Customer Success Manager

• Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through.
• Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential.
• Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV).
• Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalate.
• Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution.
• Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements.
• Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value.
• Other duties as assigned.

Requirements

• 2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry.
• Exceptional interpersonal and communication skills, both written and oral.
• Proven track record of building and maintaining high customer service rates.
• Strong problem-solving skills with an ability to analyze situations and provide innovative solutions.
• Able to work independently, manage multiple priorities and thrive in a fast-paced environment.
• Education and professional experience considered.

Benefits

• On Target Earnings (OTE): CAD 100,000 /annual
• Split: 80% Base, 20% Variable

• Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year.
• Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health.
• Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work.

• Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues.
• Growth & Learning: Continuous professional development with internal training and learning opportunities.
• Modern Workspace: Professional, supportive environment with tools and technology needed to succeed.
• Comprehensive Health Benefits