Customer Success Manager

Laivly

4d•Remote

About The Position

About Laivly Seeking curious and creative types! We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences. Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience. This role is remote and open to all Canadian residents. About the role This is not a traditional Customer Success Role. Laivly is looking for a Customer Success Manager who can walk into a complex customer environment, quickly understand what matters, and turn ambitious ideas into measurable results. You’ll own relationships with Enterprise and SME clients using Sidd, our AI-powered platform for transforming customer service operations. You’ll be part strategic advisor, part account leader, and part operator. You’ll build trusted relationships with senior client stakeholders, bring structure to ambiguity, and keep customers moving from opportunity through implementation, adoption, renewal, and expansion. You’ll work closely with Technical Solutions, Product, and Engineering to solve difficult problems, while remaining accountable for the customer relationship and business outcome. This role is for someone who prepares deeply, communicates exceptionally well, and develops an informed point of view instead of simply reporting status. Our strongest CSMs spot risks early, ask sharp questions, create momentum, and confidently guide both customers and internal teams toward the right outcome. You’ll enjoy this role if you are curious, commercially minded, highly accountable, and energized by building inside a fast-moving AI company.

Requirements

3–5+ years of experience in strategic customer success, consulting, solutions consulting, technical account management, product, or another complex client-facing role
Exceptional communicator who can establish credibility with senior executives, operational leaders, and technical stakeholders
Thorough preparation, asking thoughtful questions, and quickly developing an informed point of view
Ability to take an ambiguous customer problem, create structure around it, and drive people toward a decision and plan
Strong commercial judgment and understanding of how customer outcomes connect to retention, expansion, and long-term account value
Proactive and highly accountable; does not wait for someone else to identify the next step or chase for an update
Ability to manage strong personalities, navigate difficult conversations, and challenge stakeholders constructively
Analytically minded and comfortable using data to assess results, identify risks, and recommend action
Technically curious and comfortable learning how APIs, AI tools, LLMs, and automation products work
Energized by startup environments where priorities move quickly and the playbook is still being built

Nice To Haves

Experience in B2B SaaS, AI and automation, contact centres, or digital transformation is an asset

Responsibilities

Own the full customer lifecycle and client relationship from implementation through adoption, renewal, and expansion
Build trusted relationships with senior client stakeholders and become a credible advisor on how AI and automation can improve their operations
Create account plans that connect customer priorities, solution delivery, measurable outcomes, risks, and growth opportunities
Partner with the Technical Solutions team to lead discovery and design sessions, understand customer workflows, and connect technical recommendations to business value
Work closely with engineering, product, and ops teams to resolve complex issues and drive improvements
Bring structure and momentum to complex situations, ensuring decisions are made, commitments are clear, and open items are driven to completion
Identify account risks before they become urgent and lead clear mitigation plans across client and internal stakeholders
Act as the voice of the customer, providing structured feedback to product, engineering, and leadership
Lead strategic and operational business reviews that demonstrate value, surface decisions, and establish accountability for next steps.
Challenge customers and internal teams constructively when decisions or delays put the intended outcome at risk.
Mentor and guide junior team members, helping to scale the CSM function at Laivly