Principal Client Success Manager (SaaS)

Location: Onsite at the Waterloo, Ontario, Canada office.

Salary: CAD 110,960–160,960 annual base salary plus bonus; actual salary may vary based on education, experience, skills, location, and internal and external market factors.

Company

Global information management software and services organization focused on AI-driven digital transformation, cloud solutions, and enterprise information management.

What you will do

• Guide strategic enterprise clients through sales handover, onboarding, adoption, expansion, renewal, and retention.
• Build relationships with business, technical, and executive stakeholders and act as the primary post-sales contact and trusted advisor.
• Develop and execute Client Success Plans aligned with client objectives, success measures, and measurable outcomes.
• Drive solution activation, adoption, value realization, usage growth, and platform utilization across SaaS clients.
• Monitor usage analytics, engagement trends, adoption metrics, and lifecycle indicators to identify risks and opportunities.
• Lead Executive Business Reviews and strategic planning while coordinating with account teams, Professional Services, Support, Product Management, and reseller partners.

Requirements

• Bachelor’s degree in business, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• 5+ years of experience in Client Success, Account Management, Client Experience, SaaS Consulting, or a similar customer-facing role.
• Experience with cloud technologies, SaaS platforms, subscription-based business models, or digital transformation initiatives.
• Proven experience managing strategic enterprise or Fortune 1000 accounts in a SaaS environment.
• Demonstrated success driving solution adoption, usage growth, retention, and business value realization for enterprise clients.
• Experience developing and executing Client Success Plans focused on client objectives and measurable outcomes.
• Strong understanding of customer health metrics, adoption indicators, KPIs, business value measurement, and success tracking.
• Excellent communication, presentation, and stakeholder management skills, including engagement with Director, Vice President, and C-level audiences.
• Ability to influence cross-functional teams without direct authority, manage competing priorities, navigate complex situations, and develop mitigation and recovery strategies.
• Experience using data and insights for client conversations, decision-making, and success planning, together with strong analytical, problem-solving, organizational, and relationship management skills.
• Comfort operating in a growing environment where processes, tools, and best practices continue to mature.

Nice to have

• Certifications in Customer Success, Organizational Change Management such as Prosci, Project Management, Business Consulting, or related disciplines.
• Experience with Customer Success platforms, CRM systems, and analytics tools such as Gainsight, Salesforce, Pendo, or ClientSuccess.
• Experience leading Executive Business Reviews, value realization reviews, and strategic account planning discussions.
• Experience with partner, reseller, or channel-driven business models and lifecycle-based Customer Success methodologies.
• Experience developing client-facing presentations, dashboards, executive reporting, and business outcome summaries.
• Experience with Information Management, Content Management, Human Capital Management, or related enterprise software.

Culture & Benefits

• Inclusive, innovative, and customer-focused workplace.
• AI-first, cloud-focused environment centered on digital transformation and information management.
• Benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off.
• Variable and commission compensation opportunities may be available for eligible roles.
• Reasonable accommodation is available during the application and recruiting process.