Customer Success Manager

The Customer Success Manager will own customer relationships following implementation, helping clients maximize the value of a software platform designed for the landscaping, arboriculture, and outdoor services industries. This role focuses on customer retention, renewals, account expansion, and long-term business outcomes. By combining customer feedback, product adoption data, and proactive relationship management, you will identify risks, improve engagement, and develop strategies that strengthen customer loyalty. You will collaborate closely with Sales, Product, Marketing, and Implementation teams to advocate for customer needs and improve the overall experience. The position offers an opportunity to influence product development, create scalable customer success processes, and help businesses improve their operations and profitability. This is a remote opportunity for a proactive, analytical, and customer-oriented professional who thrives in a collaborative, fast-moving environment.

• Ideally, 2 or more years of experience in Customer Success, Account Management, Management Consulting, Business Development, or another client-facing role.

• Demonstrated experience building and maintaining strong customer relationships while supporting retention, engagement, renewals, and account growth.

• Excellent verbal and written communication skills, with the confidence and professionalism to engage stakeholders at different organizational levels.

• Strong organizational skills, attention to detail, and the ability to manage multiple customer relationships and priorities simultaneously.

• Proven ability to identify customer challenges, mitigate churn risks, and develop practical strategies to improve satisfaction and long-term outcomes.

• Strong analytical skills, including the ability to interpret customer data, identify trends, and translate findings into actionable recommendations.

• Familiarity with Microsoft Excel for analyzing information and supporting data-driven decision-making is preferred.

• Experience collaborating with cross-functional teams, including Sales, Product, Marketing, and Implementation.

• Ability to create structure in ambiguous situations, establish effective processes, and adapt to changing business priorities.

• A proactive, results-oriented mindset, with a strong bias for action and the ability to move initiatives forward efficiently.

• An empathetic, positive, and customer-focused approach, with a genuine interest in helping clients achieve their goals.

• Comfort working in a dynamic, fast-paced environment where flexibility, initiative, and the ability to manage multiple responsibilities are important.

• Willingness to travel occasionally for customer education sessions, industry events, and partner activities.

• Work authorization: Candidates must be legally authorized to work in Canada or the United States without requiring employer-sponsored work authorization.