Customer Success Manager II

Safe Software

About The Position

As a Customer Success Manager, you will support customers across their lifecycle—from onboarding to ongoing use and value realization. You will work with customers to understand their goals, guide product adoption, and help them achieve measurable results. In this role, you will manage a portfolio of moderate complexity, balancing proactive account management with the need to deliver a seamless, consistent experience. You will serve as a key bridge between our customers and our internal Product, Sales, and Support teams. We welcome applicants from diverse backgrounds. Even if you do not meet every listed qualification, we encourage you to apply. We have an immediate opening and are excited to find the right candidate to join our team. About The Team The Customer Success team partners closely with customers to help them succeed with FME. The team collaborates across Sales, Product, Marketing and Support to deliver value throughout the customer journey. The team values clear communication, shared ownership, and continuous improvement. Team members are encouraged to ask questions, share ideas, and contribute to improving how we support customers.

Requirements

3–4 years of experience in Customer Success, consulting, or a related customer-facing role
Experience supporting customer onboarding and adoption in a SaaS or technology environment
Ability to manage multiple accounts and priorities effectively
Strong communication skills, with the ability to explain technical concepts in plain language
Experience building relationships with a range of stakeholders
Familiarity with CRM or Customer Success tools

Nice To Haves

Exposure to data integration, data analysis, or workflow automation concepts
Familiarity with tools such as FME or similar platforms
Experience working with GIS or spatial data
Previous experience working with customers in Transportation, Government, Energy, or Utilities is an asset.

Responsibilities

Manage a portfolio of customer accounts with varying needs and priorities
Support onboarding, including initial setup and early value realization
Build relationships with customer stakeholders and act as a trusted point of contact
Facilitate discovery conversations to understand customer goals and challenges
Support the development and execution of Mutual Success Plans
Monitor product adoption and identify opportunities to improve usage
Identify and share potential growth opportunities with Account Management
Document customer insights and interactions in CRM systems
Collaborate with internal teams to address customer needs and improve outcomes
Share customer feedback to help inform product and service improvements

Benefits

Meaningful Work: Make a profound impact across our business, workplace and data integration product.
A Supportive Environment: Feel empowered to share your ideas and implement them with high autonomy and team support.
Social Responsibility: Become part of a team that finds meaningful ways to give back. Take paid time off to volunteer for one of our Safe-organized opportunities that align with our core community initiatives.
Learning & Career Development: We believe in your continuous learning and growth. Take advantage of an annual learning budget and training programs paid for by Safe.
Flexible Working Hours: Flexible and remote-friendly work arrangements to fit your lifestyle. Work when you want, and how you want to.
Work-Life Balance: There's no place for burnout at Safe. Maintain a healthy balance of your personal and work life without splitting yourself in two. Enjoy 3 weeks of vacation to recharge, plus an additional paid 6 seasonal days off per year.
Health & Wellness: Extended health, dental, health or lifestyle spending, and counseling benefits from day 1. That’s right, no waiting period.
Family is important: We are dedicated to supporting our employees through parenthood and offer a Parental Leave Top-Up Program for new parents through childbirth or adoption.
Shared Success: Share in Safe’s success with our bi-annual profit sharing and RRSP/TFSA matching program.
An Accessible Commute: Regardless of your commute method, we’re located close to public transit, and provide complimentary parking and bike storage for our team!