Customer Success Manager, SymPro

<p data-pm-slice="1 1 []"><strong>We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this <a href="https://jobs.lighthousehiring.ai/aquila/2f05e71a-7b74-4a34-931e-675296556ded/9ed43e8f-87ae-4690-8e9e-777648010813?source=trakstrar"><u>link</u> </a>directly.</strong></p><p><strong>Who we are</strong></p><p>At Aquila, we invest in category-defining B2B/B2G software companies globally, acting as a thought-partner, striving for the success of our companies in the long term. We are a well-managed, profitable company that operates like a startup with the financial backing of a parent company. For our people, this means limitless possibilities.</p><p>We are unapologetically unique, pivoting to respond to the needs of the multiple markets we operate in. We have ambitious goals, and we are looking for genuine contributors with integrity, energy, flexibility, and loyalty. We are investing in building future leaders who can take an idea and make things happen.</p><p><strong>Who we need</strong></p><p>At SymPro, an Aquila company and part of Constellation Software, we provide treasury management software that supports investment, debt, and cash management operations for public sector organizations across North America. With more than 400 customers, we help government agencies and public institutions improve financial accuracy, reporting, and operational efficiency in complex treasury environments. Backed by the stability of Constellation Software and the long-term ownership model of Aquila, SymPro combines the strength of an established business with the agility of a focused, product-led software company.</p><p>Reporting to the Sales and Marketing Manager, we are hiring a Customer Success Manager to build and strengthen relationships with our existing public sector customers across North America. As our new Customer Success Manager, you will be the primary point of contact for government agencies and public institutions using our treasury management software, ensuring they receive the attention, guidance, and support they need to get the most from our solutions. You will take ownership of customer relationships, work closely with internal teams to address their needs, support renewals, and identify opportunities to introduce additional products and services.</p><p><em>This is a full-time, remote role based in the United States or Canada.</em></p><p><strong>What&rsquo;s in it for you</strong></p><p><em>Make customer success your own.</em> We have spent decades building relationships with public sector organizations, and many of our customers have been with us for years. You will have the opportunity to take ownership of these relationships and help shape a more proactive, personalized approach to customer success. You will bring your ideas and experience to how we engage customers, anticipate their needs, and ensure they continue to feel valued and supported.</p><p><em>Build meaningful relationships around a proven and evolving product.</em> We have an established presence in the public sector treasury management market and have invested in modernizing our investment, debt, and cash management solutions. You will work directly with the people responsible for managing public funds, helping them get more value from the technology they use and supporting their transition to our newer, cloud-based solutions. You will have the opportunity to strengthen longstanding customer relationships, introduce additional capabilities, and help customers see the benefits of our continued investment in our products.</p><p><em>Expand your commercial skills and career opportunities.&nbsp;</em>You will gain experience beyond traditional customer success, combining relationship management with renewals, account expansion, and inside sales opportunities. You will work closely with Sales, Support, and leadership, gaining insight into how customer relationships contribute to business growth. As you develop your skills, you may have opportunities to move into broader customer success, account management, sales, or leadership roles within SymPro and the wider Aquila organization.</p><p><strong>As our new Customer Success Manager, you will</strong></p><ul><li><strong>Own and strengthen customer relationships.</strong> You will build trusted, ongoing relationships with an assigned portfolio of SymPro customers and become their consistent point of contact after implementation. You will proactively check in, understand how clients are using our products, confirm they are getting value from the platform, and ensure they feel known, supported, and connected to SymPro.</li><li><strong>Improve retention and renewal readiness.</strong> You will stay close to customer sentiment, usage patterns, open items, and renewal timing to identify accounts that need attention before concerns become risks. You will support the renewal process for assigned accounts, help customers understand SymPro's ongoing value, and coordinate next steps that support long-term retention.</li><li><strong>Create a more connected customer experience.</strong> You will work across Implementation, Support, Sales, and leadership to keep customer needs moving forward. When a client has a question, concern, invoicing need, contract detail, billing change, or account administration issue, you will help route it, track it, and ensure the right people are involved through to resolution.