Job Description
Customer Success & Growth Manager
Mississauga, ON (Hybrid) • GoZen Intelligence (GoFleet / ZenduIT)

What this role is
You own the relationship and the result. You call customers before they call you. You learn their operation well enough to spot what they're missing, you fix what's broken, you recover the accounts that are drifting, and you find the places where more of what we do would genuinely help them - then you make that case.

What this role isn't
It isn't a support queue. It isn't cold-calling strangers off a list. It's account ownership with real commercial accountability.

What you'll do

• Proactively call and engage your accounts on a cadence set by value, adoption and risk - not a fixed quarterly calendar
• Drive product adoption: find the gap between what a customer bought and what they actually use, and close it
• Recover at-risk and unhappy accounts - get to the real cause, agree a plan, execute it
• Own renewal outcomes and surface risk early enough to do something about it
• Identify expansion opportunities from how customers actually use the product, and advance them to a decision
• Use AI tooling daily - account research, call prep, usage analysis, follow-up, opportunity spotting
• Turn what you hear from customers into internal action, and tell the customer when it changed something

Who you are

• Comfortable picking up the phone and leading the conversation - including when the customer is unhappy or pushing back
• You ask better questions than you make statements, and you listen to the answers
• Commercially aware without turning a success call into a sales pitch
• You use AI to prepare and move faster, and you check its work before it reaches a customer
• You take feedback and change what you do - fast

Must-haves

• Demonstrated proactive outbound customer calling experience - you'll be asked to show it live, not describe it
• Consultative discovery, objection handling, and the ability to close on a clear next step
• Strong written and verbal communication, including with senior stakeholders
• Practical AI fluency applied to real work
• Comfort with data - able to read usage and telemetry patterns and explain them plainly
• Legally entitled to work in Canada without sponsorship

Language: English required. English + Spanish strongly preferred for accounts in our Spanish-speaking markets; English + Arabic is our secondary language profile.

Experience: We care more about demonstrated judgment, ownership, learning velocity and measurable customer-facing results than a specific number of years. If you can show the outcomes, we're interested.

Our process - so you know upfront

1. Screening conversation (~20 min)
2. Short at-home judgment and AI-aptitude exercise (~60-75 min)
3. Live customer-call simulations - three scenarios, plus coaching and one repeat scenario so we can see how you adapt (~90 min, paid: $150 honorarium)
4. Final conversation and offer

Sessions are recorded with your consent for evaluation calibration. You can decline recording without affecting your candidacy - we'll assess live instead.

AI usage statement
We use AI across the business. You're expected to use AI tools responsibly, with human review and an auditable trail on anything that touches customer data, commercial terms or billing.

Internal note: draft status. Compensation bands, language-requirement scoping and cohort structure pending confirmation - do not publish until cleared.