Customer Success Manager

Avomind•Montreal, QC

11d

About The Position

They are an AI powered voice agent that handles inbound calls, takes reservations, processes payments, and delivers 24/7 customer support, all without human intervention. When a situation requires a human touch, they seamlessly transfers the call with full context. They were purpose built for the rental industry, starting with car rental operators across North America. Their platform integrates directly with rental management systems, giving operators instant call answering, real time availability checks, automated booking workflows, and a live performance dashboard. They are now establishing it as an independent business unit with its own leadership team, with ambitions to expand into the broader rental and services verticals. This is a ground floor opportunity to join a product that already works, at the moment it begins to scale.

Requirements

2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS.
Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn.
Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously.
Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical.
Proactive and empathetic: you anticipate customer needs rather than waiting for escalations.
Comfortable working with data to monitor customer health, spot trends, and inform decisions.
CRM experience (HubSpot, Salesforce, or equivalent).
Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment.

Nice To Haves

Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus.
Experience onboarding customers onto AI, automation, or voice/conversational technology products.
Experience building or materially improving customer success processes, playbooks, or health scoring from scratch.
Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question.
Startup or early stage SaaS experience where you had to build the function, not just run it.

Responsibilities

Own customer onboarding and activation
Lead new customers through implementation: configuring the product for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows.
Train customer teams on the product dashboard, analytics, call review, and configuration tools so they can self serve day to day.
Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved.
Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows.
Drive retention and customer health
Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data.
Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them.
Manage renewals and ensure customers continue to see value as their business and capabilities evolve.
Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer.
Identify growth and expansion opportunities
Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases.
Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration.
Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth.
Build the success function
Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes.
Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot).
Contribute to building a knowledge base of best practices, FAQs, and self-service resources for customers.