Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.

2–5 years of proven experience in customer relationship management or customer service in a B2B environment
Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
Strong results orientation with solid analytical and problem-solving abilities
Good understanding of compliance, supplier management, or health & safety issues (an asset)
Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus

Integrated mental health & wellbeing support
Vacation – starting at 3 weeks
Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
Comprehensive medical and dental coverage
End of the year, company-wide shut down for you to relax and recharge
LinkedIn Learning License for upskilling & development

Customer Success Manager – CSM

Key skills