Customer Success Manager

Role Overview

The Customer Success Manager will reconnect with, research, and stabilize a portfolio of 100+ Letus customers across Canada. This is a hands-on relationship recovery role that requires identifying the right contacts, uncovering account histories and unmet needs, rebuilding trust with disengaged customers, and establishing a consistent engagement cadence.

What You Will Do

The responsibilities include proactively re-engaging every assigned customer, researching customer organizations, verifying current decision-makers, stakeholders, contact details, services, agreements, and account histories, and coordinating with Support, Finance, Legal, Sales, and Product to resolve issues and follow through on commitments.

Why It Might Be a Fit

The ideal candidate will have demonstrated success re-engaging inactive or dissatisfied customers and rebuilding relationships through persistence, empathy, and follow-through. They will also have excellent investigative and online research skills, experience in Customer Success, Account Management, or Client Services, and strong organization, prioritization, CRM discipline, and ability to manage high-volume outreach without sacrificing quality.

Requirements

• Demonstrated success re-engaging inactive or dissatisfied customers and rebuilding relationships through persistence, empathy, and follow-through
• Excellent investigative and online research skills
• Experience in Customer Success, Account Management, or Client Services
• Strong organization, prioritization, CRM discipline, and ability to manage high-volume outreach without sacrificing quality
• Confident communicator comfortable handling difficult conversations and coordinating resolution across internal teams
• Proactive, independent, commercially aware, and skilled at identifying churn risk and protecting customer relationships

Benefits

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs
• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)
• 3 weeks PTO to start, with unlimited PTO after year one
• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support