162 Customer Relationship Management jobs in Canada

Job Description

We are looking for multiple (3) Customer Success Engineers for our client looking to build out a brand new team! This is a remote position, with a company based in Vancouver. Our client is a rapidly growing software development company.

You Have:

• 2+ years of Customer Success Management, Consulting or Project delivery for a global B2B tech, SaaS or enterprise software business
• Analytical: Strong analytical skills with an aptitude for translating quantitative and qualitative customer data into action plans.
• Technology and systems: Comfortable with the following software: JIRA, Microsoft 365, Salesforce, Atlassian
• Experience onboarding customers and participating in pre-sales meetings

Bonus points if you have:

• Knowledge of Directory services (DirSync, AADSync, Active Directory / domains) and messaging platforms (platforms (e.g.: Office 365, Exchange, G-suite, Lotus Notes, GroupWise, Zimbra, etc.)

Perks:

• Competitive Salary!
• Health and dental benefits
• Plenty of vacation time
• Opportunity for career progression
• Completely remote work!

If this role sounds like something you might be interested in, please click apply!

Job Description

Salary: 40k-43,500

About us:

Cira Apps Limited is a SaaS company with solutions that enhance Office 365 productivity for iPhone and Android business users. CiraSync, the flagship product, is used by more than 12,000 companies to provide productivity gains and cost savings of contact and calendar automation.

Cira Apps Ltd is a B2B provider of high-quality enterprise software, and our customers are businesses around the world that range in size from 10 to 10,000+ employees. Our team is smart, humble and focused on customer delight. Our current NPS score is 73 and that's excellent. We have great products that our customers love.

Role Overview

As a Customer Success Manager at Cira Apps, youll be the trusted guide for our customers, ensuring they unlock the full potential of our solutions while achieving their own goals. This role combines strategic thinking, problem-solving, and a customer-first mindset to deliver exceptional experiences and drive mutual success.

What Youll Do

As a Customer Success Manager, youll play a vital role in our customers journey. Heres how youll make an impact:

• Be the primary point of contact for assigned customers, ensuring they feel supported
• Collaborate with customers to understand their unique challenges and objectives, crafting tailored solutions to help them be successful
• Lead onboarding and implementation sessions, ensuring a seamless transition and quick adoption of our software
• Proactively monitor customer health and engagement, identifying opportunities for growth and potential risks
• Deliver training and resources to empower customers
• Partner with sales and product teams to share customer insights that drive product improvements and expansion opportunities
• Use data-driven insights to create success strategies and demonstrate ROI to stakeholders

What you'll bring

Were looking for someone who thrives on creating meaningful connections and delivering value. Heres what makes you a great fit:

• Bachelors degree preferred or equivalent work experience
• You have a track record of success in a Customer Success Manager, Account Management, or related field. SaaS experience preferred
• You are customer obsessed and strive to deliver exceptional customer experiences
• Excellent communication and organizational skills
• You have experience dealing with multiple decision-makers
• You have strong data analysis skills, with the ability to source and interpret data and take actions based on the insights derived from them
• You have excellent time management skills, with the ability to prioritize tasks
• Youre a problem solver with the ability to innovate and analyze alternative solutions
• Youre detail focused and execute with excellence while owning the outcome
• Knowledge and experience leveraging CRM tools, Salesforce.
• Knowledge and experience leveraging Microsoft 365

Bonus points if youre bilingual and can support our diverse customer base

Why Join Us?

At Cira Apps, our mission is to simplify and streamline the way businesses manage contacts. As part of our team, youll work in a supportive, innovative environment where your contributions make a real impact. We value collaboration, creativity, and the unique perspectives our team members bring.

Cira Apps is committed to a diverse and inclusive workplace. Cira Apps is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify us at

Job Description

About Us:

A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team. With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work:

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

• One team, One mission
  Our collective dedication to Nitro's mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
• Own it
  We take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
• Accountable to our customers
  We are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
• Excellence in execution
  Driven by passion and precision, we exemplify excellence in our delivery with innovative, top-quality results.
• Be bold, fail fast, learn faster
  We learn as we grow, dare to try, and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

The Role:

The Enterprise Customer Success Manager (CSM) is a customer-facing professional who will lead the post-sales lifecycle for Nitro's portfolio of business customers. The CSM will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly.

