Customer Success Manager (CSM)

Helcim Inc•Calgary, AB

67d•Hybrid

About The Position

Helcim is growing and we need to add to our Merchant Relationship team! Rather than moving through a checklist of tickets, a Customer Success Manager (CSM) (internally titled Merchant Relationship Specialist) acts as a dedicated business consultant and internal advocate for Helcim’s high-value accounts. Their day is defined by proactive, unscripted engagement—prioritizing a strategic phone call over an automated email to deeply understand a merchant’s unique business model and growth hurdles. They move beyond basic technical support to analyze a merchant’s processing health, identifying opportunities where Helcim can provide more value or reduce friction. Internally, they serve as a high-leverage connector, bypassing siloed ticketing systems to collaborate directly with Product, Risk, or Leadership teams to ensure their merchants’ specific needs are met. Ultimately, their success isn't measured by how fast they close a task, but by the depth of the trust they build and the long-term retention and growth of their assigned portfolio.

Requirements

Consultative Intuition: The ability to read between the lines of a conversation and identify a merchant’s unspoken business needs.
Phone Mastery: Exceptional comfort with unscripted phone conversations; able to lead high-stakes calls with business owners.
Creative Problem Solving: Able to find "non-standard" ways to add value and build rapport without relying on a script or sequence.
Business Acumen: Understanding merchant financial health and the impact of processing on their bottom line.

Nice To Haves

Not checking every box? Apply anyway! We value diverse perspectives and "The Way of the Helcim" over a perfect resume. If you’re a builder who chooses the harder path, we want to hear from you.

Responsibilities

Manage high-GPV merchants, focusing on their business growth rather than just technical setup.
Prioritize unscripted phone calls and video meetings over automated email sequences.
Identify opportunities within a merchant's business where Helcim can provide more value, ensuring they have fully adopted our platform and products.
Act as a dedicated advocate for the merchants needs, ensuring their feedback reaches Product and ELT.