Partner Success Manager driving PMI product growth, client acquisition, and B2B account expansion in Canada. Managing strategic accounts, regional plans, executive relationships, and partner networks.
About the role
- Customer Success Specialist driving renewals, retention, and expansion for Texada’s equipment-management SaaS platform. Managing account health and NRR across enterprise and mid-market customers.
Responsibilities
- Own Net Revenue Retention across a dedicated customer portfolio, including retention, expansion, and renewal outcomes
- Monitor account usage and health signals to prioritize proactive outreach based on risk and growth potential
- Run regular check-ins and health conversations with users and decision-makers
- Lead renewal conversations, secure renewals, minimize downsell, and address pricing or contract concerns
- Identify, qualify, and close expansion opportunities involving add-on modules, user-tier increases, and additional product adoption
- Partner with Sales on expansion deal support
- Identify underutilized features and route activation and enablement work to Adoption Specialists
- Track adoption outcomes and incorporate them into customer relationships
- Contribute to scaled outreach such as campaigns, webinars, and guides
- Collaborate with Product, Support, Adoption Specialists, Sales, Marketing, and Delivery/PRO
- Track KPIs including NRR, retention, expansion, customer coverage, and adoption activity
Requirements
- 4+ years of experience in Customer Success or Account Management, focused on enterprise and mid-market customers
- Experience owning renewals, expansions, or account-based growth targets, ideally with direct NRR or retention accountability
- Ability to work strategically with Product, Sales, Marketing, Adoption Specialists, and Delivery/PRO
- Proven ability to manage multiple accounts in a fast-paced SaaS environment
- Specialist customer experience experience requiring some escalation handling
- Strong relationship management skills
- Ability to engage with management and individual contributors across the customer organization
- Familiarity with the heavy equipment industry is a plus
- Authorized to work in Canada without restriction or sponsorship
Benefits
- Hybrid work environment with primarily remote work
- Equal employment opportunities
- Inclusive and accessible workplace
- Recruitment process assistance and accommodation support
Job title
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Experience level
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Degree requirement
No Education Requirement
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