Description

About The Role

Candrone is seeking a customer-focused and proactive Customer Success Manager to lead and enhance the end-to-end customer experience across our organization. This role is responsible for ensuring customers receive exceptional support and value throughout their entire lifecycle, from onboarding and training through ongoing engagement, support, retention, and growth. Acting as the voice of the customer, you will take an "Outside-In" approach to evaluating processes, systems, and interactions, identifying opportunities to improve the customer journey and eliminate friction points that impact satisfaction.

You will work closely with Sales, Solutions, Marketing, Operations, and Technical Support teams to ensure customer needs are understood and addressed throughout the organization. You will be responsible for customer health monitoring, retention initiatives, escalation management, feedback programs, and the development of scalable processes, playbooks, and KPIs that support long-term growth. In addition, you will lead and mentor the Customer Success team, fostering a customer-first culture focused on accountability, continuous improvement, and operational excellence.

Key Responsibilities

Customer Journey Experience Ownership

• Map and optimize the end-to-end customer journey, identifying gaps across departmental handoffs, policies, processes, and workflows to improve the customer experience.
• Maintain and improve CSAT and NPS through consistent, high-quality engagement
• Proactively identify at-risk accounts through health monitoring and execute retention strategies to minimize churn

Team Leadership & Mentorship

• Lead, coach, and develop the Customer Success team through performance management, mentorship, goal setting, regular 1:1s, team meetings, and professional development initiatives.
• Support recruiting, onboarding, and training of new team members as the department grows

Customer Feedback & Continuous Improvement

• Build and manage structured customer feedback loops, including surveys, flight reviews, feedback sessions, personalized forms, and early-adopter programs to gather customer satisfaction and OEM product insights.
• Proactively inform customers about product updates, service changes, or solutions before issues occur

Tier 1 Support & Escalation Management

• Provide Tier 1 customer support, troubleshoot issues, develop self-service resources, and coordinate customized training initiatives to improve customer adoption and equipment proficiency.
• Collaborate with sales representatives to seamlessly transition clients for additional training when needed
• Escalate to Tier 2 or Tier 3 support when a product is deemed unfit for flight, supporting customers through escalation meetings and monitoring critical dates to maintain transparency

Cross-Functional Coordination

• Partner with Sales, Solutions, Marketing and Operations to ensure smooth handoffs across the customer lifecycle and to align goals and evaluate data-driven insights
• Identify systemic gaps in the experience ecosystem - policies, technology, and internal processes - and drive cross-departmental fixes in relation to the CS department
• Identify upsell and cross-sell opportunities within existing accounts post-sale to drive net revenue retention (NRR)

Reporting, Data & KPIs

• Analyze customer interactions and feedback, maintain customer records and segmentation, and document processes, playbooks, and customer success metrics to support continuous improvement and targeted engagement.
• Configure and manage HubSpot workflows and automations related to Customer Success to standardize processes and reduce manual handoffs
• Establish KPIs and track on retention and churn-risk indicators
• Maintain the customer database segmented by vertical, product, and loyalty tier to support direct, targeted communication

Who are you really?

• You are passionate about delivering exceptional customer experiences and building long-term customer relationships.
• You understand customer journey mapping and can identify opportunities to improve processes, retention, and satisfaction.
• You are a strong communicator who can confidently engage with customers and cross-functional teams.
• You use data and customer insights to drive decisions, measure success, and continuously improve outcomes.
• You thrive in a fast-paced environment, balancing customer needs with business objectives.
• You are proactive, adaptable, and committed to fostering a customer-first culture.

Qualifications

• 5+ years work experience in customer success management role at technical company
• Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously.
• Experience with CRM/Customer Success platforms (e.g., HubSpot) for tracking accounts and automating workflows.
• Ability to collaborate effectively across departments to resolve customer issues.
• Proficiency in analyzing customer data and translating it into action plans.
• Willingness to travel occasionally for customer visits and training, as needed.
• Flexibility to adapt to additional duties as assigned by management.

Compensation package

• Competitive salary: $75,000 - $90,000 CAD
• Equity / Stock Options: Participation in the company's stock option plan, providing long-term ownership and alignment with company growth.
• Comprehensive medical and dental benefits, including a Health Spending Account (HSA).
• Matching RRSP program to support long-term financial planning.
• Generous time-off program, including vacation, wellness days, and the full week off between Christmas and New Year's.
• Professional development support, including assistance in obtaining or maintaining role-relevant certifications (e.g., Transport Canada RPAS Pilot Certificate where applicable)

As part of our hiring process, all candidates must successfully complete reference checks and a criminal back

Compensation

$75,000.00 - $90,000.00 per year