Customer Success Manager

🕒 September 14

🇨🇦 Canada – Remote

💵 $68k - $76k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 18%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 61 days.
• Jobs at this company usually fill in 36 days.
• Reposted once.

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Cardata

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1999

📦 Logistics

💼 Consulting

🏥 Healthcare

Logistics • Consulting • Healthcare

Cardata is a software company that provides an end-to-end vehicle reimbursement platform for businesses whose employees use personal vehicles for work. Their SaaS products include GPS-based mileage tracking, automated, tax-compliant reimbursement programs (FAVR, TFCA, CPM), insurance verification and direct deposit payments, plus reporting and analytics to optimize costs and compliance. Cardata serves enterprise and SMB clients with B2B solutions integrated with expense systems like SAP Concur.

📋 Description

• Own a portfolio of customer relationships, understanding their business objectives, reimbursement programs, and ongoing needs to deliver a responsive, reliable customer experience while managing customer expectations. • Investigate and resolve customer challenges, using platform knowledge, documentation, data, and internal resources to troubleshoot issues, identify root causes, and drive solutions through to completion. • Manage a high volume of customer requests, triaging inquiries, prioritizing by urgency and business impact, and maintaining clear ownership of deadlines and follow-ups and managing customer expectations. • Communicate clearly and proactively, setting expectations, explaining complex information, and keeping customers informed throughout the resolution process. • Develop deep knowledge of Cardata's platform and reimbursement workflows to confidently answer questions, guide customers, and identify opportunities to improve program effectiveness. • Monitor customer health, adoption, and program performance, identifying risks and taking action to protect retention and customer satisfaction. • Lead customer check-ins, and renewal preparation, using customer insights to demonstrate value and provide practical recommendations. • Identify opportunities to improve customer outcomes and expand value, partnering with Account Managers on potential growth opportunities. • With support of Customer Success Associate, interpret data insights to inform customer conversations and recommendations. • Partner with Support, Product, Engineering, and Implementation to coordinate resolutions, address recurring issues, and improve the customer experience.

🎯 Requirements

• 3–5 years of experience in Customer Success, Client Services, Implementation, or a similar customer-facing role, within B2B SaaS. • Strong troubleshooting and problem-solving skills, with the curiosity and resourcefulness to investigate unfamiliar issues, identify root causes, and independently drive resolution. • Exceptional written and verbal communication skills, including the ability to simplify complex information, manage stakeholder expectations, and navigate challenging customer conversations. • Excellent organization, prioritization, and time management skills, with experience managing a busy portfolio, high volumes of inquiries, and competing deadlines. • Strong customer ownership and relationship-building skills, with a track record of building trust, following through on commitments, and delivering a reliable customer experience. • Strong technical aptitude, with the ability to quickly learn SaaS platforms, understand operational workflows, and navigate interconnected systems. • Sound judgment and attention to detail, particularly when assessing urgency, investigating issues, and determining when to involve internal partners. • Strong ability to recognize customer risks, protect retention, and identify opportunities for account growth. • Strong affinity for continual learning of new tools, products and programs.

🏖️ Benefits

• Remote work and flexible working hours • Mentorship and development opportunities (to help you achieve your career goals!) • Extended medical & dental benefits • Healthcare spending account • $3,000 annual Health and Wellness Spending Account to support your overall wellbeing • Employee assistance program (EAP) • Flexible (Unlimited) Time Off: No annual cap on vacation, supported by a trust-based, flexible approach to time away.

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