Customer Success Manager (Mid-Market)

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Location: Ottawa, ON (Hybrid, 3 days in office) 

Type: Full-Time

We are looking for an Ottawa-based Customer Success Manager to join a leading ecommerce monitoring and experience analytics platform.

About the Role

As a Customer Success Manager, you will be responsible for transforming customers into product champions. From onboarding to adoption, and from retention to expansion, you’re the primary face of the company in the eyes of the customer and will play a huge role in their success.

What You'll Do

• Deliver Value: Drive success through all stages of the customer lifecycle, from onboarding through renewal and expansion.
• Drive Adoption: Proactively engage customers to support and drive usage of our platform.
• Strategic Meetings: Perform monthly/quarterly business reviews with customers.
• Risk & Growth Management: Proactively identify renewal risks and expansion indicators within your portfolio.
• Thought Leadership: Act as a consultant for your customers, raising solutions and addressing concerns before they escalate.
• Stakeholder Influence: Work with internal and external cross-functional stakeholders, including executives, to achieve win-win solutions.
• Accountability: Responsible for a renewal quota, monitoring customer health, and achieving key KPIs.
• Problem-Solving: Manage issues for your portfolio, whether that requires technical expertise or creative workarounds.
• Internal Partnership: Collaborate with sales, product, and engineering teams to ensure the overall success of the merchant.
  

What You Bring

• Strategic Experience: Prior experience in customer success, managing complex relationships in a high-touch capacity.
• Consulting Mindset: Strong critical thinking skills and the ability to apply best practices to solve customer experience and process problems.
• Ownership Mentality: The ability to manage projects end-to-end with minimal oversight.
• Communication Skills: Comfortable supporting and influencing stakeholders at all levels of an organization.
• Organizational Prowess: Ability to balance multiple priorities in a fast-paced environment.
• High EQ: You value collaboration, enjoy building relationships, and understand the motivations of others.
• Industry Knowledge: Experience in e-commerce or a high-growth startup is a plus.
  

Who You Are

• Ottawa-Based: Located in Ottawa (we are not considering candidates outside of this area).
• Experienced: 4+ years of relevant industry experience at a high-growth startup or a "scrappy" team within a larger company.
• Full-Lifecycle Driven: Excited to own the entire journey, from onboarding to expansion.
• Tech-Savvy: A genuine interest in learning the technical "ins and outs" of a complex solution.
• Resilient: Comfortable with difficult customer conversations—you run toward the fire, not away from it.
• Tool-Proficient: Familiarity with Salesforce, Tableau, and Gong is preferred. Experience with customer health platforms like ChurnZero is a huge plus.
  

What You'll Get

• Mentorship: Hands-on guidance and a team motivated to help you grow.
• Impact: A ton of experience working with complex accounts and technical solutions in an extremely fast-paced industry.

Location: Ottawa, ON (Hybrid, 3 days in office) 

Type: Full-Time

We are looking for an  

About the Role
As a Data Scientist, you'll own the end-to-end development of customer-focused data products that help company teams understand and improve the customer journey. You'll translate business questions from Go-To-Market (Sales, Marketing and CS)  and Product partners into clear requirements. You'll explore product usage and feedback data and turn findings into dashboards, reports, and recommendations that support better decisions across Sales, Marketing, Customer Success, Finance, and Product. You'll also advocate for data quality and performance as you shape the long-term analytics strategy around our customers and their lifecycle. This role reports to the VP, Finance and Operations and will be working closely with Go-To-Market (Sales, Marketing and CS)  and R&D partners.

What You'll Do:

• Collaborate with Go-To-Market, Product, and RevOps teammates to translate business questions about the customer journey and product usage into clear analytical insights.
• Design and build dashboards and reports that serve as a single source of truth and provide trusted visibility into customer lifecycle, behaviour, and feedback.
• Explore and analyze data from sources such as Segment, Salesforce, Mixpanel, ChurnZero and Metabase to uncover trends, risks, and opportunities for growth or improvement.
• Debug and resolve pipeline failures, performance issues, and data inconsistencies.
• Build relationships with technical and non-technical stakeholders to understand data structures and business priorities.
• Interpret data as the collective voice of our clients, generating insights that inform our product roadmap and user experience 
• Hold teams accountable to measurable impact, enabling them to identify and target their most effective levers to improve the business

What You Bring:

• Skill in designing and building business intelligence dashboards (such as in Tableau) that are maintainable, scalable, and aligned to stakeholder needs.
• Experience in analytics roles focused on SaaS products, including analyzing product usage, customer journeys, and lifecycle stages.
• Experience collaborating with cross-functional partners, including Customer Success, Product, Marketing, Sales, and Finance.

Who You Are

• Strong SQL skills and proficiency in at least one programming language (e.g., Python, Scala)
• Hands-on experience with cloud data platforms (e.g., Snowflake, BigQuery, Redshift)
• You have 4+ years of relevant industry experience at a high-growth startup, or scrappy team at a larger company
• You’re eager to jump in and serve as the primary data thought partner for a cross-functional team working on a novel and quickly evolving problem space
• You’re excited about providing “full-stack” data support covering metric & data model design, exploratory analysis, testing & experimentation, and predictive modelling
• Familiarity with data orchestration and transformation tools (e.g., Airflow, Dagster, dbt)
• Proven experience integrating multiple systems and pipelines to enable end-to-end data flow and create a unified, reliable data view.