Customer Success Manager

Job not on LinkedIn

September 26

Apply Now

Receive Emails with Similar Jobs

Laivly

WebsiteLinkedInAll Job Openings

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.

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

🏢 Enterprise

📋 Description

• Own the full customer lifecycle for accounts—from onboarding to renewal and expansion • Serve as a strategic advisor, helping customers unlock value through Laivly’s platform, LLMs, and automation tooling • Translate customer goals into operational plans and collaborate cross-functionally to deliver results • Monitor account health, identify risks early, and present mitigation plans to protect satisfaction and retention • Partner with Solutions team to lead discovery and design sessions, map customer workflows, and identify reusable abstractions and solution templates • Work closely with engineering, product, and ops teams to resolve complex issues and drive improvements • Use data and analytics to measure success, identify risks, and build proactive playbooks • Act as the voice of the customer, providing structured feedback to product, engineering, and leadership • Deliver and lead operational business reviews, summarizing progress, highlighting impact, and driving accountability • Support customer-side change management through enablement, training, and strategic alignment • Mentor and guide junior team members to help scale the CSM function at Laivly

🎯 Requirements

• 3–5+ years of experience in Strategic Customer Success, consulting, or account management • BPO / contact centre experience is an asset • Background in contact centers, B2B SaaS, or AI/automation technologies is strongly preferred • Deep empathy for customers and a track record of growing long-term partnerships • Skilled at building strong relationships with client stakeholders across functions and levels of seniority • Strong business acumen, operational rigor, and experience owning KPIs or SLAs • Analytical mindset with experience solving complex problems using data • Experience facilitating discovery sessions, delivering strategic presentations, and creating impactful documentation • Creative, proactive, and scrappy—comfortable building and executing new processes • Nice to have: Prior experience with AI or LLMs • Nice to have: Experience managing a small team • Must be a Canadian resident (role open to all Canadian residents)

🏖️ Benefits

• Remote work (open to all Canadian residents) • Opportunity to collaborate and grow your career • Flexible environment that works with you • Creative, diverse, and passionate team • We work hard and play often • Equal Employment Opportunities in accordance with provincial and federal laws • Accommodation for persons with disabilities