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 managing the operational execution of North America renewals. Collaborating with CSMs and procurement teams for effective contract management.
Responsibilities
- Own the renewal contract lifecycle from CSM handover through to signature.
- Build the contract from the agreed terms and uplift, and chase it through close.
- Independently manage renewals for single-project and lower-touch accounts end to end, including setting the renewal amount, initiating customer outreach, and closing without CSM involvement.
- Act as the main point of contact for customer procurement teams.
- Manage security reviews and engage Legal when terms, redlines, or compliance questions require it.
- Own the CRM as the source of truth for renewals: maintain deals, stages, close dates, and forecasting in HubSpot.
- Forecast the renewals book and report on progress, commit, and at-risk renewals.
- Run a proactive renewals cadence.
Requirements
- Experience managing SaaS renewals, contracts, or commercial operations, ideally with B2B or public-sector customers.
- Strong CRM discipline, with hands-on HubSpot experience including pipeline management and forecasting.
- Comfort working with procurement and legal processes, security reviews, and vendor assessments.
- Highly organized and proactive, able to manage a large volume of deals and keep every renewal on schedule.
- Clear, plain-language communicator who can work with non-technical government stakeholders.
Benefits
- Paid birthday leave annually
- Professional development reimbursement
- 4 weeks annual paid vacation
- RRSP/401k matching
- Annual wellness reimbursement
- One-off home office allowance
- Generous paid parental leave options
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