</li><li><strong>Guide migrations and relationship-led expansion.</strong> You will help customers understand the value of moving to newer SymPro products where appropriate. You will also identify opportunities to introduce additional products, modules, and services, own smaller add-on conversations, and partner with Account Executives on larger or more complex opportunities.</li><li><strong>Maintain clear account visibility.</strong> You will keep accurate records of customer conversations, account activity, renewal status, risks, opportunities, and next steps in the CRM. You will help SymPro create a more consistent view of account health and ensure customer information is current, actionable, and easy for internal teams to use.</li><li><strong>Turn customer insight into action.</strong> You will gather feedback, identify patterns, and share what you are hearing with Sales, Support, Implementation, Product, and leadership. Your insight will help inform product, pricing, process, renewal, reference, and case study opportunities while improving how SymPro supports its customers.</li></ul><p><strong>You bring</strong></p><ul><li><strong>The customer relationship expertise.</strong> You have built trust with customers in a relationship-focused role such as customer success, account management, client services, inside sales, banking, software, public sector, financial services, or a related environment. You know how to become a reliable point of contact, maintain long-term relationships, and represent the customer&rsquo;s needs with professionalism and care.</li><li><strong>The account ownership mindset.</strong> You can manage a portfolio of customers, create a consistent outreach rhythm, track open items, and stay close to account health. You know how to identify when an account needs attention, keep follow-up moving, and ensure important customer needs do not get lost between teams.</li><li><strong>The communication and coordination skills.</strong> You communicate clearly with customers and internal teams, ask thoughtful questions, and follow up when you say you will. You can listen to concerns, clarify next steps, coordinate with the right people, and help customers feel confident that their needs are being taken seriously.</li><li><strong>The commercial awareness.</strong> You can identify opportunities to support renewals, expand relationships, introduce product migrations, generate leads, and contribute to revenue goals without making every conversation feel like a sales pitch. You know how to balance customer advocacy with company priorities and practical business outcomes.</li><li><strong>The professionalism and product mindset.</strong> You are comfortable building rapport with finance, treasury, accounting, investment, and operational stakeholders. You can learn software products, understand how technology supports customer workflows, and recognize when to involve Support, Implementation, Sales, or Product. Experience with public sector organizations, treasury, investment, debt, cash management, accounting-adjacent software, SaaS subscription models, renewals, migrations, CRM tools, ticketing systems, or AI-enabled workflow tools is an asset.</li></ul><p><strong>Why join?</strong></p><p>SymPro and Aquila are part of Constellation Software Inc., one of Canada's largest and most successful software companies and its most successful technology stock over the last 10 years [TSE: CSU].</p><p>Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. This is a place where high performance and hard work are rewarded, where leaders are grown, and where the best ideas win. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.</p><p>We spend our days asking questions and challenging the status quo, manipulating our structure, roles, and internal operations in order to stay ahead in a competitive landscape.</p><p>If you share our growth mindset, relationship-focused approach, and high moral fibre, you will thrive at Aquila.</p><p><strong>Apply now.</strong></p><p>Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have most of the qualifications we are seeking, and want to play an integral role in our success, apply to express your interest.</p><p><strong>What you can expect from our interview process:</strong></p><ul><li>A virtual interview with a Talent Advisor to discuss your interest in joining SymPro and Aquila and in the role. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.</li><li>A virtual interview with the General Manager focused on your experience building customer relationships, taking ownership of customer needs, communicating effectively, and identifying opportunities to strengthen customer satisfaction and retention.</li><li>A final interview with members of the SymPro and/or Aquila team, focused on your approach to customer success, relationship management, problem-solving, and collaboration across teams. You will also have the opportunity to learn more about the role and ask questions.</li></ul><p>Aquila and SymPro promote equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request.</p><p>#LI-DNI<br><br><strong>We are excited to speak to you about this opportunity. If you are interested in joining our growing team, please apply to this <a href="https://jobs.lighthousehiring.ai/aquila/2f05e71a-7b74-4a34-931e-675296556ded/9ed43e8f-87ae-4690-8e9e-777648010813?source=trakstrar"><u>link</u> </a>directly.</strong></p>