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Salary: CAD 80,000 - 90,000 / annual
Traction Complete is seeking a Customer Success Manager to serve as the primary point of contact for resolving client technical issues and ensuring customer satisfaction. Built on the Salesforce platform, Traction Complete enables major companies like Zoom to deliver exceptional services. The company has been recognized as one of Forbes' Fastest Growing Companies in North America and a Great Place to Work for two consecutive years.
In this role, you will be the first line of response and last line of resolution for customer issues, communicating through email, help desk tickets, phone, social media, and forums. You'll work cross-functionally with business development and product teams to identify and resolve bugs, manage outages, and advocate for customer impact internally. Key responsibilities include responding quickly and meaningfully to support cases, teaching and mentoring clients on product usage, maintaining detailed support documentation, and contributing to the Traction knowledge base. You'll need to think critically about when to own issues versus escalate them, coordinate between clients, service providers, and internal teams, and help establish industry-leading low churn rates.
Traction Complete values collaboration, community, and genuine care for customers. The team operates in a fast-paced, high-pressure environment where problem-solving and customer advocacy are paramount. You'll be expected to be a quick learner, maintain strong attention to detail, work independently and autonomously, and develop a deep understanding of Traction Complete's products and ecosystem.
Requirements:
- Certificate or degree in technology or computer science
- 2+ years of experience in support, customer service, or technical analyst roles
- Ability to think critically and analytically
- Ability to multitask in a fast-paced environment
- Ability to work independently and autonomously
- Willingness and passion to quickly learn new skills and knowledge
- Strong leadership skills
- Desire to excel and be part of something larger
- Experience training clients on new features to increase product adoption
- Some experience with Salesforce.com is a definite asset
