Customer Success · Full-Time · Montreal, QC
Client Success Manager
We're hiring our first Client Success Manager. This is a customer-facing job first: most of your week is on live calls with government contractors, onboarding them, fixing their problems, and helping them get more out of the platform. Today a co-founder runs onboarding, check-ins, and escalations personally. You'll take that over, build it into a repeatable program, and lead the people who answer support tickets. You own the whole customer lifecycle after the contract is signed, through to renewal.
What you'll do
- Run Onboarding Calls: Lead the kickoff and onboarding call for every new customer, and set up their profile, search criteria, alerts, and pipeline with them so useful results show up in week one
- Train Users: Teach users and admins the core workflow, from finding and qualifying opportunities to tracking them in the pipeline and analyzing and responding to solicitations
- Own Support Calls & Escalations: Take support calls and screen-shares when a customer is stuck, frustrated, or at risk, and be the escalation point for anything the support team can't close
- Close the Loop on Bugs: Reproduce issues, write them up clearly for engineering, and follow through with the customer
- Lead the Support Team: Manage and coach the support team day to day, and own response and resolution times
- Own the Help Center: Run the inbox, help center, and AI support agent, and turn repeated questions into articles, videos, and saved replies
- Drive Implementation: Run a clear implementation plan for each account and get larger teams fully rolled out, with every seat active and the workflow running
- Own Retention & Renewals: Track account health, run regular check-ins and business reviews, step in early when usage drops, and flag expansion to sales
- Voice of the Customer: Bring what customers ask for, complain about, and love back to product every week
Qualifications
- Experience: 3+ years in customer success, account management, or implementation at a B2B SaaS company
- Customer-Facing: A lot of live call time across onboarding, training, support, and renewal conversations, and you like being on camera with customers every day
- Leadership: Experience leading or mentoring a support or success team, formally or informally
- Retention: A track record of owning renewals, churn saves, or account health
- Communication: You learn a complex product quickly and explain it simply, in calls and in writing (help articles, call recaps, bug reports)
- Composure: You can take a frustrated customer and leave them with a plan
- Builder Mindset: Comfortable building process from scratch at a startup, where you'll write the playbook rather than inherit one
- Industry Knowledge: Government contracting experience (SAM.gov, NAICS codes, set-asides, RFP structure) is a big plus, as is experience with Intercom, HubSpot or Salesforce, and running webinars
What success looks like
- 30 days: You know the product cold, you've shadowed onboarding and support calls, and you're running onboarding calls on your own
- 60 days: You own every new onboarding and every escalation, run the support team's weekly rhythm, and have a health score for every account
- 90 days: The onboarding, implementation, and renewal playbooks are written down and followed, and your first at-risk accounts have been saved
- 12 months: Retention and time-to-value are measurably better, support runs without a founder in the loop, and the team is ready to grow under you
Apply for this role
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