Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal)
Drive activation and ensure customers achieve first value in a timely manner
Monitor customer health using usage data and lifecycle signals, proactively mitigating risk
Execute targeted interventions based on customer health (e.g., Red/Yellow/Green)
Support structured onboarding and guide customers through Velixo Academy and training resources
Ensure smooth handoff from Sales and/or Partners into onboarding
Collaborate with partners to support shared customers, adapting to different delivery models
Support renewal processes through proactive engagement and early risk identification
Identify opportunities for customer advocacy and communicate feedback to Product and internal teams
Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment
Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.

5+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment
Strong ability to communicate complex ideas clearly to both technical and non-technical audiences
Experience working with customer data (usage metrics, engagement signals) to drive decisions
Ability to manage multiple priorities across a portfolio of customers
Strong problem-solving and critical thinking skills
Comfortable working in a fast-paced, evolving environment where processes are being built and refined
Collaborative mindset with the ability to work cross-functionally with Sales, Support, Product, and Partners
Advanced proficiency in Microsoft Excel or similar tools for analysis; experience with ERP/accounting systems is highly valued

Competitive salary
Comprehensive benefits package, including: Group health insurance
RRSP match (up to 6% of base salary)
Remote work environment
Career growth opportunities in a rapidly expanding company
A dynamic and supportive team that values innovation, collaboration, and customer success

Customer Success Manager

Key skills