Customer Success Manager

Join our team as a Customer Success Manager, where you'll own the complete client journey for your portfolio, from onboarding to renewal and expansion. You'll drive retention, adoption, and account health, while also influencing the product roadmap based on client feedback. This role requires 3+ years of experience in customer success or account management, and a comfort with AI-powered tools.

• Assumer la responsabilité de l'ensemble du parcours client pour un portefeuille, de l'appel d'intégration initial à la renouvellement et à l'expansion.
• Faciliter les appels d'intégration et conduire l'achèvement des étapes pour les nouveaux clients, en transitionnant ce travail à mesure que votre portefeuille se développe.
• Servir de principal responsable de la relation pour un portefeuille de clients, en conduisant la rétention, l'adoption et la santé du compte.

• AI-savvy: comfortable working alongside AI-powered tools and providing feedback to help improve them
• Available for occasional early morning and late afternoon hours to support clients
• 3+ years of experience in customer success, account management, or a related client-facing role with a technology company, including ownership of a portfolio of accounts
• Eligible to work in Canada
• Demonstrated ability to work cross-functionally with Product and other teams
• Proven track record driving retention and expansion outcomes, ideally with measurable results you can speak to
• Comfortable leading difficult conversations and resolving escalations independently
• Versatile across the full client lifecycle — equally capable owning onboarding as you are owning renewal and expansion
• We welcome applicants from all walks of life. Even if you don’t feel you meet every requirement listed, we would still love to hear why you think you would be an awesome addition to our team, and we encourage you to apply
• Previous experience in a B2B SaaS environment
• Demonstrated experience in using AI platforms (e.g., ChatGPT, Claude) or AI-powered customer success tools to automate routine tasks, analyze client data, and enhance service delivery
• Experience mentoring or informally supporting more junior Customer Success teammates
• Direct experience in the coworking, flex space, or proptech industry
• Familiarity with HubSpot