Lead and run first-line technical support for a SaaS product, build a scalable support system (ticket taxonomy, triage, help centre, digital touch), review alert quality, and translate support signals into monthly product priorities and improvements.

Own a portfolio of customer accounts to retain and grow revenue through upsell and cross-sell. Build account growth plans, map products to customer operations, forecast expansion in CRM, partner with Sales and Solutions to close deals, use usage and health signals to time outreach, and convert users into internal champions. Remote within Canada with regular onsite client meetings.