Senior Customer Success Manager

Conexiom • Kitchener, ON

26d • $133,333 • Remote

About The Position

Conexiom is on a mission to eliminate the manual work holding manufacturers and distributors back. Our Intelligent Order Automation platform — powered by CoreAI, trained on over one billion line items a year — transforms how enterprise sales teams operate, freeing them from data entry so they can focus on what actually moves the needle: revenue. With 20+ years of innovation, a Microsoft Azure foundation, and SOC 2 Type II certification, we build products our customers trust at scale. If you want to work on technology that creates immediate, measurable impact for the people using it every day, you're in the right place.

About The Opportunity:
We're looking for a CSM who owns their book of business proactively from health, retention, and growth who acts as a strategic advisor to their accounts, not just an administrator of them.
We're hiring someone who is driven to accelerate and expand the value a customer gets, builds the executive relationships that make renewal a non-event, and creates the conditions for growth that Sales then closes.
What Great Looks Like Here:
Own the Relationship: Value Amplification, not Value Maintenance
Own the Outcome: Retention and Renewal, End to End
Drive the Engine: Build the Conditions for Growth
Be the Voice of the Customer: Cross-Functionally to Deliver Results

Requirements

• Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts with direct accountability for retention and renewal outcomes
• Demonstrated experience building and owning relationships with senior/executive stakeholders, not just operational or user-level contacts
• Demonstrated track record of proactively catching and resolving churn risk before it's escalated to you, not just responding once a renewal is already in jeopardy
• Experience translating account or usage data into a business-value narrative that resonates with customer executives, not just a usage report
• Experience building a qualified expansion opportunity and handing it off cleanly to a sales process
• Strong cross-functional operating skills and comfortable driving alignment across Sales, Product, and Support without formal authority
• Technical fluency: able to learn new software quickly and explain it simply to non-technical stakeholders
• Knowledge of CRM, project, or customer success/data management tools

Nice To Haves

• Experience building account or success plans within a formal health-scoring or lifecycle framework (e.g., Gainsight, Totango, Catalyst)
• Experience supporting customers through platform migrations, product re-architecture, or AI/automation adoption
• Direct experience partnering with Product and Engineering teams on feedback loops and roadmap input
• Prior experience in Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software
• Background scaling proactive CS processes in a growing SaaS organization

Responsibilities

• Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors, not just day-to-day users, so account knowledge and influence don't sit with one contact
• Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change
• Own the health, retention, and renewal outcome for your portfolio; proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account
• Drive a proactive touchpoint cadence across the portfolio rather than operating purely in response to inbound requests
• Identify and resolve customer-raised issues and friction points before they escalate, owning them through to resolution
• Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations; a strategic conversation, not a status update
• Identify expansion signals through usage patterns and business reviews, and build the business-value case with the customer
• Advance qualified expansion opportunities to Sales for close. You own the conditions for growth; Sales owns the commercial close
• Surface adoption themes and feedback patterns to the leadership and Product teams
• Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing to resolve customer needs and drive advocacy

Benefits

• Impactful Work
• Real Growth, Not Just a Title
• A Culture That Actually Includes You
• Inclusive culture isn't a talking point for us — it's something we actively build. That means hiring for diverse perspectives, creating space for candid conversations, and holding ourselves accountable to an environment where different backgrounds and ways of thinking make the work better. We're not perfect, but we're committed.
• Conexiom is an equal opportunity employer. We believe the best teams are built from diverse perspectives, backgrounds, and experiences — and we're committed to creating an environment where everyone can do their best work.
• If you don't meet every qualification listed, apply anyway. We hire for skills, experiences, and accomplishments — not where you've been, but what you've done.
• If you require accommodations at any point during the recruitment process, please reach out to our People team at [email protected]. We're happy to help.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed