Client Success Manager

Engineered Intelligence Inc. • New Westminster, BC

42d • Remote

About The Position

The Client Success Manager (CSM) is the single accountable owner for all assigned client accounts, responsible for understanding each client’s reality and ensuring successful adoption, value realization, and long-term outcomes with ENGIN. This role owns the client relationship end-to-end post-sale and serves as the consistent, named point of accountability across sales, delivery, product, and engineering.

This is a full-time position reporting to the Head of Delivery. The CSM is neither a sales role nor purely a delivery or support role, but a cross-functional owner who ensures clients deeply adopt ENGIN, issues are driven to resolution, and outcomes are achieved.

Requirements

• Experience in a client-facing B2B role with responsibility for adoption, outcomes, or account health.
• Comfort engaging deeply with product configuration, workflows, and technical concepts (coding not required).

Nice To Haves

• Experience owning enterprise B2B software accounts end-to-end in a Client Success, Account Management, or Consulting role.
• Strong understanding of complex, configurable software platforms and how clients adopt them in real operational environments.
• Experience working with energy and utilities clients, particularly around asset performance management and decision analytics (preferred).
• Demonstrated ability to operate cross-functionally and drive outcomes without formal authority.
• Proven ability to translate technical platform capabilities into business value and operational impact.
• Strong relationship-building skills with both hands-on users and senior executives.
• High ownership mindset with comfort being accountable for outcomes, not just activities.
• Proficiency with CRM systems, client success tooling, and usage analytics.
• Bachelor’s degree in a technical, engineering, or business-related field.

Responsibilities

• Act as the one named owner for all assigned accounts, accountable for adoption, issues and client outcomes.
• Maintain a continuous, high-context understanding of each client’s business, organization, and operational reality.
• Ensure clients experience a seamless relationship with the company, without being bounced between sales, delivery, or product teams.
• Maintain a consistent engagement rhythm with each account, including monthly meetings involving 2–3 key stakeholders per client.
• Build and sustain direct relationships with client champions, super users, and day-to-day operators.
• Navigate client organizational hierarchies to establish relationships with ENGIN power users, executive sponsors, and senior leaders.
• Communicate client successes, risks, and progress across multiple levels of the client organization using appropriate channels.
• Develop and own a multi-year roadmap for each client’s use of ENGIN and contracted services, including:
• A 2–3 year ENGIN adoption roadmap aligned to client goals.
• Guidance on how clients can maximize value from existing ENGIN functionality.
• Recommendations on when and how to leverage additional ENGIN capabilities and EII delivery services.
• Track and monitor platform usage, workflows, and outcomes to ensure clients are realizing full value.
• Actively participate in client implementations, expansions, and configuration discussions to build firsthand knowledge of:
• How ENGIN is configured in real client environments.
• Where workflows break down or create friction.
• How clients actually use (or fail to use) ENGIN in practice.
• Partner closely with delivery teams during implementations to ensure client goals and adoption plans remain central.
• Identify the specific data, workflow, training, or product issues preventing deeper ENGIN usage.
• Personally drive these issues to resolution by coordinating across delivery, product, engineering, and support teams.
• Own client escalations and ensure accountability until resolution and adoption recovery are achieved.
• Build deep relationships with account champions and super users to gather concrete, real-world usage feedback.
• Translate client insights into clear, prioritized feedback for product and engineering teams.
• Act as a consistent client advocate in product discussions and roadmap considerations.
• Work directly with sales on renewals and near-term upsell opportunities, grounded in firsthand client knowledge.
• Identify additional modules, scope, or services where there is a clear, validated client problem and strong value alignment.
• Support expansion conversations by demonstrating how additional ENGIN capabilities solve problems uncovered through adoption and usage work.
• Proactively plan, track, and manage client usage of Premium Support hours, ensuring:
• Hours are used consistently throughout the year.
• Support is applied to high-impact adoption and value activities.
• All contracted hours are fully utilized prior to renewal.

Benefits

• Fully remote work.
• Flexible work hours (Core working hours 10:00AM to 3:00PM in your local time zone).
• Autonomy with a wide range of responsibilities, opportunities for advancement, and cross-disciplinary exposure.
• Competitive base salary plus performance incentives.
• Stock options so you can realize the value created with your work in the organization.
• Paid time off and Benefits.
• Health spending account.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees