Customer Success Manager

Location: Remote in Canada Reports to: Senior Director of Customer Success About the Role We’re looking for a Customer Success Manager (CSM) to help build and scale the next generation of Customer Success at Velixo. This role sits at the intersection of customer success, partner collaboration, and operational scale. You will be responsible for guiding customers through their lifecycle, from onboarding, to adoption, to renewal, while working closely with partners and internal teams to ensure successful outcomes. Velixo is evolving toward a more structured and scalable Customer Success model. As part of this transformation, you will play a key role in shaping how we deliver value to customers at scale, leveraging automation, data, and lifecycle-driven engagement. This is an ideal role for someone who thrives in a fast-paced environment, enjoys building processes, and is excited to grow with a scaling organization. Key Responsibilities Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal) Drive activation and ensure customers achieve first value in a timely manner Monitor customer health using usage data and lifecycle signals, proactively mitigating risk Execute targeted interventions based on customer health (e.g., Red/Yellow/Green) Support structured onboarding and guide customers through Velixo Academy and training resources Ensure smooth handoff from Sales and/or Partners into onboarding Collaborate with partners to support shared customers, adapting to different delivery models Support renewal processes through proactive engagement and early risk identification Identify opportunities for customer advocacy and communicate feedback to Product and internal teams Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment. Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities. What You'll Bring 5+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment Strong ability to communicate complex ideas clearly to both technical and non-technical audiences Experience working with customer data (usage metrics, engagement signals) to drive decisions Ability to manage multiple priorities across a portfolio of customers Strong problem-solving and critical thinking skills Comfortable working in a fast-paced, evolving environment where processes are being built and refined Collaborative mindset with the ability to work cross-functionally with Sales, Support, Product, and Partners Advanced proficiency in Microsoft Excel or similar tools for analysis; experience with ERP/accounting systems is highly valued Bonus Points If You Have: Experience in digital or scaled Customer Success models Experience working with partners, resellers, or channel ecosystems Familiarity with lifecycle-based Customer Success frameworks Experience with CRM tools such as HubSpot or similar platforms Experience developing financial reports and dashboards using Excel, preferably with ERP data integration. Why Join Velixo? We believe in empowering our employees and creating a workplace where you can thrive. Here’s what we offer: Competitive salary Comprehensive benefits package, including: Group health insurance RRSP match (up to 6% of base salary) Remote work environment Career growth opportunities in a rapidly expanding company A dynamic and supportive team that values innovation, collaboration, and customer success. Join a collaborative and innovative team that values work-life balance and celebrates individual achievements. At Velixo, your success is our success. We’re excited to welcome you to our team and help you grow your career with us!