As the "voice of the customer" for Nitro, the CSM must be an active listener and strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives.

Responsibilities:

• Serve as the primary post-sales point-of-contact for Nitro's portfolio of Enterprise business customers (100-130 accounts)
• Drive engagement & adoption to cultivate customer partnerships
• Own customer satisfaction and retention among a portfolio of business accounts
• Proactively work directly with a diverse portfolio of business customers, typically within IT, interacting with various levels of management ranging from Directors to C-level executives
• Ensure a successful onboarding and Nitro rollout among new customers
• Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
• Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle
• Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs

Success Criteria:

• Strong commitment to ensuring customers' business objectives are achieved
• Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
• Ability to effectively manage customer expectations and create realistic expectations
• Strong communication skills, both written and verbal, with excellent attention to detail
• Proactive, positive, self-starter with a passion for continually improving the processes around you
• Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
• Ability to work in a team-based, collaborative environment

Requirements:

• Bachelor's Degree or equivalent work experience
• 3-5 years of experience in B2B account management, customer support, customer success or consulting roles
• Commitment to Nitro's mission and values
• Travel up to 10% of the time

Nice to have:

• Proficiency in additional languages desired (not required)

Why Nitro?
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:

Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.

Hybrid Work
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.

Benefits:
Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.

#LI-DK1 #LI-Hybrid

Job Description

About veritree:

veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of global restoration efforts from the ground up. We are a small team on a big mission to plant 1 billion verified trees by 2030 with our community of businesses, planting organizations, and consumers who believe in the transformative power of verified restoration projects to create real and meaningful impact for the planet, nature, and people.

veritree is seeking a proactive and detail-oriented Customer Success Coordinator to join our growing Customer Success team. In this role, you will support a team of Customer Success Managers (CSMs) and their portfolio of clients ranging from SMB to Enterprise, as well as an Account Executive and their network of resellers. You will play a crucial part in ensuring the smooth operation of customer support activities, helping to drive client satisfaction and retention. We pride ourselves on delivering exceptional customer experiences and building long-lasting partnerships with our clients and reseller network.

6 Month Key Outcomes:

• Deliver on and try to exceed service level agreements we have promised to our customers.
  Success: 2 hour response time within business hours, next business day response outside of business hours, lower # of touchpoints required to resolve a question or issue.
• Alleviate the administrative workload of our Customer Success Managers and Reseller sales team members.
  Success: Internal teams will evaluate if their support needs are being met.
• Contribute to overall CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score) rating by supporting CSMs and reseller teams to service our customers.
  Success: Improvement in CSAT and NPS metrics.

Key Responsibilities

• You will manage legacy tree processes, including document review, legacy site setup, and processing legacy tree orders.

• You will assist with creating proposals, contracts, and addendums for clients and resellers.

• You will coordinate the setup of Impact Hub accounts, including creating usernames and passwords, performing resets, and providing ongoing support.

• You will create, iterate, and update content within the Impact Hub CMS to ensure clients have access to the latest resources and information.

• You will maintain and update customer indexes (planting site, reporting, and marketing file management) and CX documentation, ensuring all information is accurate and up to date.

• You will set up and manage customer data and tasks in HubSpot and Asana for onboarding, renewals, and post-renewal processes.

• You will collaborate with partner marketing teams to support joint initiatives and communications.

• You will support Reseller Account Executives and Customer Success Managers in managing their portfolios, coordinating communications, scheduling meetings, and preparing reports.

• You will triage and respond to customer and reseller queries via email, chat, and phone, ensuring timely and accurate resolutions.

• You will identify opportunities to streamline support processes and enhance the customer experience.

• You will work cross-functionally with Product, Sales, and Technical Support teams to resolve complex issues and deliver a seamless customer journey.

• You will compile and analyze customer feedback and support metrics to identify trends and areas for improvement.

Requirements

Professional Requirements:

• 1-3 years of experience in a similar role.
• Excellent proficiency in Excel and/or Google Sheets.
• Proficiency in office software (e.g., Microsoft Office, Google Workspace, etc.).
• Experience with NetSuite, HubSpot, or other ERPs/CRMs is an asset.

Personal Strengths:

• Strong organizational and multitasking skills with the ability to prioritize tasks in a fast-paced start-up environment.
• Excellent communication and interpersonal skills, with the ability to work independently and as part of a team.
• Problem-solving and critical thinking abilities, with strong judgment and decision-making skills focused on continuous improvement.
• A proactive mindset with a strong sense of urgency and the ability to anticipate challenges.
• High attention to detail and accuracy, contributing to cross-functional collaboration and group success.

Benefits

• Extended healthcare plan
• Generous paid days off
• Ability to work remotely
• Opportunities for training and development
• Employee discounts at tentree

A typical hiring range for this position is $55,000 - $65,000 CAD per year with the final salary offer based on your qualifications, job-related skills, and relevant experience. In addition, veritree's total rewards offering also includes a variable bonus, comprehensive benefits, a certified inspiring workplace, and exclusive perks to reward your exceptional performance and contributions.

veritree is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. All employment is decided on the basis of qualifications, merit, and business needs

Job Description

Job Summary:

The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.

Job Description

The Customer Success Specialist manages a set of assigned accounts to help promote a high level of customer satisfaction, successful product use, and customer retention. They are the primary contact for customers, they understand customer success criteria, address questions, resolve issues and over time serve as a trusted RQ product advisor to help each customer reach their specific goals.

What you'll be doing:

25% - Get Customers Where They're Looking to Go

• As an RQ product and solution expert you take ownership of your customers and their success
• You successfully uncover what metrics each customer is measuring, and you'll use your knowledge of our software to help them achieve maximum value
• Proactively provide continuous insight into best practises (incl. marketing analytics, use of product features etc.), and ways customers can hit their individual targets, metrics, and user experience goals
• Have an eye for marketing and technical details - you understand technical subjects, and communicate them to our customers in non-technical terms

25% - Provide Proactive Service & Solve Problems Before They Happen

• You identify and resolve potential customer issues before they do. You will anticipate client needs and provide valuable insights to stop problems before they happen
• Stuff happens - Resolve issues with the help of the Technical Support team in a timely manner (based on defined SLAs), and expand RQ products use throughout the account
• You will respond to customer requests and issues as the highest priority (within defined SLAs)
• Provide admin training on customer's request, and when new features are released

25% - Drive Retention Rates & Build Your Accounts

• Maintain high customer renewal rates as a result of ongoing customer engagement and technical leadership
• Capture and maintain current customer accounts, and work with your sales team to identify growth opportunities
• Work with our sales and accounting teams to accurately renew yearly customers by ensuring all details are accurately captured and communicated

25% - Onboard New Customers

• As an RQ product and solution expert, you understand your customer's requirements; you recommend options to create the best user experience for their users; and then setup the system that delivers beyond customer's expectations
• Use your project management skills! You'll drive our new projects by capturing and implementing each customer's specific requirements. They have go-live targets, and it's your job to hit them
• Capture and document each specific customers requirements and setup. It's your job to set up the next Customer Success Specialist to deliver value, so ensure they know what's important to each customer, and what's included in their individual setup

Success Metrics, and What We'll Measure:

• Retention rate we want to partner with our customers for the long run
• Proactive engagement helping our customers be successful in meeting their targets
• Onboarding time - Effectively onboard customers into RQ Products as per agreed delivery schedule
• Build your territory - Contribute to growth your customer value; build your territory customer base by getting referred to potential customers; and identify potential accounts in your network

Job Type : Full time

Shift & Schedule :

• Workday: 9:00 am 5:00 pm, in office 3 days a week.
• After-hours work may be expected to hit your customer targets

Remuneration :

• Salary (base): $55,000 - $0,000 per year; On-Target Earnings: 60,000 - 70,000, uncapped
• Commission: Percent (%) of the Annual Contract Value (ACV) onboarded and retained
• Health benefit account ( 2,500)

Job Description

Salary:

About Trellis

Trellis is a B2B SaaS company that provides an AI-powered software platform for eCommerce merchants to generate more demand for their products. We use the latest advancements in artificial intelligence and automation to drive profitable sales for our clients. Our software platform currently supports marketplaces like Amazon and Google Shopping.

