Customer Success Manager owning onboarding, retention, and expansion for Optix clients. Supporting smarter, automated coworking and flex - space operations through CRM and community tools.
About the role
- Senior Partner Success Manager driving strategic bank partnerships for FISPAN’s embedded banking SaaS. Improving onboarding, adoption, retention, support satisfaction, and partner revenue.
Responsibilities
- Lead and manage partner accounts in relation to platform and operational priorities
- Collaborate with internal stakeholders to prioritize and deliver partnership improvement programs
- Develop and nurture strategic partner relationships as the main point of contact
- Coordinate monthly and quarterly business reviews
- Lead partner communications regarding critical service-availability incidents
- Define success metrics and develop joint business plans with partners
- Assess partner progress, address challenges, and identify improvement areas
- Plan, execute, and monitor changes to client support and onboarding processes
- Guide partner internal teams in supporting FISPAN products and services
- Coordinate and deliver training sessions, webinars, and workshops
- Track and report partner performance metrics, including revenue, customer acquisition, and retention
- Identify business development opportunities and platform needs and inform the product roadmap
- Advocate for partners within FISPAN and represent their voice in internal decisions
- Provide weekly updates to the executive team on account activity
- Provide initial product and informational support to customers
- Escalate bugs and issues through relevant internal channels
- Act as a subject matter expert on the platform, products, and services
- Address user questions regarding the product and platform
- Drive time-to-revenue, onboarding, retention, adoption, and support-satisfaction outcomes
Requirements
- 5+ years of experience in Customer Success Management or Account Management
- Experience with B2B Platforms
- Bachelor's degree in Commerce, Information technology, or related field
- Ability to maintain composure in stressful situations
- Ability to respond to customer needs quickly and effectively
- Ability to adapt to change and be comfortable with ambiguity
- Ability to oversee and coordinate multiple projects or initiatives
- Detailed-oriented approach to completing tasks, responsibilities, and commitments timely
- Excellent communication skills for value-based emails and concise presentations
- Understanding of business performance metrics
- Experience interpreting data analytics and deriving customer-value insights
- Strong customer-focused mindset
- Ability to work proactively and independently
- Strong prioritization and follow-through
- Empathy and sensitivity when responding to challenges
- Professional verbal and written communication under pressure
- Analytical ability to identify and comprehend complex problems
- Ability to understand technical concepts and explain them to others
Benefits
- Semi-annual bonus program
- Equity grants
- Modern MacBook and Apple equipment
- Downtown Vancouver office with coastal views
- Access to building fitness center
- Work-From-Anywhere policy
- Generous benefits
- Family leave top-up program
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs and leadership series
- Career development support
- Wellbeing and personal growth support
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Client Success Specialist onboarding and supporting agents on myAbode’s Canadian real estate transaction platform. Training users, resolving platform issues, and feeding product improvements.
Customer Success Manager guiding merchants and developers through TrackingMore API integrations. Driving adoption, retention, and product feedback for CWILL’s eCommerce tracking suite.
Project Manager delivering Fluency for Imaging implementations for Jacobian, an AI radiology technology company. Coordinating integrations, customer adoption, and go - live delivery across healthcare systems.
Bizdev and partner success manager selling and owning monetization partnerships for BlueThrone, which acquires and scales product - market - fit mobile apps. Negotiating deals, coordinating implementation, and growing partner performance end to end.
Scale Customer Success Manager driving adoption, retention, and expansion for LawVu’s AI - native legal operations platform. Managing remote customer portfolios, digital success programs, renewals, and upsell opportunities across the United States and Canada.
Junior Client Experience Manager retaining and growing Gateway accounts for Capital Economics, which provides independent macroeconomic and thematic insights. Managing renewals, engagement, upsells, and client relationships through CRM and data analysis.
Independent lifestyle and success partner supporting personal development clients through remote coaching programs. Attracting prospective clients via social media within a global, performance - based community.
Customer Success Lead scaling enterprise adoption, retention, and expansion for Ribbon’s voice AI recruiting platform. Building scalable CS processes while managing strategic customers in Toronto’s hybrid environment.
Customer Success Manager guiding enterprise staffing and recruitment firms using Bullhorn’s cloud software. Driving adoption, retention, operational improvements, and strategic outcomes across complex customer portfolios.