568 Vp Of Customer Experience jobs in Canada

Job Description

Westburne, a Division of Rexel Canada Electrical Inc. is a leading full-service distributor of electrical, automation, distribution, utility and renewable energy products.  Our branches across Canada provide services to a diverse customer base with local access, support and availability for a wealth of products.   At Westburne, we are relentless in our drive to be the best at enhancing the success of our customers by delivering products, services and responsiveness second to none. Our employees enjoy a stable and safe work environment, receive competitive compensation, benefits and pension packages, have access to on-going training and development as well as opportunities for continued growth within the organization. We are currently recruiting for a Customer Success Manager.   Reporting to the Industrial Solutions team, the Customer Success Manager is responsible for selling & delivering on-site services that support customer operations in process and discrete manufacturing.  The Customer Success Manager is a dynamic role with analytical, technical and sales responsibilities. Position Summary This position is responsible for the management and Annual Recurring Revenue (ARR) target associated to all contracts and software subscriptions within portfolio of site-based accounts. The Customer Success Manager takes ownership in individual overall development of technical and commercial skills, utilizing defined competency development and execution plans. This individual needs to demonstrate growth within existing account for both Annual Recurring Revenue (ARR) and general RA business Marketing Competencies: 1. Able to analyze market conditions, develop an annual business plan and coordinate its implementation. 2. Ability to develop and implement strategies to attack competition and grow market penetration 3. Be able to articulate Rockwell Automation’s value proposition in the Services space both commercially and financially. 4. Administer and implement marketing, promotion programs, and product launches for Rockwell Automation’s Services businesses. Sales Leadership Competencies: 1. Responsible for effectively influencing a multi-disciplinary team of people on behalf of customers within assigned portfolio 2. High level of responsiveness to customer issues when they arise 3. Genuine interest in making customers successful – Collaborates with others to reach that goal 4. Strives for quality and optimal customer service 5. Maintains a positive mindset when working in high stress commercial issues 6. Level headed demeanor in a variety of situations dealing with customer expectations 7. Level headed demeanor when facing internal/operational obstacles 8. Promoting customer needs as the key driver for business goals and initiatives 9. Manage multiple streams of work in parallel to achieve objectives 10. Balance customer expectations with profitability requirements Technical Competencies: 1. Comprehending needs and requirements of customers in order to bring strategic value to them 2. Works in complex environments; manages different customer work styles 3. Works on complex issues where analysis of data requires in-depth evaluation of variable factors 4. Exercises judgment selecting appropriate solutions Minimum qualification requirements: 1. University Degree 2. 2-5 years working with customers in a commercial and/or technical capacity 3. Knowledge on how services are organized and delivered 4. Commercial & Financial acumen 5. Independent knowledge in one or more industry/application 6. Leads negotiation conversations with executives 7. Proven written and verbal communication and presentation skills to all levels of the organization up to the Executive level delivering a coherent message about our value proposition Key Responsibilities of an Effective Distributor Customer Success Manager 1. Leverages data and workflow insights to implement Onboarding, Adoption, Expansion, and Renewal strategies tailored to each account in the portfolio. 2. Converts available customer data into tangible value by engaging with Services contracts and software subscriptions. 3. Regularly communicates the value provided to customers through a structured approach, including Business Reviews (BRs) and other communication methods. 4. Consistently meets contract retention targets. 5. Analyzes customer data and insights to suggest modifications or enhancements to existing contracts and subscription scopes that can enhance customer outcomes. Collaborates with Sales to initiate Expansion efforts based on these recommendations. 6. Prepares proposals and quotations, processes purchase orders, and manages invoicing. 7. Utilizes Westburne CRM and ERP systems for transactions with customers and partners. 8. Manages logistics, non-disclosure agreements, contracts, and document organization related to services and contracts. 9. Cultivates a collaborative team environment with Sales, Delivery, and Rockwell Automation sales team members to enhance the customer experience. Works closely with team members to ensure optimal service delivery. 10. Provides feedback to relevant Rockwell Automation teams to ensure customer insights are communicated effectively. How to Apply * If this is the right position for you, click apply. * We thank all candidates for their interest, however, only candidates selected for interviews will be contacted. * If you require any accommodation in the application process, please contact us with the “Need Help” button in Fitzii.

