SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
PSD Citywide is a software company serving local, First Nations, and regional governments across North America with Enterprise Asset Management, maintenance management, and planning solutions. The Customer Success Manager will manage an assigned portfolio of customers, serving as their primary point of contact to support successful adoption, engagement, and ongoing use of the company's software solutions.
Key responsibilities include:
**Customer Portfolio Management:** Manage an assigned customer portfolio with regular engagement based on account health and customer needs. Develop and maintain strong relationships with customer stakeholders, maintain accurate account information in CRM systems, and prioritize activities based on account needs and risk indicators.
**Customer Engagement and Adoption:** Support customers in achieving business objectives through effective product use. Conduct regular meetings, check-ins, and business reviews. Identify opportunities to increase product utilization and provide customers with resources, education, and guidance for successful adoption.
**Customer Health and Retention:** Monitor health indicators including product usage, engagement, and customer feedback. Identify risks to satisfaction and retention, escalate issues appropriately, and develop action plans in collaboration with internal teams. Support renewal and retention activities with Sales and Account Management.
**Customer Issue Resolution:** Serve as a customer advocate by coordinating with internal teams to address questions and concerns. Facilitate escalations and maintain communication through resolution.
**Cross-Functional Collaboration:** Partner with Sales, Support, Implementation, Product, and other teams. Communicate customer feedback and trends to inform product and service improvements.
**Process Excellence:** Follow established Customer Success processes, maintain accurate records, contribute process improvement recommendations, and participate in team initiatives to enhance customer experience.
The company emphasizes a supportive culture with remote work flexibility (regional options apply), flexible hours, comprehensive wellness benefits, paid time off, Summer Fridays, social events, and a structured career framework for professional growth.
**Requirements:**
- 1–3 years of experience in Customer Success, Account Management, Customer Support, SaaS, or customer-facing roles
- Strong written and verbal communication skills
- Demonstrated ability to build and maintain effective customer relationships
- Strong organizational skills and ability to manage multiple customers, priorities, and deadlines
- Ability to identify customer needs, assess issues, and develop appropriate next steps
- Ability to work collaboratively with cross-functional teams
- Proficiency with CRM systems and standard business productivity tools
**Preferred Qualifications:**
- Experience with SaaS or technology products
- Experience managing a customer portfolio
- Experience supporting customer renewals or retention initiatives
- Experience working with local, state, or public-sector organizations
- Familiarity with customer health metrics, product usage data, or Customer Success platforms
