Customer Success Manager (14 Month Contract)

TL;DR

Customer Success Manager (SaaS): Building and maintaining relationships with B2B customers using a rewards and recognition platform with an accent on driving adoption, retention, and growth. Focus on monitoring health signals, conducting QBRs, identifying upsell opportunities, and influencing product roadmap through customer feedback.

Location: 100% remote, open to anyone residing and able to work in Canada (Vancouver, British Columbia listed)

Salary: $70,000 - $80,000 CAD

Company

Leading B2B SaaS provider of rewards and recognition platform for organizations to build better cultures and engage workforces.

What you will do

• Act as primary contact for assigned book-of-business, fostering relationships and regular communication.
• Collaborate with Sales, Support, Onboarding, and Product teams for seamless customer experience and issue resolution.
• Proactively engage customers with insights, optimize platform usage, monitor health signals, and identify upsell opportunities.
• Conduct Quarterly Business Reviews (QBRs), achieve high NPS, and drive account growth and retention.
• Handle escalations professionally, act as Voice of the Customer, and relay feedback to product roadmap.
• Drive advocacy, referrals, case studies, and expand book of business creatively.

Requirements

• Able to reside and work in Canada.
• Bachelor's degree in Business Administration or related field (preferred).
• At least 3 years as Customer Success Manager in SaaS environment.
• Great written and verbal communication skills.
• Tech-savvy, proficient with CRM and customer success tools.
• Highly organized, able to manage priorities in fast-paced environment with attention to detail.
• Creative problem-solver comfortable with difficult conversations.

Nice to have

• Bilingual in French or Spanish.

Culture & Benefits

• 100% remote distributed workplace.
• Comprehensive benefits: health, dental, vision, EFAP.
• Flexible paid time off, wellness days, additional paid day off with Bucketlist benefit.
• Home office support and learning & development funding.
• Growth opportunities in high-performing team; Great Place to Work certified.