Customer Success Manager

Title: Customer Success Manager

Reports To: Director of Customer Success

Location: Saint John, NB or Remote (Canada)

Type: Full-Time

Who We Are

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.

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. You will own the development and execution of multi-threaded account strategies, defining & overseeing customer journey plans, including retention & expansion initiatives that drive long-term value for each customer.

This is a highly strategic role requiring strong business acumen, executive presence, and the ability to influence change in complex organizations. You will align customer goals with business outcomes, proactively manage account risk, and identify opportunities for growth.

What You'll Do

Build Executive Trust & Strategic Alignment

• Establish trusted advisor relationships with key business stakeholders and executive sponsors
• 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
• Define success milestones, adoption targets, and measurable business outcomes
• Orchestrate key lifecycle milestones including onboarding, value realization, QBRs, and executive reviews
• Continuously evolve & customize journey plans based on customer maturity, goals, and risk signals

Drive Retention, Expansion & Revenue Growth

• Report on net revenue retention (NRR) across your portfolio, including renewals, upsell, and cross-sell
• 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
• Identify expansion opportunities & partner closely with Sales to execute growth strategies

Deliver Measurable Business Outcomes

• Partner with customers to define, track, and communicate ROI and value realization
• Drive product adoption through best practices in knowledge governance, flow architecture, and change management
• Educate customers on the platform as a strategic enabler of operational knowledge & the Human-AI foundation

Lead Internally & Advocate for Customers

• Act as the voice of the customer across Product, Sales, Marketing, and Engineering
• Influence internal stakeholders to align around customer priorities and growth opportunities
• Contribute to the evolution of Customer Success frameworks, including journey design, segmentation, success stories and playbooks

Operational Excellence & Insight

• Maintain clear account plans, health metrics, and risk/opportunity forecasts
• Deliver accurate revenue insights and contribute to forecasting for renewals and expansion
• Use data to guide decisions, prioritize actions, and improve customer outcomes at scale

Who You Are

• Proven ability to build trusted executive-level relationships and influence complex organizations
• Strong experience owning account strategy, customer journey planning, and revenue outcomes (NRR)
• Demonstrated success in driving retention, expansion, and measurable customer value in a SaaS environment
• Strategic thinker with strong business acumen and consultative approach
• Highly proactive, with the ability to anticipate risk and act decisively
• Excellent communication, presentation, and stakeholder management skills
• Collaborative leader who thrives in cross-functional environments
• 2+ years of experience in Customer Success, Account Management, or SaaS roles

What We Offer

• Competitive Salary
• 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.
• Positive Team Culture - we work hard but we also have a lot of fun together!

Remote Workspace Requirements

Procedureflow is a remote-first company, and this is a work from home opportunity. Our head office is in Saint John, New Brunswick, (which is available to you as a workspace), but we know you can do your work from anywhere in Canada.

You have a safe, comfortable, and ergonomic workspace and working environment - a private and quiet workspace is vital for doing your best work! You also have a reliable internet connection capable of participating in video calls.

Apply Now!

The Procedureflow team is highly skilled, motivated, hardworking, and fun! This position would be ideal for you if you are looking to be part of a fast-growing SaaS business. Have we piqued your interested? Awesome! Submit your resume today and let's connect.

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. All applications are appreciated, however, only those being considered for interviews will be acknowledged.