Customer Success Manager

Customer Success Manager 

At Cardata, customers are at the centre of everything we do. Our Customer Success team protects retention by helping customers get greater value from their reimbursement programs and building strong, lasting relationships.

As a Customer Success Manager, you'll own a portfolio of customer relationships after implementation, helping customers navigate their programs, resolve challenges, and achieve meaningful business outcomes while contributing to Cardata's GRR and NRR goals.

This is a hands-on role that combines customer relationship management with problem-solving and day-to-day execution and management of customer expectations. You'll develop a strong understanding of our platform and reimbursement workflows to confidently investigate issues, troubleshoot challenges, and guide customers toward practical solutions.

You'll thrive here if you're naturally curious and enjoy learning, are resourceful, highly organized, and an excellent communicator. You enjoy digging into complex problems, finding answers, and balancing competing priorities while ensuring customers feel supported and nothing falls through the cracks.

This is a remote-first role with occasional travel, approximately 2–3 times per quarter.

What you'll do

• Own a portfolio of customer relationships, understanding their business objectives, reimbursement programs, and ongoing needs to deliver a responsive, reliable customer experience while managing customer expectations.
• Investigate and resolve customer challenges, using platform knowledge, documentation, data, and internal resources to troubleshoot issues, identify root causes, and drive solutions through to completion.
• Manage a high volume of customer requests, triaging inquiries, prioritizing by urgency and business impact, and maintaining clear ownership of deadlines and follow-ups and managing customer expectations.
• Communicate clearly and proactively, setting expectations, explaining complex information, and keeping customers informed throughout the resolution process.
• Develop deep knowledge of Cardata's platform and reimbursement workflows to confidently answer questions, guide customers, and identify opportunities to improve program effectiveness.
• Monitor customer health, adoption, and program performance, identifying risks and taking action to protect retention and customer satisfaction.
• Lead customer check-ins, and renewal preparation, using customer insights to demonstrate value and provide practical recommendations.
• Identify opportunities to improve customer outcomes and expand value, partnering with Account Managers on potential growth opportunities.
• With support of Customer Success Associate, interpret data insights to inform customer conversations and recommendations.
• Partner with Support, Product, Engineering, and Implementation to coordinate resolutions, address recurring issues, and improve the customer experience.

What you'll bring

• 3–5 years of experience in Customer Success, Client Services, Implementation, or a similar customer-facing role, within B2B SaaS.
• Strong troubleshooting and problem-solving skills, with the curiosity and resourcefulness to investigate unfamiliar issues, identify root causes, and independently drive resolution.
• Exceptional written and verbal communication skills, including the ability to simplify complex information, manage stakeholder expectations, and navigate challenging customer conversations.
• Excellent organization, prioritization, and time management skills, with experience managing a busy portfolio, high volumes of inquiries, and competing deadlines.
• Strong customer ownership and relationship-building skills, with a track record of building trust, following through on commitments, and delivering a reliable customer experience.
• Strong technical aptitude, with the ability to quickly learn SaaS platforms, understand operational workflows, and navigate interconnected systems.
• Sound judgment and attention to detail, particularly when assessing urgency, investigating issues, and determining when to involve internal partners.
• Strong ability to recognize customer risks, protect retention, and identify opportunities for account growth.
• Strong affinity for continual learning of new tools, products and programs.

Compensation

The expected base compensation for this role is 68,000–76,000 CAD annually, dependent on experience and competency. This role is also eligible for target variable incentives of 5,000-10,000 CAD, with actual earnings dependent on experience, skills, and performance.

This is a vacant position, and we are seeking someone who will bring a new perspective, contribute meaningfully to the team, and grow with the organization.