Customer Success Manager, Oakville (Toronto)

As a Customer Success Manager, you are responsible for ensuring project teams realize maximum value from Timescapes across the entire project lifecycle, with a heavy focus on onboarding, adoption and engagement. Managing a portfolio of projects, you will develop and foster strong relationships with project teams. You will also manage project extensions and expansions, and identify new project opportunities (CSQLs) to fuel revenue growth. You’ll develop expert-level knowledge of our customers and our product. As the internal voice of the customer, you will provide valuable feedback and examples of client ROI to our Product, Marketing and Sales teams.

Key responsibilities

• Project Success: 
• Manage a portfolio of up to 200 projects across new and existing construction customers in Canada and the U.S. 
• Work closely with the Sales and Service Delivery team to manage the full project lifecycle, stepping in to own the project after implementation, ensuring project teams are receiving the Timescapes “customer value comes first” experience through onboarding, adoption and ongoing daily usage.
• Relationship Building & Value Driving: 
• Guide project teams through the onboarding process to drive proactive and timely platform adoption and engagement. 
• Nurture and develop strong relationships with high-value project teams and users in person and virtually with value-added insights and training sessions, and monitor user engagement and satisfaction closely to measure the success of your efforts. 
• Develop Timescapes champions who will help drive team and company-wide referrals and adoption.
• Revenue Expansion: 
• Manage project extensions and expansions, e.g contract extensions and incremental cameras
• Leverage project team relationships to proactively identify new project opportunities. These will be CSQLs (Customer Success Qualified Leads) that will be passed to the sales team to close.
• Analysis & Reporting: 
• Analyse user data and supporting metrics to prioritize high-value customers in need of value activity or expansion opportunities. 
• Customer Support: 
• Ensure a smooth experience for users by answering inquiries and offering guidance in a timely manner.

KPI’s

• Time to Activation and Time to Value
• User Engagement DAU/MAU (Daily Active Users/Monthly Active Users)
• Customer Satisfaction (CSAT)
• Upsell Revenue (Contract extensions, incremental camera revenue)
• CSQLs (New project opportunities)

Profile and Experience 

• 2-3 years of experience in customer success, account management, or related roles 
• Excellent communication and interpersonal skills 
• Passion for driving success and a genuine desire to help customers achieve their goals
• Genuinely values engaging with people and goes out of their way to meet face-to-face 
• Strong customer-focused mindset and strong problem-solving abilities 
• Passion for technology solutions that solve real customer problems
• Ability to build rapport and establish trust with customers and internal stakeholders

Competencies 

Demonstrate the key competencies that are important to Timescapes: 

• Quality - both in your work and interactions 
• Great Communicator - clear and concise communication
• Problem Solving - comfortable thinking on the spot and simplifying complex situations
• Adaptability - thrive in a busy and changing environment
• Efficiency - you’re productive, not busy

Our team tells us what they value most: the people, the product, the trust, and the opportunity to do work that actually matters. We have built that culture deliberately and we look for it in every hire we make.

We take care of our people. That means generous health, dental and vision coverage, 20 days leave including a full company Christmas shutdown, parental leave top-up to 16 weeks, wellbeing support through My Sparrow, and a real commitment to your learning and development.

If you are looking for a place where your work ships into the real world, where the team is small enough that your contributions matter, and where the mission is clear, we would love to hear from you.