Procedureflow
Customer Success Manager
Saint John, New Brunswick · Director · Full-time
Sponsorship not specifiedDetected 43 days ago
Stakeholder ManagementAccount ManagementForecastingCustomer SuccessCommunication
About the role
- As a Customer Success Manager, you will be the main point of contact for a portfolio of customer accounts and serve as a trusted advisor at the executive and operational levels throughout their customer lifecycle.
- This is a highly strategic role requiring strong business acumen, executive presence, and the ability to influence change in complex organizations.
Responsibilities
- Build Executive Trust & Strategic Alignment
- Create alignment between customer objectives and long-term account strategy
- Lead strategic conversations focused on business outcomes and ROI
- Drive multi-threaded engagement across departments to reduce risk and deepen partnerships
- Own Customer Strategy & Journey Planning
- Develop and execute comprehensive license deployment and customer journey plans for each customer to drive ROI attainment
- Drive Retention, Expansion & Revenue Growth
- Proactively manage churn risk through data-driven insights and decisive action plans
- Build long-term account value by aligning product capabilities to evolving customer needs
Requirements
- Highly proactive, with the ability to anticipate risk and act decisively
- 2+ years of experience in Customer Success, Account Management, or SaaS roles
Compensation
- Competitive Salary
Benefits
- Benefits From Day One - and we cover the health & dental premiums
- Paternal Leave Top-Up
- Retirement Savings - employer matching up to 4%
- Employee Stock Options
- Home Office Equipment - laptop, monitor, mouse and keyboard are all included.
- This position would be ideal for you if you are looking to be part of a fast-growing SaaS business.
Company info
- Our Customer Success team sets us apart from other organizations.
- We operate with a customer-first mindset, building trusted partnerships that ensure customers realize measurable value while expanding their investment over time.
- We don't just support customers-we strive to co-own outcomes, aligning our success with theirs and ultimately reducing churn.
- The Customer Success Manager is critical in making that happen.
Visa & Work Authorization
- While many of our opportunities are remote positions, only those who are a Canadian citizen, a permanent resident of Canada, or have a valid Canadian work permit, and live in Canada will be considered
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This listing is sourced directly from Procedureflow's careers page and normalized into a canonical job model.