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Salary: CAD 70,000 - 90,000 / annual
Cardata is transforming how businesses manage vehicle reimbursement with smart, automated software solutions. As a Customer Success Manager, you will own a portfolio of customer relationships post-implementation, driving measurable value realization and contributing directly to gross revenue retention (GRR) and net revenue retention (NRR) goals.
You will be the strategic partner for mid-market and enterprise customers, understanding their business objectives and translating Cardata's capabilities into meaningful outcomes. Key responsibilities include:
• Owning customer business outcomes and value realization by managing a portfolio of customers, understanding their mobility programs and organizational priorities, and translating solutions into measurable business value.
• Protecting GRR through proactive customer health monitoring. You'll track adoption, engagement, program performance, and stakeholder changes to identify churn risk early and develop mitigation strategies ahead of renewal.
• Driving NRR by identifying expansion opportunities within existing customers based on business objectives, usage insights, and organizational changes. You'll partner with Account Management to develop expansion and upsell strategies.
• Leading strategic customer conversations including executive business reviews, QBRs, strategic planning sessions, and renewal readiness discussions. You'll use data and business outcomes to demonstrate ROI and support successful renewals.
• Owning the post-implementation transition and time-to-value by partnering with Implementation Specialists to ensure smooth handoffs, establish success measures, and accelerate time to first value.
• Turning data into action by analyzing customer and program data, identifying trends and opportunities, and building executive-ready presentations. You'll influence cross-functionally across Product, Sales, Account Management, Operations, Support, and Implementation.
This is a remote-first role with occasional travel approximately 2–3 times per quarter. You'll thrive if you are commercially minded, analytical, highly accountable, comfortable with executive conversations, and motivated by building trusted customer partnerships in a fast-moving SaaS environment.
REQUIREMENTS:
• 3–5 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, ideally within B2B SaaS
• Proven experience owning a portfolio of mid-market or enterprise customers with multiple stakeholders and measurable commercial outcomes
• Demonstrated success contributing to retention, renewals, GRR, NRR, adoption, and account expansion
• Experience identifying customer risk early and developing proactive strategies to protect retention and long-term value
• Strong commercial judgment and ability to identify expansion opportunities and build compelling customer business cases
• Confidence leading executive-level conversations, business reviews, strategic planning sessions, and renewal discussions
• Strong analytical skills, including proficiency with Excel to analyze, manipulate, and interpret customer and program data
• Strong presentation and data-storytelling skills, with ability to translate metrics into executive-ready recommendations tied to business outcomes
• Strong stakeholder management, negotiation, organization, and prioritization skills
• Comfort working cross-functionally across Account Management, Product, Sales, Operations, Support, and Implementation
• Alignment with Cardata's core values: Show Up, Team Up, Dig In, Speak Up, and Own It
• Comfortable working in a fast-paced, remote-first environment and travelling approximately 2–3 times per quarter
