Customer Success Manager - Mid Market

Accountabilities:

• • Develop and own success strategies for a portfolio of mid-market customers, prioritizing actions based on customer health, usage, business goals, and growth potential.
  • Own renewal and retention strategies, proactively identifying churn risks and developing practical mitigation plans before issues become critical.
  • Identify and drive cross-sell and upsell opportunities, including opportunities to expand product usage and increase customer value.
  • Contribute to Net Revenue Retention by increasing product adoption, expanding seat usage, and helping customers realize greater value from their investment.
  • Build trusted relationships with customer stakeholders through empathy, strong communication, and a consultative approach to problem-solving.
  • Advise customers on industry and practice-management best practices, scoping and coordinating projects that support meaningful operational change.
  • Maintain strong knowledge of the product roadmap and translate new capabilities into relevant customer opportunities, including product demonstrations and feature education.
  • Develop a strong understanding of accounting-firm operations to connect technology capabilities with practical, day-to-day customer needs.
  • Monitor usage data, health metrics, customer feedback, and other signals to identify risks, opportunities, and next-best actions.
  • Advocate for customer needs internally and share actionable insights with Product, Sales, Support, Implementation, and Education teams.
  • Coordinate cross-functional resources to resolve customer challenges and maintain a consistent experience throughout the customer lifecycle.
  • Leverage AI-enabled tools, customer analytics, and data insights to improve productivity, identify expansion opportunities, and strengthen retention strategies.

  Requirements

  • 2–3+ years of experience in a B2B SaaS customer-facing role such as Customer Success, Account Management, Professional Services, Consulting, Training, or a related function.
  • Demonstrated success managing customer relationships, renewals, retention, and/or expansion within a SaaS environment.
  • Experience owning commercial or performance targets and using customer metrics to prioritize activities and drive measurable outcomes.
  • Strong strategic thinking and commercial awareness, with the confidence to identify opportunities, manage risk, and take ownership of customer results.
  • Excellent relationship-building, communication, presentation, and consultative problem-solving skills.
  • Ability to understand customer challenges, provide practical recommendations, and communicate complex product capabilities in a clear and compelling way.
  • Strong program and project management skills, including the ability to coordinate resources across multiple internal teams.
  • Comfortable working autonomously in a remote environment while managing a portfolio of customers and competing priorities.
  • Strong analytical and data fluency, with the ability to use dashboards, customer health metrics, product usage data, and AI-powered tools to inform decisions.
  • Curiosity about how businesses operate and a genuine interest in helping customers adopt better practices and achieve stronger outcomes.
  • Experience with accounting software, accounting-firm operations, or the broader accountancy technology market is preferred.
  • Ability to travel approximately 5–10% of the time for customer visits, events, and other business activities.
  • Must be physically based in the United States or Canada and have the legal right to work in the applicable country without requiring visa sponsorship.

  Benefits

  • Estimated base salary range of $85,000–$95,000 CAD, with compensation determined by location, experience, skills, and other business considerations.
  • Potential additional compensation through target bonuses and/or equity, depending on role structure.
  • Paid flexible time off, with employees encouraged to take approximately three weeks annually.
  • Company-paid medical coverage for eligible employees and qualifying dependents.
  • Company-paid dental and vision coverage for eligible employees and qualifying dependents.
  • Fully company-funded short- and long-term disability coverage.
  • Company-paid life insurance.
  • 401(k) with company matching.
  • Flexible Spending Account.
  • Up to 8 weeks of paid parental leave.
  • Work-from-home stipend.
  • Remote-first working environment with flexibility.
  • Opportunities to collaborate with and learn from an experienced, high-performing global team.
  • Professional development, mentoring, regular feedback, and opportunities for internal career progression.
  • Inclusive, collaborative culture focused on diversity, development, and recognizing high performance.
  • Opportunity to work with customers across a global market and contribute directly to customer retention, growth, and business transformation.