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• 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
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management 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

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• 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
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management 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

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

Salary:

This role is open to remote based candidates based in Canada with a preference for PST/EST

Were looking for aCustomer Success Specialist to join our team and be part of our next stage of growth. As our Customer Success Specialist your top priority is to support our customers during evaluation, implementation and long term adoption of Traction Rec and Salesforce technologies. You will use your industry experience and technology expertise to assist customers managing change, evolving their business process and maximizing their technology investment. You will work cross functionally with our professional services, support and sales teams to enable the success of our customers.

Who we are

At Traction Rec, community is at the heart of everything we do. We empower nonprofit organizations like YMCAs, Jewish Community Centers (JCCs), Boys & Girls Clubs of America (BGCA), and Salvation Army Kroc Centers to strengthen their communities through great technology built on the Salesforce platform. By enabling these organizations to deliver their services more efficiently, we help them focus on creating meaningful connections and driving positive change where it matters most.

We believe that business is a powerful force for good. As part of this belief, weve committed to thePledge 1% for the Planet, dedicating 1% of our time, product, profit, or equity to supporting environmental and community causes. This commitment reflects our dedication to creating a positive impact that extends beyond technology.

Our passion for community and innovation has earned us recognition, including:

• Salesforce Nonprofit Sales Partner of the Year and ISV Partner of the Year
• Globe & Mail's Top Growing Companies of 2024 and 2025
• Deloitte's Technology Fast 50 winner
• Deloitte's Technology Fast 500 winner

At Traction Rec, we live our values:Community, Authenticity, Impact, Fun, and Growth. As a Living Wage Certified employer in British Columbia, we are dedicated to supporting not just the communities we serve but also the people who make it all happenour team.

If youre passionate about making a difference and want to join a company that puts community first, wed love to have you on this journey with us. Together, lets create stronger, healthier, and more connected communities.

Skills

Traction Recrs come from a variety of backgrounds, and we are eager to find people that are from diverse backgrounds. For this role, you might have :

• 2+ years of industry experience in nonprofit, community center or relevant industries or equivalent combination of education and experience
• Experience partnering with stakeholders to match technology solutions to business value
• History of rolling out technology transformation solutions managing change communication, stakeholder training and leadership alignment
• History of managing technology platforms or acting as internal product owner of CRM or similar tools (direct experience with Salesforce is an asset)
• Exceptional interpersonal skills including excellent written and verbal communication skills, and presentation skills
• Strong collaboration and team building skills, with ability to work with all levels and roles of an organization effectively
• Demonstrated ability to independently make informed and effective decisions

What You Will Be Doing

• Leverage people, process and technical delivery to add to value to customer and stakeholder engagements
• Establish relationships with customer stakeholders and executive sponsors and manage those relationships through customer lifecycle as needed
• Drive successful product adoption and growth through managing clients through success plans and tracking efforts and outcomes.
• Identify red accounts and usher resources to address account obstacles through best practices and product solutions to remediate account risks
• Partner with customer support teams to ensure growth and success of our customers
• Become a trusted advisor for new and existing clients
• Manage customer success engagements to identify, solution, and assist implementing new adoption opportunities
• Ability to identify challenges, diagnose issues, provide insights and recommendations, and develop proactive solutions to solve business objectives
• Implement established performance criteria and metrics to measure client health and success
• Partner with sales teams to manage renewal processes with customers
• Identify and mitigate customer renewal risks
• Travel to visit clients onsite (when required)

Compensation

At Traction Rec, we are committed to a fair, market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

The starting salary band for this role is $90,000-$100,000. Starting salaries will vary within this range based on experience, skill level, and internal equity related to the role.

Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.

If youre interested, so are we! Send your resume our way, and lets chat.

