Customer Success Manager - Channel Sales

Vendasta • Corman Park No. 344, SK

6d • Onsite

About The Position

The mission of the Customer Success Manager is to deliver exceptional customer experiences that accelerate adoption, satisfaction, and long-term value realization within Vendasta’s platform. The incumbent of this role demonstrates working knowledge of customer success concepts (adoption, retention, lifecycle management), familiarity with SaaS and partner-led go-to-market models, and experience using CRM, enablement platforms, and basic reporting tools and will be responsible for delivering structured onboarding experiences, monitoring usage via dashboards and alerts, and conducting scheduled check-ins to gauge health and satisfaction.

Requirements

• 3–5 years of experience in customer-facing roles (CS, onboarding, training, or support): Preferably within a SaaS or technology environment.
• Working knowledge of customer success concepts (adoption, retention, lifecycle management)
• Familiarity with SaaS and partner-led go-to-market models
• Experience using CRM, enablement platforms, and basic reporting tools
• Exposure to AI-powered CS technologies (e.g., call summaries, task assistants, prompt-driven content)
• Strong written and verbal communication with an ability to translate platform features into clear customer value
• High organizational discipline to execute structured workflows and timelines
• Collaborative mindset and curiosity to improve partner outcomes and internal processes
• Ability to communicate clearly and effectively in written and verbal formats.

Nice To Haves

• Bachelor’s degree preferred in Marketing, Business, Communications.

Responsibilities

• Deliver structured onboarding experiences, using one-to-many formats like DIWM and DIFM sessions, supported by AI-generated templates and task queues.
• Lead platform walkthroughs customized to customer needs and their journey stage.
• Follow established playbooks while offering feedback for improvement based on partner outcomes and team retrospectives.
• Monitor usage via dashboards and alerts to trigger proactive outreach.
• Share curated enablement content (FAQs, videos, case studies), including AI-generated resources that encourage feature adoption.
• Encourage customer self-sufficiency through participation in training sessions, webinars, and asynchronous learning communities.
• Conduct scheduled check-ins to gauge health and satisfaction, using AI-driven summaries and tagging to document insights.
• Escalate issues and risks with clear context; collaborate with team leads to align retention efforts.
• Provide voice-of-customer input to internal stakeholders (Product, Support, Sales) to influence roadmap and cross-functional planning.
• Drive the adoption of marketplace products and best practices via targeted campaigns.
• Track partner progress against shared objectives using CRM data and automated AI-generated status reports.
• Recommend improvements to onboarding guides, help documentation, and lifecycle journeys based on observed friction points.

Benefits

• Accelerate your professional trajectory through rigorous learning tracks, continuous operational development, and exposure to cutting-edge AI methodologies designed to push the boundaries of the B2B SaaS industry.
• We are bound by a high-performance culture rooted in our core values—Drive, Innovation, Respect, and Agility—where the true reward is the complexity of the challenge and the scale of your global impact.
• At Vendasta, you will find the infrastructure to build, the ecosystem to innovate, and an elite peer group required to sharpen your expertise.
• Master your craft. Solve the impossible. Build the future of SaaS with us.
• Discover your potential. Build something that matters.
• Help us lead the AI revolution from right here in Saskatoon!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level