Job title: Customer Success Manager, Growth-Letus
Reports to: Director, Customer Success-Prisma
Department: Prisma
Location: Remote
Grade: 17
About the Role:
We are looking for a commercially minded Customer Success Manager to own and grow our portfolio of LetUs customers across Canada.
This role sits at the intersection of Customer Success, Account Management, and Sales. You will own relationships across a portfolio of 100+ customers, helping them maximize the value of their current partnership while proactively identifying opportunities to expand the products and services they use.
We are looking for someone who enjoys building relationships, uncovering customer needs, identifying revenue opportunities, and confidently guiding customers toward solutions that create additional value for their business.
You'll also play an important role in the future of these relationships. As our Prisma platform expands, you will help educate and prepare LetUs customers for an eventual transition to Prisma, ensuring they understand the broader value of the partnership and are positioned for a successful migration when the time is right.
Responsibilities:
- Own the relationship and commercial success of approximately 100+ LetUs customers across Canada.
- Develop strong relationships with customer stakeholders and become a trusted point of contact for their business.
- Understand each customer's business, goals, current product usage, and opportunities for additional value.
- Proactively identify, develop, and close expansion opportunities within the existing customer base.
- Own expansion opportunities through the sales cycle, including discovery, product demonstrations, solution positioning, and close.
- Introduce customers to additional products and services that align with their needs and business objectives.
- Conduct strategic customer conversations and business reviews focused on adoption, outcomes, growth opportunities, and future priorities.
- Maintain a healthy pipeline of expansion opportunities and accurately track activity, opportunities, and next steps in the CRM.
- Develop scalable outreach and engagement strategies appropriate for a portfolio of 100+ customers.
- Identify customers who may require additional attention based on engagement, adoption, growth potential, or risk.
- Partner with Support and other internal teams to resolve customer service issues, while quarterbacking critical issues through resolution and maintaining ownership of the overall customer experience.
- Serve as the voice of the LetUs customer internally, identifying recurring needs, friction points, and opportunities to improve the customer experience.
- Educate customers on the evolving Prisma offering and build excitement and readiness for future migration opportunities.
- Support future LetUs-to-Prisma migrations by helping customers understand the business value of moving to the broader platform.
- Meet or exceed defined customer retention, engagement, adoption, and expansion goals.
What Success Looks Like:
Success in this role means customers don't simply stay with LetUs. They deepen their relationship with us. You'll know you're succeeding when you're building meaningful customer relationships across a large portfolio, increasing engagement and adoption, consistently uncovering and closing expansion opportunities, and developing customers who are excited and prepared for the broader Prisma relationship ahead.
Candidate Requirements:
- Experience in Customer Success, Account Management, Sales, or a hybrid customer-facing growth role.
- Demonstrated ability to identify and close expansion or upsell opportunities within an existing customer base.
- Strong discovery skills, with the ability to uncover customer needs through thoughtful, consultative conversations and successfully sell them on aligned product offerings. .
- Comfortable discussing value, pricing, products, and commercial opportunities directly with customers.
- Able to build strong customer relationships while still asking for the business.
- Highly organized and comfortable managing a large portfolio with competing priorities.
- Able to determine where high-touch engagement will have the greatest impact while using scalable approaches across the broader portfolio.
- Strong written and verbal communication skills.
- Curious, proactive, and comfortable learning new products and navigating change.
- Able to operate independently while collaborating effectively across multiple internal teams.
- Comfortable working in a fast-moving environment where processes and products continue to evolve.
Nice to Have:- Experience in PropTech, multifamily, property management, FinTech, payments, or SaaS.
- Experience managing Canadian customers or familiarity with the Canadian multifamily/property management market.
- Experience managing a high-volume customer portfolio.
- Experience selling additional products or services into an existing book of business.
- Experience supporting customers through a product migration or technology transition.
Work Environment & Culture:
We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.
Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you'll be part of a company that empowers you to perform at your best and be known for results.
Compensation and Benefits:
Compensation range: $80k - $90k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.
Financial Wellness
- Bonus programs
- 401(k) match
- Employee Stock Purchase Program (ESPP)
- HSA and FSA options
- Financial wellness resources and employee discount programs
Health & Well-being
- Medical, dental, and vision coverage
- Mental health support for employees and dependents through Lyra Health
- Family planning and women's health benefits through Carrot
- Gym membership reimbursement and virtual wellness programs (including yoga)
Time Off
- 3 weeks PTO to start, with unlimited PTO after year one
Growth & Development
- Education expense reimbursement
- Leadership development programs
- Certified Payments Professional (CPP) certification support
We believe great performance starts with feeling supported - and we've built our benefits with that in mind.
Traditional Physical Requirements:
- Requires prolonged sitting, standing, bending, stooping and stretching.
- Requires the ability to lift 10 pounds.
- Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).