At Traction Rec, we believe that diversity and inclusion are essential to our success. We are committed to building a team that reflects the diversity of the communities we serve, and we actively seek and welcome candidates from all backgrounds. Our hiring process is designed to be fair, welcoming, and respectful to all candidates, regardless of race, ethnicity, religion, gender, sexual orientation, age, ability, or any other characteristic protected by law. We believe that diversity brings unique perspectives and experiences that can enhance our team and drive innovation, and we are committed to providing equal opportunity and support to all candidates. We encourage everyone to bring their authentic selves to the interview process and join us in building a diverse and inclusive culture at Traction Rec.

Dont meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. If youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Please note that employment is contingent on the successful completion of background and reference checks.

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• 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
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management 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

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities

Job Description

Job Summary:

This exciting role will be the face of the company for our marketplace and purchase program. The successful candidate must care deeply about solving avoidable wasted food and have excellent Customer Success Lead will manage the online marketplace and work closely with customer’s orders, confirming accuracy, and ensuring vendor commitments in accuracy and pricing. The Lead must also possess strong communication, interpersonal, and organizational skills to interact successfully with vendors, non profit customers and managers in responding to customer inquiries and resolving issues or complaints.

Duties/Responsibilities:

• Conduct demos of our platform to new and existing suppliers
• Account relations - Including assisting with onboarding and troubleshooting.
• Receive, coordinate and process incoming orders in our online platform
• Coordinate and schedule delivery of orders with vendors and non-profits
• Pricing out 3rd party logistics and vendors as needed
• Prepare PO’s, and Invoice customers
• Prepare standard operating procedures, knowledge-based documents such as summaries and responses to frequently asked questions.
• Manage the department and ensure the team complies with company guidelines particularly related to quality of service.
• Train new employees in the company's customer service policies, procedures, and best practices.
• Collect data and prepare reports on customer complaints and inquiries.
• Prepare monthly reports summarizing the assigned customer success team performance.

Required Skills/Abilities:

• Must be personable and enjoy working in a customer facing role with people in nonprofit and for profit organizations
• Strict attention to detail.
• Min 5 years of customer success experience required, preferably in the food industry or Consumer Packaged Goods industry.
• Accounts payable and receivable experience with some knowledge of Xero
• 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 to the technical or management Teams
• Comfortable using and learning software, including Google Suite, MS Office (Excel), ticketing/tracking systems and Salesforce.
• Excellent verbal and written communication skills.
• Ability to problem solve and resolve customer complaints and issues while maintaining a professional and calm demeanour.

Salary: $60,000 + benefits package

Location: Hybrid - Office in Vancouver + Remote (Must reside in British Columbia)

Job Description

Company Description

Assent is the supply chain sustainability management solution for the world’s most responsible, sustainability-focused complex manufacturers. The #1 business risk for complex manufacturers is hidden. Most supply chains were never built with sustainability in mind, and most manufacturers do not have deep visibility into their supply chain risks while outsourcing the majority of their production. Shaped by regulatory experts, customers and suppliers, Assent is the foundation manufacturers need for cross-enterprise sustainability. At Assent, your work will help bring transparency, sustainability, and fairness to the global community. 

We’re one of the fastest-growing technology companies - from $5 million to $0 million ARR in under five years! As the global leader in supply chain sustainability management, we provide transparency into the supply chains of some of the world's largest and most successful companies, including 75 percent of Fortune 500 companies. In our most recent funding round, we raised 350 Million USD in funding led by Vista Equity Partners. This funding will allow us to continue to scale with purpose, and add exceptional talent to our already remarkable team. Assent is the first North American software company to achieve both B Corporation Certification and Advanced Status with United Nations Global Compact. This reflects our deep commitment to embed sustainability not only across our organization, but as part of how we drive positive impacts for our communities and the customers we serve.

Join our Talent Community to stay in touch and learn more!

Position Summary

Customer Success Associate (CSA) will play an integral role in delivering our services to customers on their purchased programs, working with our customers to define and execute on their project plans from start to finish. This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers. The ideal CSA, is highly organized with impeccable attention to detail and excellent interpersonal skills. Overall the CSA responsible for customer health metrics and retention.

