Customer Success Manager

ClearRisk

About The Position

ClearRisk is a rapidly scaling SaaS company providing cloud-based claims and risk management solutions to organizations across North America. Its products help customers optimize risk, improve safety, lower insurance and risk management costs, and use data to support business growth. The Customer Success Manager joins the Customer Success team and reports to the Director of Customer Success. This is a full-time permanent position based in St. John’s, Newfoundland and Labrador, Canada, or remote. The role focuses on building long-term customer partnerships and helping customers achieve lasting value from the ClearRisk platform. The Customer Success Manager serves as the primary contact for onboarding, training, post-launch support, implementation oversight, adoption, and ongoing customer guidance. The position also works with customers and internal teams on renewals, expansion opportunities, product and service improvements, and the evolution of Customer Success processes.

Requirements

University degree or college diploma in education or business administration, or equivalent.
Three to five years of direct experience in Customer Success, learning and development, Account Management, Client Services, or a related role; SaaS experience is preferred.
Experience with CRM and Customer Success Management platforms such as Salesforce, ChurnZero, ClientSuccess, or similar tools, including managing customer data, tracking engagement, monitoring customer health metrics, and generating reports.
Technical aptitude to learn and explain software products, troubleshoot customer issues, and collaborate with development teams.
Understanding and working knowledge of the customer journey and techniques for ensuring quality deliverables.
Strong organizational and project management skills, attention to detail, multitasking and time-management abilities, and ability to meet deadlines while managing multiple accounts and priorities.
Strong communication skills and ability to engage customers and deliver effective training programs.
Strong analytical skills, including the ability to interpret customer data and translate insights into actionable strategies.
Customer-focused mindset and proactive approach to problem-solving and relationship management.
Ability to analyze data and customer feedback to drive engagement, retention, and process improvements.
Outstanding written and verbal communication skills.
Energetic, self-motivated, and results-oriented.
Adaptability and resilience in a fast-paced, evolving environment.
Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, for creating reports, presentations, and documentation.

Nice To Haves

Experience in a SaaS environment.

Responsibilities

Serve as the primary contact for onboarding new customers, training ClearRisk users, and providing post-go-live support.
Deliver training through online sessions, Q&As, webinars, and self-paced learning materials.
Promote training sessions, webinars, and the ClearRisk Knowledge Base to encourage participation and user adoption.
Use data to evaluate the impact of training initiatives on customer success, product adoption, and business outcomes.
Communicate regularly with customers, conduct interviews, gather system-usage feedback, and provide insights for improvements.
Work directly with customers to create case studies and testimonials that highlight return-on-investment success stories.
Collaborate with internal teams and customers to support contract renewals and expansion opportunities.
Provide customer input to product, marketing, and sales processes to enhance the overall customer experience.
Monitor customer engagement with the platform and provide regular feedback to internal teams about product and service improvements.
Share insights and best practices to help customers maximize value from the ClearRisk platform.
Oversee and monitor customer implementations to ensure timelines and deliverables are achieved, collaborating with internal teams to resolve technical issues.
Work with cross-functional teams to continuously improve customer onboarding, implementation, and adoption processes.
Collaborate with the development team to configure the platform to customer requirements and troubleshoot customer-reported technical issues.
Create and remain accountable for key performance metrics and reporting.
Help evaluate and refine ClearRisk’s Customer Success processes, methodology, and structure.