, accès aux applications tierces, mises à jour, etc.
• Agir comme référence de première ligne pour le dépannage
• Créer et mettre à jour la documentation relative aux processus, politiques, configuration des applications natives
• Créer des rapports, tableaux de bord et processus afin d'assurer une veille permanente sur la qualité et l'intégrité des données ainsi qu'aider les utilisateurs à concevoir et gérer leurs rapports
• Identifier et assurer le suivi des problèmes système jusqu'à leur résolution
• Améliorer l'expérience utilisateur en déployant de nouvelles fonctionnalités et en optimisant celles existantes
• Demeurer à l'affût des nouveaux paramètres et fonctionnalités Salesforce afin d'informer et de recommander des améliorations système
• Travailler sur des projets de développement (nouveaux objets personnalisés, conception de flows simples, processus d'approbation, etc.) dans le but d'optimiser les processus d'affaires

Administrateur CRM – Salesforce

• Serve as a trusted advisor to pharmacy customers across Western Canada
• Provide proactive guidance to optimize use of McKesson Pharmacy Technology Solutions
• Conduct operational assessments and business reviews for improvement opportunities
• Deliver exceptional customer service and resolve product-related concerns
• Conduct training programs for customers in both virtual and in-person formats

• Own the growth strategy across a portfolio of SMB customers
• Analyze customer health and product adoption to prioritize outreach
• Execute scalable, data-driven engagement strategies
• Partner with customers to increase product adoption and business outcomes
• Build trusted customer relationships through personalized engagement

Customer Success Manager – Growth

• Serve as the primary relationship owner for 1–3 client engagements simultaneously
• Maintain client trust at the working level — know your stakeholders, understand their business, and be the person they call when something feels off
• Drive alignment between client expectations and what Very can actually deliver
• Escalate early and with a recommendation — never let a problem become a surprise
• Own the profitability of your engagements — understand margin, monitor burn, and proactively flag risk
• Write and negotiate Statements of Work for new phases and follow-on engagements
• Identify expansion opportunities within existing accounts and close them
• Participate in the sales process for new opportunities
• Accountable for the health of delivery on your engagements — scope, schedule, and quality
• Make tradeoff calls with confidence; bring options, not just problems
• On smaller engagements (≤ $250–400K, single workstream, small team): run the cadence yourself — standups, sprint planning, milestone reviews
• On larger engagements: partner with a PM who runs execution; you shift altitude to steering, scope management, and client strategy
• Coach team members on what it means to work in a client services organization — communication, expectation management, escalation
• Model the standard for how Very engages with clients

Client Engagement Lead

• Be the go-to person for a portfolio of retail and hospitality brands
• Help brands get real value out of Marsello
• Review customer health data and prevent churn proactively
• Turn data into clear, actionable advice for brands
• Run video calls with customers to share best practices in loyalty, email, and SMS marketing
• Champion customers internally and celebrate their wins
• Keep CRM notes sharp and up to date
• Gather feedback and feature requests for the Product team
• Be a trusted voice for beta features and early access programs
• Answer customer questions with speed and care
• Run product training sessions when needed
• Stay on top of the latest in marketing and customer success best practice

• Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth.
• Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.
• Monitor account health, manage by exception, and focus efforts where they will have the highest impact.
• Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
• Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.
• Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.
• Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.
• Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.
• Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model
• Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions
• Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption
• Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities
• Support customers in achieving their goals through structured success journeys and best practice guidance
• Identify and escalate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage
• Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage
• Contribute to the development and optimization of scaled CS programs, content, and automation workflows
• Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience

Customer Success Manager, CX

• Establish a trusted adviser relationship with your portfolio of high-value accounts, integration partners, and key stakeholders, ensuring Clio’s products and services are closely aligned with customer business goals.
• Use AI-powered analytics, usage metrics, and industry benchmarks to present insights that drive actionable next steps.
• Facilitate executive-level business reviews to align with customer goals, measure ROI, and reinforce Clio’s value proposition.
• Maintain high levels of customer engagement and satisfaction, with a focus on adoption and workflow optimization to drive strong renewal and upsell outcomes.
• Drive team success metrics and recommend strategies to increase customer ROI, usage, and adoption of Clio’s offerings and services.
• Coordinate engagement between critical accounts, Product Management, Sales Engineering, and other functions to investigate and evaluate future needs, advocating for customers while balancing business priorities.
• Develop an expert understanding of Clio’s products and services to proactively recommend solutions aligned with customers’ strategic goals.
• Leverage AI-driven insights and predictive analytics to identify opportunities for growth, workflow optimization, and risk mitigation, aligning Clio’s AI-powered solutions with customers’ strategic objectives.
• Partner with Product and Data teams to provide feedback on AI features, ensuring they enhance legal workflows and deliver measurable ROI.
• Act as a thought leader for AI adoption in legal practice management, guiding customers through change management and driving successful integration.
• Proactively drive team initiatives, and portfolio insights, identifying opportunities and solutions at both the team and cross-functional level.
• Interpret customer data, feedback, and inputs to relay opportunities across departments.
• Coach and support fellow team members to build a culture of excellence and continuous improvement.

Customer Success Manager jobs in Canada

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Senior Director, ARR Transformation, Customer Success

Senior Consultant – Dynamics 365 Customer Engagement

Senior Customer Success Manager

Digital Customer Success Manager

Director, Dynamics CRM – Member Engagement

Director, Customer Success - NAMER, APAC

Customer Success Manager

Customer Success Manager

Digital Customer Success Lead

Senior Customer Success Operations Manager

Senior Customer Success Manager

Customer Success Manager

Administrateur CRM – Salesforce

Customer Success Manager

Customer Success Manager – Growth

Client Engagement Lead

Customer Success Manager

Customer Success Manager

Customer Success Manager, CX

Senior Customer Success Manager