Customer Success Manager

Serve as the primary point of contact for an assigned portfolio of clients, building trusted, long-term relationships grounded in consistent communication and follow-through. Guide new clients through onboarding, ensuring they are set up for success and confident in using Mortgage Automator to its full potential. Deliver product and feature demonstrations that clearly articulate value, helping clients maximize their use of the platform and contributing to Customer Lifetime Value (CLTV). Proactively monitor client accounts to identify adoption gaps, usage trends, or risks — and take initiative to resolve them before they escalate. Respond to client inquiries, concerns, and requests in a timely and professional manner, escalating appropriately and coordinating with internal teams to reach resolution. Advocate for clients internally by gathering and communicating product feedback to the development team, helping shape platform improvements. Partner with the sales team to identify upselling and cross-selling opportunities that align with client goals and add measurable value. Other duties as assigned. 2+ Year(s) of Experience in a customer-facing role within SaaS , Fintech or the Mortgage Industry. Exceptional interpersonal and communication skills, both written and oral. Proven track record of building and maintaining high customer service rates. Strong problem-solving skills with an ability to analyze situations and provide innovative solutions. Able to work independently, manage multiple priorities and thrive in a fast-paced environment. Education and professional experience considered. Compensation On Target Earnings (OTE): CAD 100,000 /annual Split: 80% Base, 20% Variable Time-Off & Work Life Balance Comprehensive Time Off: Competitive paid vacation to unplug and recharge throughout the year. Holistic Wellness Leave: Dedicated personal leave supporting total well-being, including physical recovery or mental health. Commuter-Friendly Hybrid: Flexible schedule blending collaborative office time with remote work. Team Culture & Perks Catered Lunches: Monthly team lunches to celebrate wins and connect with colleagues. Growth & Learning: Continuous professional development with internal training and learning opportunities. Modern Workspace: Professional, supportive environment with tools and technology needed to succeed. Comprehensive Health Benefits