About the Position

Customer Success Manager

Location: Vancouver, Canada

Compensation: CAD 70,000 - 80,000

About the Role

At Quadient, we are dedicated to supporting businesses in their digital transformation journey. We are currently seeking a Customer Success Manager to join our team in Vancouver, Canada. As a Customer Success Manager, you will play a pivotal role in driving customer value and retention by ensuring the successful adoption of our solutions. Your primary mission is to build strong relationships with our customers, proactively address their needs, and identify opportunities for upsell and expansion.

Responsibilities

Lead renewal discussions to secure long-term customer commitments.
Build and maintain value-rich relationships with customers.
Ensure fast time-to-value for new customers and drive product adoption.
Work cross-functionally with support and engineers to resolve customer issues.
Manage the expansion of products/services in the customer base.
Drive internal continuous improvement projects.
Identify upsell and expansion opportunities to drive account growth.
Monitor customer health and usage metrics to identify risks and opportunities.
Serve as a trusted advisor, providing strategic guidance to help customers achieve their goals.

Requirements

Core Skills:
- Bachelor's degree ideally in technology, business administration, or finance.
- 1-2 years of customer success, account management, and implementation experience.
- Experience working for a SaaS company or a start-up would be considered an asset.
- Basic knowledge of accounting.
- Passion for working with customers.
- Strong organizational and planning skills.
- Exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure.
- Strong interpersonal skills and ability to establish rapport with both customers and colleagues while maintaining integrity and honesty.
- Effective listening skills to understand customer needs beyond the question.
- Critical thinking and ability to resolve complex situations.
Nice to Have:
- Experience using accounting software such as Sage Intacct, Netsuite, Quickbooks, etc.
- Knowledge of the software development cycle and basic computer troubleshooting.
- Experience with support software (Freshdesk) and CRM (Salesforce).
- CPA designation.

We Offer

Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

About the Company

At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other.

It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills, and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.

Smart Work at Quadient

At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you’ll be part of a dynamic, people-first community that drives success together.

Be Yourself at Quadient

Our values define how we work as a team: Empowerment, Passion, Inspiration, and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We’re a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

Equal Employment Opportunity

Quadient is an Equal Employment Opportunity Employer. We firmly believe in zero discrimination in employment on any basis, including race, color, religion, sex, national origin, age, disability, veteran or military status, genetic information, citizenship status, and any other characteristics protected by local, state, or federal law.

Apply Now

If you are passionate about driving customer success and thrive in a dynamic, innovative environment, we encourage you to apply for this exciting opportunity. Join us at Quadient and be part of a team that is shaping the future of customer communications and business solutions.

Apply now to embark on a rewarding career journey with Quadient!

Customer Success Manager

Job description