Customer Success Manager - North America

Open Point•Vancouver, BC

6d•CA$75,000 - CA$90,000•Remote

About The Position

As a Customer Success Manager, you will serve as the strategic partner to our most valued clients across North America. You will own retention and renewals, identify and qualify expansion opportunities, and ensure clients derive measurable value from our platforms, driving outcomes that matter to them and growth that matters to our business. This role is ideal for a Customer Success Manager with a passion for public participation, stakeholder engagement, infrastructure, and digital transformation in government and regulated industries.

Requirements

3-5 years in Customer Success or Account Management in a SaaS environment.
Proven success retaining & growing complex, multi-stakeholder accounts in sectors such as: State Government, Departments of Transport, Utilities, Renewable Energy
Strong understanding of stakeholder relationship management and community engagement practices
Experience with CRM tools (e.g., Salesforce, Hubspot), customer health metrics, and success planning frameworks.
Excellent communication, facilitation, and presentation skills.
Ability to work independently in a remote-first environment while collaborating across global teams.

Nice To Haves

Experience with platforms like PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus.
Familiarity with IAP2 principles or other public participation frameworks.

Responsibilities

Strategic Account Management: Own a portfolio of clients across local government, transport, utilities, and energy sectors. Build trusted relationships with senior stakeholders.
Value Realisation: Conduct regular Account Reviews and strategic alignment sessions to drive product adoption, deliver targeted training, and ensure clients achieve their engagement and compliance goals.
Renewals & Price Increases: Lead renewal and price increase activities by demonstrating sustained value, identifying risks early, and supporting commercial discussions with customer insight and context.
Risk Mitigation: Proactively identify, monitor, and mitigate customer risks by addressing adoption gaps, stakeholder changes, and value erosion before they impact renewal or satisfaction.
Expansion Identification (with Account Managers): Collaborate closely with Account Managers to identify, qualify, and validate expansion opportunities by surfacing customer needs, usage signals, and outcome gaps, enabling effective handoff for progression
Customer Voice: Champion customer feedback internally to influence product development and service improvements.
Customer Advocacy: Build strong relationships that generate referrals and advocacy through testimonials, case studies, and introductions.
Travel: Visit key clients for strategic reviews, workshops, and events (travel required within region).