Customer Success Manager

🕒 August 26

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Laivly

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

Artificial Intelligence • SaaS • Enterprise

Laivly is a company that provides collaborative AI solutions for contact centers, empowering customer service agents through automation and support tools. Their key product, a cobot named Sidd, integrates seamlessly with existing technology stacks to enhance efficiency, accuracy, and customer satisfaction. Laivly's solutions offer real-time transcription, call summaries, and AI-driven support across multiple communication channels, such as email, chat, SMS, and social media, without requiring replatforming. The company focuses on ethical AI use, ensuring their technology respects user rights and privacy while providing measurable improvements in contact center performance.

📋 Description

• Own the full customer lifecycle and client relationship from implementation through adoption, renewal, and expansion • Build trusted relationships with senior client stakeholders and advise on improving operations through AI and automation • Create account plans connecting customer priorities, solution delivery, measurable outcomes, risks, and growth opportunities • Partner with Technical Solutions to lead discovery and design sessions, understand customer workflows, and connect technical recommendations to business value • Collaborate with engineering, product, and operations teams to resolve complex issues and drive improvements • Bring structure and momentum to complex situations, ensuring decisions are made, commitments are clear, and open items reach completion • Identify account risks early and lead mitigation plans across client and internal stakeholders • Represent the customer by providing structured feedback to product, engineering, and leadership • Lead strategic and operational business reviews demonstrating value, surfacing decisions, and establishing accountability • Constructively challenge customers and internal teams when decisions or delays risk intended outcomes • Mentor and guide junior team members and help scale the CSM function

🎯 Requirements

• 3–5+ years of experience in strategic customer success, consulting, solutions consulting, technical account management, product, or another complex client-facing role • Exceptional communication skills with senior executives, operational leaders, and technical stakeholders • Ability to prepare thoroughly, ask thoughtful questions, and develop an informed point of view • Ability to structure ambiguous customer problems and drive decisions and plans • Strong commercial judgment connecting customer outcomes to retention, expansion, and long-term account value • Proactive and highly accountable approach • Ability to manage strong personalities, navigate difficult conversations, and challenge stakeholders constructively • Analytical mindset and comfort using data to assess results, identify risks, and recommend action • Technical curiosity and comfort learning how APIs, AI tools, LLMs, and automation products work • Ability to work in a fast-moving startup environment • Experience in B2B SaaS, AI and automation, contact centres, or digital transformation is an asset

🏖️ Benefits

• Remote work • Flexible environment • Career growth opportunities • Opportunity to collaborate with a creative, diverse, and passionate team • Equal employment opportunities • Disability accommodation throughout the application process