Customer Success Manager, Tech Touch

Overview

This opportunity is for a Customer Success Manager, Tech Touch role in Canada, shared on behalf of a partner organization that will handle applications and the rest of the hiring process. The role is focused on scaling customer success through digital programs, automation, and self-service experiences that support customers throughout their journey.

Instead of managing a traditional high-touch account load, you will design systems that strengthen onboarding, product adoption, retention, and engagement at scale. You will work with teams across Customer Success, Product, Marketing, and Sales to turn customer insights into repeatable programs that create measurable business results. This position is well suited to someone who is creative, analytical, and motivated by building scalable solutions that improve customer outcomes.

Key Accountabilities

• Create, launch, and refine scalable onboarding journeys using email outreach, in-app support, webinars, and self-serve learning materials.
• Oversee customer engagement across digital touchpoints such as shared inboxes, automated messages, webinars, and targeted direct outreach when needed.
• Develop customer education assets including knowledge base content, playbooks, onboarding resources, video walkthroughs, and supporting documentation that help customers adopt the product independently.
• Set up and improve automated customer success processes such as health-score alerts, lifecycle campaigns, renewal prompts, milestone updates, and re-engagement efforts using CRM and customer success tools.
• Track customer health indicators, usage patterns, and engagement signals to spot risks early and trigger the right interventions.
• Support retention and expansion initiatives through scalable engagement programs and lifecycle strategies backed by data.
• Plan and run ongoing customer education activities such as onboarding webinars, product update sessions, and training workshops.
• Partner with Product, Marketing, Sales, and Customer Success teams to keep customer programs aligned with changing business priorities and product direction.
• Evaluate program results, review key metrics, collect customer feedback, and keep improving customer success initiatives.
• Share onboarding and customer journey expertise to support pre-sales conversations when needed.

Requirements

• At least 2 years of experience in Customer Success, Account Management, or another customer-facing SaaS role.
• Proven ability to build scalable customer programs, automate workflows, and improve experiences beyond one-to-one relationship management.
• Strong written communication skills with the ability to turn complex product information into clear, engaging customer-facing content.
• Solid analytical skills, including experience working with customer health data, adoption metrics, engagement reports, and performance analysis.
• Hands-on experience with CRM or Customer Success platforms such as Gainsight, Salesforce, HubSpot, Docebo, or similar tools is preferred.
• Strong project management ability and comfort managing multiple priorities independently.
• Collaborative, flexible, and proactive in contributing ideas that improve team performance and customer outcomes.
• Experience with Tech Touch or Digital Customer Success models is an advantage.
• Familiarity with AI productivity tools such as ChatGPT, Claude, or comparable platforms is a plus.
• Background in security technology, video surveillance, or hospitality is beneficial.
• Must be legally eligible to work in Canada and able to pass a criminal background check.

Benefits

• 100% remote role with flexible work arrangements.
• Competitive pay with meaningful equity participation for permanent full-time employees.
• Employer-paid health and dental coverage with no waiting period.
• Annual Health Spending Account of $500.
• Monthly wellness reimbursement for fitness, mental health, or personal well-being expenses.
• Opportunities to grow your career based on performance, initiative, and impact.
• Supportive, transparent, and collaborative team environment.
• Regular team events, learning sessions, and social activities that encourage connection across the organization.

Application and hiring process

The application is reviewed through an AI-supported matching process designed to assess candidates fairly against the role’s main requirements. Shortlisted profiles are passed to the hiring company, and their internal team manages interviews, assessments, and final hiring decisions.

Privacy and data use

By applying, you consent to the processing of your personal information for candidate evaluation and sharing relevant details with the hiring employer. This processing is carried out under legitimate interest and pre-contractual steps, in line with applicable data protection laws including GDPR. You may request access, correction, deletion, or objection to your data at any time.

AI tools may also be used to support parts of recruitment, such as resume review, application analysis, response assessment, or identifying inconsistencies and verification signals from available information. These tools assist the recruiting team and do not replace human judgment; final hiring decisions are made by people. For further information about data handling, the company can be contacted directly.