As a Customer Success Specialist you will be responsible for leveraging data-driven insights to optimize client success across e-commerce advertising platforms, specifically Amazon Ads. You will collaborate closely with clients, customer success teams, and product stakeholders to provide actionable analytics and strategies that improve customer satisfaction, performance, and ROI. Your role will bridge the gap between data analysis and customer success, helping clients achieve their business objectives while ensuring they fully understand and utilize the available tools and strategies.

Key Responsibilities:

• Brand Performance Analysis: Regularly analyze client data, including campaign performance across platforms like Amazon and Walmart, to identify trends, insights, and opportunities for optimization.
• Strategic Recommendations: Develop data-driven strategies and actionable insights for clients, advising them on how to enhance campaign performance and meet business goals through effective use of advertising tools, particularly Amazon Ads.
• Cross-Channel Insights: Use your expertise in e-commerce and digital marketing to understand how performance in Amazon Ads impacts results across other channels. Provide clients with holistic, cross-channel performance analysis and recommendations.
• Communication & Reporting: Ensure clear and proactive communication with clients regarding their data insights, campaign performance, and growth opportunities. Prepare and deliver regular performance reports, including weekly recaps and customized insights based on client needs.
• Client Success & Support: Partner with client-facing teams to understand client business objectives, ensuring that data analysis aligns with these goals and drives customer satisfaction throughout onboarding, engagement, and renewals.
• Product Insights & Feedback: Serve as the voice of the customer in internal discussions related to product and technology improvements, using data to highlight customer pain points, feature gaps, and opportunities to enhance the user experience.
• Stay Informed on Industry Trends: Keep abreast of the latest trends and features in e-commerce advertising, particularly Amazon Ads, and apply this knowledge to improve customer strategies and performance.
• Data Governance & Reporting: Ensure the accuracy, consistency, and security of all customer-related data, and collaborate with internal teams to manage and streamline data administration and reporting processes.

Desired Skills & Qualifications:

• Proven experience in data analysis, preferably within the e-commerce or digital marketing industries.
• Strong proficiency in analytics tools like Excel, SQL, etc. is an asset.
• Familiarity with Amazon Ads and Walmart Ads is a plus.
• Excellent communication skills, with the ability to translate complex data insights into actionable recommendations for clients.
• Experience working in a customer-facing role, particularly in a customer success or account management capacity.
• Strong problem-solving skills and the ability to think strategically about client needs and performance optimization.
• Attention to detail, with a focus on accuracy and data integrity.

Why Join Us? As a Customer Success Specialist, youll be at the intersection of data and customer success, empowering clients with the insights they need to succeed in a competitive e-commerce landscape. Youll work with cutting-edge tools and collaborate with a dynamic, customer-centric team. Were looking for someone passionate about data, customer success, and e-commerce innovation to help drive results and continuous improvement for our clients.

Benefits of Working at Trellis

Opportunity to join a rapidly growing technology start-up based in Canada

Competitive stock option plan

Comprehensive healthcare benefits

Flexible work hours and remote work opportunities

Reimbursed health and wellness expenses

Annual holiday shutdowns

Job Description

Job Summary:

The Customer Success Lead will oversee and assist customer success employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints.

• Help build the infrastructure and standard operating procedures for the department
• Help create company guidelines particularly related to quality of service
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Hire entry-level customer success employees.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Organize and oversee the schedules and work of the department.
• Conduct performance evaluations that are timely and constructive.
• Handle discipline and termination of employees as needed and in accordance with company policy.
• Monitor or review calls or other correspondence between representatives and customers.
• Ensure that representatives are informed about changes to company products and services.
• Collect data and prepares reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success teams performance.
• Assist with budget preparation for the Customer Success department.
• Perform other related duties as assigned.

• Bachelor's degree in business, technology or similar
• At least five years of customer success experience required.
• At least two years of experience in a supervisory role preferred.
• At least two years of experience in customer service or customer success in the manufacturing industry
• Excellent communication and presentation skills
• Must be personable and enjoy working with people in an entirely customer-facing role
• Knowledge of project management/delivery methods and tools
• Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Food & Beverage or Consumer Packaged Goods domain preferred
• Experience with Salesforce (or other CRM) desired
• Ability to travel (job requires up to 30% travel)
• Comfortable working as needed in a remote environment with video-conferencing tools
• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Extensive knowledge of customer service procedures and principles.
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanour.
• Ability to coach and mentor customer success representatives.