Customer Success Manager

Location: Fully Remote - Canada, Eastern Time Zone

Department: Customer Success & Support

Reports To: Head of Product

Our client is a leading Project Portfolio Management (PPM) platform designed to help organisations manage projects, resources, and collaboration efficiently. Their innovative software provides real-time visibility, enabling businesses to streamline their project execution, governance, and reporting all within a single platform.

As they continue to grow, they are looking for a Customer Success Manager to join their team remotely in Canada, to help our customers maximize the value of the platform through outstanding support, training, and account management.

This is a fully remote role open to candidates in Canada within the Eastern Time Zone.

Role Overview

As a Customer Success Manager you will play a crucial role in ensuring that customers have a seamless and valuable experience using the platform. You will be responsible for customer onboarding, support, application training, and ongoing success management to help organisations achieve their project management goals with the platform.

This role is ideal for someone with strong communication skills, experience in SaaS customer success or implementation, and a customer-first approach. Experience working with project teams, PMOs, or enterprise applications is an asset.

Key Responsibilities

Customer Success & Account Management

Build strong relationships with key customer stakeholders, ensuring they gain maximum value from the platform.
Lead client onboarding processes, ensuring smooth adoption of the platform by guiding new customers through initial setup, best practices, and platform configuration.
Monitor customer adoption and usage trends, proactively addressing concerns and identifying opportunities to increase customer value.
Collaborate with internal teams to support strong ongoing customer relationships and renewals.
Gather customer feedback and work with product teams to drive platform improvements.

Customer Support & Issue Resolution

Provide first-line support to customers via email, chat, and video calls, ensuring prompt issue resolution.
Troubleshoot technical issues related to the platform and escalate complex cases when necessary.
Work closely with internal product and development teams to ensure customer concerns are addressed efficiently.

Customer Training & Enablement

Deliver virtual training sessions to customers on the platform’s features, best practices, and new functionalities.
Create help guides, training materials, and video tutorials to enhance customer self-sufficiency.
Conduct customised onboarding sessions for new customers, ensuring they are equipped to use the platform effectively.

Required Skills & Experience

Enterprise Client Management: Proven experience working directly with large enterprise customers and senior stakeholders in a B2B environment.
Strong Communication & Customer Engagement: Ability to communicate confidently with senior enterprise stakeholders, explain technical concepts clearly to non-technical users, and build strong relationships across multiple levels of an organisation.
Written Communication & Presentation Skills: Strong ability to craft clear, professional documentation and deliver engaging training sessions.
Enterprise / PMO Exposure: Experience working with or supporting project teams, PMOs, or enterprise applications is an asset.
Support & Troubleshooting: Experience in customer support, application troubleshooting, and issue resolution.
Training & Enablement: Proven experience in conducting training sessions, workshops, or software demos.
Account Management: Ability to proactively engage with customers, track their needs, and provide strategic guidance on using the platform effectively.
Technical Aptitude: Comfortable using SaaS applications and learning new technologies quickly.
Learning Agility: Highly self-directed and motivated to develop deep product knowledge quickly, combining formal training with independent learning.
Flexible Hours: With clients in US and Europe time zones, the role will require support outside of standard UK Business Hours on occasion. Flexible working arrangements ensure staff are able to offset these ad hoc hours across the week.

Preferred Qualifications

3+ years of experience in customer success, support, or training within a SaaS, PPM, or project management-related company.
Familiarity with PPM tools such as Jira, Monday.com, Asana, or Microsoft Project.
Experience working with enterprise customers in a B2B environment.
Understanding of agile and waterfall project management methodologies.
Proficiency in Microsoft 365 and collaboration tools.
Must have the right to work in Canada.
Spanish language fluency is an asset, but not a requirement