Customer Success Manager

🕒 September 22

🇨🇦 Canada – Remote

💵 CA$52.9k - CA$66.1k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 13%

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HighlightTA

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

🎯 Recruiter

👥 HR Tech

💼 Consulting

Recruitment • HR Tech • Consulting

At HighlightTA, we simplify hiring by embedding talent partners into your team, leading recruitment projects, or managing your entire talent function. Our flexible, on-demand solutions let you scale up or down as needed, without long-term commitments or high agency fees. With decades of experience, our data-driven approach ensures fast access to top-tier talent, saving you time and reducing costs. Whether it's integrating talent partners, overseeing recruitment functions, or delivering one-off projects through our ProjectTA service, we tailor our solutions to meet your specific business needs. Ready to build exceptional teams? Let's connect.

📋 Description

• Develop and execute account plans to ensure customer success and identify growth opportunities • Own customer onboarding, ramp, full life cycle achievement, and contract renewal • Find upsell, cross-sell, and expansion opportunities and win additional business • Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn • Serve as the primary contact for escalated issues and collaborate internally to resolve challenges • Collaborate with stakeholders across all departments to solve complex customer issues • Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services • Conduct an average of 5–8 proactive meetings per week with the book of business • Document and utilize HubSpot to track customer interactions • Measurably increase B2B revenue and margin in line with company objectives quarterly • Implement strategies to reduce churn and enhance loyalty • Use data to analyze and track potential churn targets and create mutual success plans

🎯 Requirements

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement • Effectiveness in strategic account management • Analytical and problem-solving skills • Communication and presentation abilities • Experience advocating for customers at an executive level within the organization • Ability to collaborate effectively with various departments • Success in driving customer growth through expansion initiatives • Working experience with SaaS products and the background check industry (preferred) • Certifications in customer success or customer support (preferred) • College or university degree or equivalent work experience • Must be currently located in and legally authorized to work in Canada • Willingness to travel occasionally to meet with clients

🏖️ Benefits

• 32 days of paid time off per year • Company-paid benefits that start on day 1 • Remote-friendly and supportive flexible remote arrangements • Work-from-home allowance • Professional development budget • Commission / 20% variable compensation

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