Customer Success Manager | SaaS | Hybrid (Montreal) | $70,000 - $80,000

The Company

This organisation is dedicated to leveraging data and technology to improve urban environments. With a foundation in urban planning and a focus on sustainability, they have developed innovative AI-powered solutions that help optimize real estate projects. Their technology is designed to enhance affordability, minimize environmental impact, and provide valuable insights into housing market trends, public transit accessibility, and neighbourhood characteristics. By collaborating with major real estate firms, they have supported millions of individuals in making informed housing decisions. With recent funding, they are expanding their team and enhancing their product offerings to continue driving impactful urban development.

The Role

The Customer Success Manager will play a key role in ensuring clients receive maximum value from the company's solutions. This individual will oversee client relationships, technical support, and onboarding while identifying opportunities for business growth. By adopting a consultative sales approach, they will help clients navigate technical aspects of the products and position solutions that align with customer goals. Additionally, they will contribute to shaping the company's customer success strategy and refining internal processes to enhance technical sales operations.

The Responsibilities

• Address and resolve incoming client support requests, troubleshooting issues or escalating them when necessary.
• Guide new clients through the onboarding process, ensuring seamless integration of services.
• Work closely with account management teams to strengthen customer relationships through periodic reviews and strategic outreach.
• Foster strong connections with key clients, advocate for their needs internally, and collaborate with cross-functional teams to resolve challenges.
• Collect and share client feedback to help improve product offerings and internal workflows.
• Educate customers on technical product features, updates, and best practices.
• Assist sales teams with technical aspects of the sales cycle, including product demonstrations and proof of concept evaluations.
• Support renewal discussions by providing strategic recommendations tailored to customer objectives.
• Develop and maintain documentation to address common technical inquiries and support internal education efforts.
• Analyse customer success metrics to identify growth opportunities and assess customer engagement.

The Requirements

• At least 3 years of experience in customer success, technical sales, or support within the tech industry.
• Strong ability to present technical products and solutions to a variety of audiences.
• Excellent written, verbal, and presentation skills.
• Ability to adapt to shifting priorities in a fast-paced environment.
• Basic knowledge of HTML, CSS, and JavaScript.
• Familiarity with cloud-based collaboration tools (e.g., Slack, Google Workspace).
• Experience with support platforms such as Zendesk and CRM systems like Salesforce.
• Capacity to simplify and communicate complex technical concepts for non-technical stakeholders.
• Bilingual proficiency in English and French is an asset.

This is an exciting opportunity to join a growing, well-funded company at the forefront of urban development and real estate technology. The organisation prioritises a collaborative, inclusive work environment that values continuous learning and innovation. Employees benefit from stock options, comprehensive health and wellness plans, flexible vacation policies, and annual professional development credits. If you are passionate about using technology to shape the future of cities and thrive in a client-facing role, this is the perfect chance to make a meaningful impact. Apply today and contribute to building smarter, more sustainable urban spaces.

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