Key Requirements & Responsibilities 

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey. Defining compliance programs from start to finish, working with the Program Support teams to execute on tasks required to achieve client milestones; 

• Actively manage the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue.

• Manage an assigned book of business, overseeing the overall Customer Health and associated performance metrics. 

• Participate in and potentially lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews: 

  • Aligns solutions to address customers’ specific challenges, optimizing business value and increasing product adoption;

  • Conduct program reviews to have a deep understanding of the needs, status, gaps and next steps to ensure all client tasks are proactively anticipated and supported. 

  • Analyze program results and supply chain responsiveness to identify additional program strategies and opportunities for improvement with the Program Support teams. 

• Oversee the initial launch of compliance programs with support, engaging with Assent's Professional Services team to ensure quality product configuration during implementation.

• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.

• Coordinate user permissions in the Assent platform with Platform Operations.

• Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.

• Possess beginner regulatory knowledge in order to consult with clients in program direction;

• Work with the team to identify and drive improvements in product offerings, processes, systems, and tools.

• Input and maintain up-to-date communications, conversations, and correspondence with Assent clients in the CRM.

• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs

Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• Good communication skills in English, both verbal and written, with consideration and clarity. Additional languages are a plus.

• Completion of University, College, and/or Post Graduate Certificate in a related field, or equivalent work experience.

• Basic understanding of customer management and/or project management principles.

• Exposure to technology/SaaS and/or Professional Services environments preferred.

• Ability to build relationships in a collaborative environment with various stakeholders.

• Basic time management and organizational abilities, capable of prioritizing tasks.

• Eagerness to learn and stay updated on changing regulations.

• Emotional intelligence, with self-awareness and adaptability.

• Curiosity and problem-solving skills.

• Proactive in understanding and addressing others' needs, with clear communication.

• Team player mentality, willing to assist others and contribute expertise.

• Open to feedback and willing to improve.

• Proficiency in MS Office Suite, Google Applications, and other productivity tools.

At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

• Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.

• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact and we will be happy to help.  

Job Description

Salary:

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to be a global leader in Enterprise Marketing Tech Innovation with a focus on content knowledge graphs. Schema App is proud to call SAP, Wells Fargo, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Schema markup builds knowledge graphs that unlock AI and Search understanding of web content. Our comprehensive end-to-end solution empowers Enterprise Digital Marketing Teams to achieve organic search results, content insights and increased AI efficiency. Our technology is essential with the evolution of AI Search (ChatGPT, AI Overviews, and Gemini).

Visit Schema App at or on LinkedIn.

We are looking to hire a Customer Success Manager to join our growing team. The Customer Success Manager (CSM) serves as the strategic partner and trusted advisor to customers, ensuring they achieve measurable value and long-term success with our solutions. This role is accountable for driving retention, renewal, and expansion by deeply understanding customer goals, fostering strong multi-threaded relationships, and delivering proactive, data-driven support. The CSM also collaborates cross-functionallyespecially with Product and Salesto represent the voice of the customer and fuel continuous improvement and innovation.

Functional Accountabilities

• Own Strategic Relationships with Key Stakeholders: Build and maintain trusted advisor relationships across multiple levels and departments within customer organizations in order to show value, earn trust, and partner to deliver on results. Proactively multi-thread (building relationships with multiple key stakeholders across different levels and functions) ensuring account alignment and mitigating risk; driving both retention and expansion.
• Drive Retention & Customer Health: Monitor customer health, product adoption, and CSAT metrics. Lead proactive outreach and engagement strategies to reduce churn risk and support long-term customer value realization.
• Lead Expansion & Renewal Opportunities: Identify and pursue revenue growth opportunities through increased usage, upsells, and cross-sells. Own and lead renewal strategies, timelines, and conversations, ensuring timely execution, uplift revenue generation and alignment with company goals. Collaborate closely with internal teams to position value and execute account growth and retention strategies.
• Act as an Industry & Product Expert: Maintain deep knowledge of the companys offerings and the customer's industry. Provide insights, strategic recommendations, and best practices to drive innovation and value for the customer.
• Voice of Customer: Partner with internal teams (e.g., Product, Support, Sales, and Marketing) to advocate for customer needs, resolve issues efficiently, and ensure delivery of exceptional customer experiences.

