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Client Success Manager

54 minutes ago
Canada
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Apply Now
Symplicity

Symplicity

Symplicity specializes in developing innovative, database-driven software solutions that enhance the student experience and engagement in higher education, providing tools for students, recruiters, and professionals to streamline processes and improve ...

Internet Software & Services
201-500
Founded 1996
View All Jobs 2

Description

  • Build trusted client relationships and serve as a strategic advisor throughout the customer lifecycle.
  • Help clients define goals, KPIs, and measurable outcomes using Symplicity and Orbis solutions.
  • Support client onboarding, implementation, product adoption, optimization, and resolution of workflow issues.
  • Lead discovery workshops and meetings to understand client workflows, challenges, goals, and requirements.
  • Translate business requirements into actionable recommendations and map product capabilities to client needs.
  • Communicate technical concepts and the value of technology and data to non-technical stakeholders.
  • Partner with Product, Development, Support, Implementation, Account Management, and Billing teams on client needs and feedback.
  • Proactively identify at-risk clients and develop strategies to improve engagement, adoption, and satisfaction.
  • Identify upsell and cross-sell opportunities and support Account Executives in pursuing them.
  • Develop customer advocacy materials, training resources, documentation, webinars, and community initiatives.

Requirements

  • Bachelor's degree, college diploma, or equivalent professional experience.
  • Experience in Customer Success, client or account management, product support, implementation, onboarding, or a similar customer-facing role.
  • Professional fluency in English and French, including support for French-first customers.
  • Ability to understand data, workflows, and technology and communicate technical concepts to non-technical audiences.
  • Strong analytical, problem-solving, verbal communication, written communication, and relationship-building skills.
  • Customer-focused, organized, detail-oriented, self-motivated, and able to manage multiple priorities independently.
  • Ability to collaborate effectively across cross-functional teams in a fast-paced environment and meet deadlines.
  • Willingness to travel periodically within Canada and the US for client meetings, training, and conferences.
  • Experience in a software or SaaS environment (highly desirable).
  • Experience with higher-education institutions, databases, data analysis, SaaS platforms, or other technology solutions (preferred).

Benefits

  • Remote or hybrid work, with the option to work from home or the Hamilton, Ontario office.
  • Collaborative and supportive workplace focused on employee wellbeing and team engagement.
  • Professional development opportunities and encouragement to build new skills.
  • Opportunities for community involvement and in-person collaboration.
  • Work on technology solutions that support post-secondary institutions.

Interested in this position?

Apply directly on the company website

Apply Now

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