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Customer Success Manager - Ottawa - Human Connect Talent Solutions
Description
Location: Ottawa, ON (Hybrid, 3 days in office)
Type: Full-Time
We are looking for an Ottawa-based Customer Success Manager to join a leading ecommerce monitoring and experience analytics platform.
About the Role
As a Customer Success Manager, you will be responsible for transforming customers into product champions. From onboarding to adoption, and from retention to expansion, you're the primary face of the company in the eyes of the customer and will play a huge role in their success.
What You'll Do
Deliver Value: Drive success through all stages of the customer lifecycle, from onboarding through renewal and expansion.
Drive Adoption: Proactively engage customers to support and drive usage of our platform.
Strategic Meetings: Perform monthly/quarterly business reviews with customers.
Risk & Growth Management: Proactively identify renewal risks and expansion indicators within your portfolio.
Thought Leadership: Act as a consultant for your customers, raising solutions and addressing concerns before they escape escalation.
Stakeholder Influence: Work with internal and external cross-functional stakeholders, including executives, to achieve win-win solutions.
Accountability: Responsible for a renewal quota, monitoring customer health, and achieving key KPIs.
Problem‑Solving: Manage issues for your portfolio, whether that requires technical expertise or creative workarounds.
Internal Partnership: Collaborate with sales, product, and engineering teams to ensure the overall success of the merchant.
What You Bring
Strategic Experience: Prior experience in customer success, managing complex relationships in a high‑touch capacity.
Consulting Mindset: Strong critical thinking skills and the ability to apply best practices to solve customer experience and process problems.
Ownership Mentality: The ability to manage projects end‑to‑end with minimal oversight.
Communication Skills: Comfortable supporting and influencing stakeholders at all levels of an organization.
Organizational Prowess: Ability to balance multiple priorities in a fast‑paced environment.
High EQ: You value collaboration, enjoy building relationships, and understand the motivations of others.
Industry Knowledge: Experience in e‑commerce or a high‑growth startup is a plus.
Who You Are
Ottawa‑Based: Located in Ottawa (we are not considering candidates outside of this area).
Experienced: 4+ years of relevant industry experience at a high‑growth startup or a "scrappy" team within a larger company.
Full‑Lifecycle Driven: Excited to own the entire journey, from onboarding to expansion.
Tech‑Savvy: A genuine interest in learning the technical "ins and outs" of a complex solution.
Resilient: Comfortable with difficult customer conversations—you run toward the fire, not away from it.
Tool‑Proficient: Familiarity with Salesforce, Tableau, and Gong is preferred. Experience with customer health platforms like ChurnZero is a huge plus.
What You'll Get
Mentorship: Hands‑on guidance and a team motivated to help you grow.
Impact: A ton of experience working with complex accounts and technical solutions in an extremely fast‑paced industry.
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, ON
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, ON
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Technical Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa, Ontario
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Event Success Manager
Only for registered members Ottawa, ON
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Technical Success Manager
Only for registered members Ottawa, ON
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Customer Success Manager
Only for registered members Ottawa, ON
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Technical Success Manager
Only for registered members Ottawa, Ontario
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Customer Success Manager
Only for registered members Ottawa
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Technical Success Manager
Full time Only for registered members Ottawa
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Customer Success Manager
Only for registered members Ottawa
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Customer Success Manager
Only for registered members Ottawa
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Customer Success Manager
Only for registered members Ottawa
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Customer Success Manager
Only for registered members Ottawa
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Customer Success Manager
Only for registered members Ottawa