Key Competencies

• Stakeholder Management: Proven ability to build rapport, influence across organizational levels, and manage executive expectations while multi-threading (building relationships with multiple key stakeholders across different levels and functions) effectively to reduce account risk. Ability to map customer goals to product solutions, think long-term with annual roadmap building, and anticipate customer needs.
  
• Customer-Centric Mindset: Passion for helping customers achieve success and deliver measurable outcomes through tailored strategies and ongoing value delivery.
  
• Commercial Acumen: Comfortable navigating contract terms, renewal timelines, and financial implications to support revenue protection and growth.
  
• Communication & Presentation Skills: Strong verbal and written communicator with the ability to clearly present strategies, progress, and insights to both technical and non-technical stakeholders.
  
• Project & Time Management, Data-Driven: Capable of managing multiple customers, timelines, and priorities simultaneously with strong follow-through. Skilled in using data to monitor customer health, drive engagement strategies, and make informed decisions.

• Lifelong Learner:Strong and active interest in personal learning and personal/professional growth - which serves as a measure for the pursuit of growth in self-awareness, wisdom, knowledge, and insight. Understands the customers industry landscape, emerging trends, and how the product can be leveraged to solve evolving challenges.

• Technical Proficiency:Ability to learn and communicate complex technical tools and structure while troubleshooting customer issues. Be an expert in Schema App Tools and processes and use them on behalf of customers to create and manage semantic schema markup resulting in a connected content knowledge graph.

Customer Success Manager Metrics

1. Customer Satisfaction Score: Measures how satisfied customers are with a specific interaction, milestone, or service.
2. Stakeholder Coverage: Tracks the number of active relationships per account across different roles and levels to avoid single points of failure.
3. Upsell / Expansion Revenue: Measures the amount of revenue generated from existing accounts through additional product usage or new features.
4. Renewal Rate: Tracks success in securing contract renewals before or by expiry dates.
5. Churn Rate: Tracks how many customers or how much revenue is lost during a given period.

Core Values

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and dont give up.
• One Team: We are collaborative, we win and learn together.
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we dont, and seek clarity through curious questions.

Life @ Schema App

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do.
• RRSP matching!
• Flex days to re-energize on top of vacation days and you dont work on your birthday.
• You choose where you work - home or headquarters in Guelph. The sales team comes into the office 1-2 times per week.
• The Culture Club keeps our virtual team connected through fun and innovative events.
• Diverse smart team! The more inclusive we are, the better our work will be.
  

Schema Apps purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

Job Description

What you'll do

• Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects.
• Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities
• Advise customers on solution features, configuration options, and system processes and procedures
• Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications
• Manage changes to requested solutions, including following the documented change request process for scope and billing management
• Onboard clients, including creating training material and conducting effective training calls and/or visits with clients
• Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise
• Provide proactive outreach at all stages of the customer lifecycle
• Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions
• Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels
• Participate in customer support standby rotations when the regular support team is unavailable
• Assist, if requested, in the sales process, providing technical sales support
• Become an expert in the features, benefits, and implementation of Shiftboard's SchedulePro and ScheduleFlex solutions

Skills you'll need

• Bachelor's degree in business or technology with one or more years' experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution
• One or more years of experience managing software implementation projects
• Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment
• 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
• Working knowledge of Scrum and other Agile methodologies
• Bonus: previous experience with programming, or ability to write simple database queries and scripts
• Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems
• Experience in the Workforce Management 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

What you'll get

• Competitive wages
• ESPO (employee stock option program)
• Medical/dental vision coverage
• 401(k)
• Flexible PTO and 10 paid holidays per year
• Career advancement opportunities