Client Success Manager

Packetlabs Ltd.

20d • Remote

About The Position

Our Client Success team doesn't just manage accounts; we act as trusted strategic partners. We recognize that every organization is at a different stage in its security maturity journey and seek to provide every client with custom recommendations that set our partners up for ongoing success. Your mission will be to meet clients where they are today and uncover where they hope to be in the future by understanding their unique risk profile and objectives, and guide them on a continuous path to advance their overall security posture. The role will be important in supporting retention, deepening relationships, and fostering post-engagement growth. It is important to note that we are open to exceptional candidates who come from out-of-industry. We are looking to hire someone with the right underlying skill sets: deep curiosity, strong business acumen, and a consultative approach to relationship management.

Why this CSM role is different
Many post-sales roles focus exclusively on transactional check-ins and reactive troubleshooting. This is not that position. Our trusted CSMs:
Proactively Manage Account Health: Identifying strategic partners, strengthening trust within existing relationships, and re-engaging dormant accounts;
Map the Journey: Helping clients visualize what the next stage of maturity can look like over 12-18 months;
Drive Strategic Expansion: Turning what competitors may see as ‘renewals’ into collaborative strategy sessions, ensuring our testing scales alongside the client's growing infrastructure and emerging threat landscape, and;
Bridge the Gap: Working closely with both Sales and our technical teammates in Operations to translate complex needs into clear, actionable business strategies to support long-term success.

Requirements

• 2-5 years of experience in Client Success, relationship management, or consultative sales
• Proven ability to manage multiple client relationships at once, and triage opportunities
• Strong written and verbal communication skills across emails, meetings, and documentation
• You’re comfortable diving into and obsessing over data
• Familiarity with a CRM platform (Salesforce, HubSpot, etc.)
• Proven track record of delivering (or exceeding) measurable client outcomes
• Deep understanding that client success means aligning with client goals and reinforcing the value of our work.

Nice To Haves

• Experience in cybersecurity, IT services, B2B SaaS, or consulting is an asset

Responsibilities

• Own the client lifecycle: Lead strategic review calls focused on outcomes, growth opportunities, and next steps while coordinating discovery and delivery for returning clients to ensure a seamless experience
• Proactively manage and forecast opportunities: Monitor account health and engage clients well ahead of typical buying cycles to remain aligned to the client's evolving security objectives
• Re-engage dormant accounts and drive strategic growth: Partner with Inbound/Outbound peers to reactivate dormant accounts - not with a transactional sales pitch, but by checking in on their security health and introducing new strategies to elevate their defenses
• Act as the voice of the client internally: Collaborate closely with Client Success, Sales, Marketing, and Operations to align client needs with business objectives, share feedback, and drive advocacy through reviews, referrals, and testimonials.

Benefits

• Competitive compensation and pay-for-performance
• Fully remote in Canada
• Ongoing professional growth and development
• Paid training and certifications
• Participation in corporate, employer-paid benefit plans for you and your family
• Wealthsimple GRSP, with corporate matching
• Plenty of vacation and personal/sick days (in addition to paid time off for your birthday, professional development activities, and volunteering)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed