The Customer Success Manager is responsible for ensuring clients achieve their desired outcomes while using Sparkrock's solutions. This role involves building strong relationships, driving adoption, and ensuring long-term satisfaction and retention of customers across various industries. You will be supported by Ionic Partners in this mission-critical position.
What You'll Do
- Act as the primary point of contact for customers post-sale
- Develop and execute customer success plans tailored to client goals
- Monitor customer health and proactively identify risks and opportunities
- Drive product adoption and onboarding through training and guidance
- Collaborate with support, sales, and product teams to advocate for customer needs
- Identify expansion opportunities and support upsell initiatives in coordination with sales
- Conduct regular business reviews with clients to assess progress and strategic alignment
- Manage renewal process and ensure high retention rates
What We're Looking For
- Bachelor’s degree in Business, Communications, or a related field
- 2+ years of experience in customer success, account management, or client services
- Proven ability to manage multiple clients and prioritize competing demands
- Strong communication and interpersonal skills, both written and verbal
- Experience with CRM platforms such as Salesforce or HubSpot
- Ability to analyze customer data and generate actionable insights
- Self-motivated with a proactive approach to problem-solving
Nice to Have
- Experience in SaaS or technology consulting environments
- Familiarity with customer success platforms like Gainsight or Totango
- Project management experience or certification
- Bilingual proficiency in English and French (an asset for Montreal-based role)
Technical Stack
- Salesforce
- Gainsight
- HubSpot
- Zendesk
- Microsoft Office 365
- Slack
- Zoom
Team & Environment
Join a 12-person cross-functional team including Customer Success, Support, and Onboarding specialists, reporting to the Director of Customer Success. Our culture emphasizes collaboration, learning, transparency, and innovation.
Benefits & Compensation
- OTE of $69,000/year USD
- Comprehensive health and dental insurance
- Flexible PTO policy
- Remote-first work environment with support for home office setup
- Professional development and training budget
- Annual company retreat
- Inclusive and diverse workplace culture
- Employee wellness programs
- Stock options or equity participation
- Parental leave benefits
- Mental health support and resources
Work Mode
This is a hybrid role with team locations in Toronto, Ontario; Montréal, Quebec; Calgary, Alberta; Ottawa, Ontario; Edmonton, Alberta; Mississauga, Ontario; and Winnipeg, Manitoba. The position is remote-first, with periodic in-person meetings and team events based on location.
Sparkrock is an equal opportunity employer committed to diversity and inclusion in the workplace.
