Customer Success Manager supporting public - sector organizations using SymPro treasury management software. Managing relationships, renewals, migrations, and expansion across US and Canadian customers.
About the role
- Customer Success Manager helping DemandBridge software customers improve adoption, retention, and account growth. Managing diverse portfolios and shaping Customer Success practices within a small team.
Responsibilities
- Develop a strong understanding of each customer’s goals, operations, challenges, and measures of success
- Build trusted relationships with stakeholders ranging from small business owners to senior enterprise leaders
- Serve as the main point of contact and trusted advisor for assigned accounts
- Adapt communication and approach to each customer’s needs and experience level
- Help customers use DemandBridge’s platforms effectively by turning product capabilities into practical solutions
- Identify and develop upsell and cross-sell opportunities based on genuine customer needs
- Spot churn risks early using product data, usage trends, and customer health indicators
- Partner with Sales, Professional Services, and Support to provide a coordinated experience from onboarding through renewal
- Track Customer Success metrics including product usage, NPS, CSAT, renewals, churn risk, and account growth
- Use CRM and AI-enabled Customer Success tools to prioritize outreach and guide account strategy
- Bring actionable customer feedback to Product, Support, and Leadership
- Improve team processes, playbooks, and Customer Success practices
Requirements
- Two to five years of experience in Customer Success, Account Management, or a related customer-facing role, ideally within SaaS
- Experience managing a portfolio that includes both enterprise and small or medium-sized customers
- Proven ability to build trust with stakeholders at different levels of an organization
- Strong communication skills and ability to explain complex products or issues clearly
- Experience identifying and closing upsell or cross-sell opportunities
- Strong organizational skills and ability to manage competing priorities
- Experience with a CRM such as Salesforce or HubSpot
- Confidence using data to guide decisions
- Experience with distributor software or distributor-based business models strongly preferred
- Knowledge of Customer Success measures such as NPS, CSAT, churn, and net revenue retention strongly preferred
- Experience improving processes within a growing Customer Success team strongly preferred
Benefits
- Remote work in Canada or the United States
- AI-powered interview tools support a consistent and thorough candidate experience
- Alternative accommodations available at any stage of the recruitment process
- Diverse, equitable, and inclusive workplace
- Collaboration with Sales, Product, Support, Professional Services, and company leadership
- Opportunity to directly influence customer satisfaction, retention, and growth
- Opportunity to shape Customer Success practices within a small team
- Opportunity to build deep expertise in platforms supporting complex operations across several industries
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Degree requirement
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