Customer Success Manager

VersaFile is a fast-growing software company that specializes in attachment and data archiving solutions for SAP, SuccessFactors and other Enterprise Software applications, seamlessly integrating with a variety of document management systems. Our clean core approach empowers enterprises to manage their SAP data lifecycle more efficiently and compliantly.

Position Overview:

We are looking for a Customer Success Manager (CSM) to support and grow our customer relationships by driving product adoption, enabling user success, and delivering long-term value through our flagship solution, Docuflow. As a key member of the team, youll act as a strategic partner to customers, helping them achieve their goals while ensuring satisfaction, retention, and growth.

Youll work cross-functionally with Product, Sales, Marketing, and Support teams to continuously improve the customer journey, gather feedback, and drive engagement through proactive communication and scalable programs.

Location:This is a hybrid role, working 2 days in the Vancouver Gastown office and the other 3 days from home.

What You'll Do:

Customer Relationship Management

• Own a portfolio of customers and serve as their trusted advisor throughout the product lifecycle
• Conduct regular check-ins, QBRs, and strategic planning sessions to ensure customers meet their business objectives
• Understand customer goals and workflows to provide tailored recommendations and best practices
• Proactively identify risks to adoption or satisfaction and take action to mitigate them
• Collaborate with Support and Product teams to resolve issues quickly and efficiently
  

Customer Onboarding & Enablement

• Lead customer onboarding, training, and implementation planning
• Build and maintain scalable documentation, training materials, and knowledge base content
• Support product releases and feature adoption with tailored communication and guidance
• Design and launch initiatives that promote engagement and self-sufficiency across customer teams
  

Data & Continuous Improvement

• Monitor customer health metrics and leverage insights to drive retention and expansion
• Collect and synthesize customer feedback to improve our product and internal processes
• Contribute to the evolution of our Customer Success strategy, playbooks, and operations

What You'll Bring:

• 35 years of experience in a Customer Success, Account Management, or Enablement role in a SaaS or B2B software company
• Proven success managing customer relationships and improving customer satisfaction and retention
• Excellent communication, facilitation, and relationship-building skills
• Strong project management and organizational skills
• Experience with CRM and CS tools (e.g., HubSpot, Gainsight, Zendesk)
• Ability to balance strategic thinking with hands-on execution
• Empathy, curiosity, and a problem-solving mindset
  

Why Join Us?

• Be part of a fast-evolving GTM team that values initiative, creativity, and accountability
  
• Work directly with seasoned sales and marketing leaders
  
• Make a direct impact on customer outcomes and company growth
• Opportunities for career growth
  
• Base salary, variable compensation, and full benefits (from day 1!)
  

To Apply:

• Pleasesubmityour Cover Letter and Resume
  
• Only those candidates who are eligible to work in Canada and who are located in BC prior to sending your application will be considered
  

VersaFile'score purpose is to deliver solutions for clients that make a difference.To make a difference, we need people from all walks of life.Wegenuinely care aboutpeople,and it is embedded into who we are.For us, equity and inclusion are a natural part of our culture and purpose. No matter who you are, come join us and togetherlet'smake a difference!

We thank all applicants for their interest, and we will contact you for an interview if you are short-listed as a candidate.