Customer Success Manager responsible for customer onboarding, adoption, retention, and expansion at Noibu in Ottawa. Building relationships and influencing stakeholders to achieve customer success.
About the role
- Customer Success Manager driving product adoption and measurable outcomes for finance teams using AI technology. Managing relationships, providing insights, and ensuring long-term success.
Responsibilities
- Drive product adoption and measurable outcomes through onboarding, training, and best practices
- Serve as a trusted advisor to finance leaders and day-to-day users
- Manage a portfolio of accounts and build strong, long-term relationships
- Lead check-ins, business reviews, and strategic conversations
- Identify churn risks early and proactively improve retention
- Troubleshoot product, workflow, and data issues and coordinate resolutions
- Respond to customer inquiries via Intercom and other channels
- Advocate for customers internally and influence product improvements
- Partner cross-functionally with Product, Engineering, and Implementation teams to solve complex customer challenges
- Continuously refine onboarding and customer journey processes as we scale
Requirements
- Bachelor’s degree or equivalent experience
- 2+ years in Customer Success, Account Management, Consulting, or other customer-facing roles
- SaaS experience required; fintech, accounting, or Office of the CFO experience strongly preferred
- Experience onboarding or implementing software solutions
- Comfortable learning and explaining technical products, workflows, and integrations
- Ability to understand how AI/automation systems work and translate capabilities into business value
- Experience working with APIs, integrations, or ERP/accounting systems (NetSuite, Coupa, etc.) is a plus
- Able to partner effectively with Engineering/Product and communicate technical issues clearly
- Data-savvy and comfortable using metrics, dashboards, and reporting to guide decisions
- Excellent relationship-building and communication skills
- Strong problem-solver who stays calm and proactive under pressure
- Comfortable leading client meetings, trainings, and executive conversations
- Organized, detail-oriented, and able to manage multiple accounts simultaneously
- Familiarity with tools like Gainsight, HubSpot, Jira, Intercom, and G-Suite preferred
Benefits
- Competitive salary + equity
- 401(k) with match
- Health, dental, and vision (100% covered plans available for employees and families)
- Monthly wellness stipend
- Generous parental leave
- Remote-first flexibility + home office stipend
- Team events, retreats, and great swag
- Generous PTO and a travel-friendly culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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