Customer Success Manager - Canada - Jobs in British Columbia

Job Description

Remote Role in Canada At Tripleview Technologies (TVT), we acquire, innovate, and grow technology companies serving the public sector. Our specialized solutions support local governments with mission-critical functions such as accounting, payroll, and utility billing to help build better communities.About Mitchell Humphreyamp; Co.: Mitchell Humphreyamp; Co. has been providing innovative software solutions to help local governments and public sector organizations better serve their communities for over 45 years. Our suite of solutions empowers agencies to streamline operations, improve financial management, and enhance community services. As a trusted partner in public sector software, we value building long-term relationships with our clients to ensure their success.Position Overview:The Customer Success Manager (CSM) is a leadership role dedicated to ensuring Mitchell Humphreyamp; Co.s customers receive exceptional support, training, and partnership throughout their journey. This role combines strategic leadership with hands-on technical expertise to guide the team in resolving customer product issues, optimizing support operations, delivering professional services and ensuring customers achieve maximum value from our solutions.As a Customer Success Manager, you will be responsible for driving client success and revenue growth by developing solutions, supporting business development, and strengthening customer relationships. While revenue generation is important, you will also collaborate across teams and contribute to broader initiatives that enhance the customer experience.As a collaborative partner, the CSM works closely with the Project Manager, Product Development, Sales, and other internal teams to align support efforts with business objectives and product roadmaps. The CSM is also instrumental in orchestrating customer learning efforts, including webinars, training sessions, and on-site visits, to empower customers to fully leverage our solutions.Key Responsibilities:Team Leadershipamp; Mentorship

• Lead, mentor, and develop the Customer Success team, fostering a collaborative, growth-focused environment.

• Oversee team scheduling, training, and ensure appropriate support coverage to meet customer needs.

• Serve as the escalation point for complex customer issues, collaborating with Product Development and Technical Support as needed.

• Facilitate regular team meetings to review performance, share best practices, and identify opportunities for improvement.

Customer Engagementamp; Technical Expertise

• Collaborate closely with the Project Manager to ensure seamless onboarding, product implementation, and ongoing customer success.

• Maintain deep product knowledge to effectively guide the team in troubleshooting, diagnosing, and resolving technical issues.

• Lead customer learning efforts, including webinars, online training sessions, and development of standardized training materials.

• Conduct on-site visits to onboard customers, train end users, and strengthen client relationships.

• Partner with Product Development to prioritize and resolve software bugs and enhancement requests.

• Lead the creation and maintenance of knowledge base articles and resources to support both internal teams and customers.

Operational Excellence

• Develop, track, and report on key performance indicators (KPIs) for the Customer Success team, including ticket volume, SLA adherence, and resolution rates.

• Identify and implement process improvements to enhance team efficiency and the overall customer experience.

• Collaborate with Sales, Project Management, and Product teams to align customer success strategies with business objectives and product roadmaps.

Business Developmentamp; Revenue Growth

• Drive client success by identifying opportunities for upselling and cross-selling our solutions, supporting the overall growth of customer accounts.

• Develop strategic solutions to meet evolving customer needs and position Mitchell Humphreyamp; Co. as a trusted partner.

• Strengthen customer relationships through proactive communication, understanding client goals, and delivering value-added guidance.

Professional Services

• Direct and deliver training and implementation for customer projects including remote and in-person training, data conversion, system setup and design.

• As escalated work with customers to resolve service delivery issues including scheduling conflict, missed deliverables, etc.

• Meet or exceed services revenue targets as established through collaboration with management.

Cross-Functional Collaboration

• Act as a voice of the customer, providing feedback to Product Development and Sales to enhance the product and customer experience.

• Contribute to Dashboards, Pulse, Townhalls, conference planning, customer engagement initiatives, and product strategy discussions.

Skillsamp; Qualifications:Skillsamp; Qualifications:

• Minimum of 4 years experience in a customer support or business analysis role, with at least 1 year in a leadership or mentoring capacity.

• Strong technical proficiency in software systems, including troubleshooting and problem resolution.

• Excellent communication skills for conveying technical concepts to both customers and team members.

• Proven ability to lead teams, manage multiple priorities, and drive operational efficiency.

• Experience in conducting customer training, webinars, or on-site visits.

• Familiarity with customer support platforms (e.g. Microsoft CRM, Zendesk) and experience creating support documentation.

KPIs:

• Reduction in ticket volume through proactive support initiatives and knowledge base development.

• Improved SLA adherence, ensuring timely and efficient issue resolution.

• Increased tickets resolved per day (monthly average), reflecting both team productivity and customer satisfaction.

• Customer onboarding success and satisfaction metrics from project delivery, webinars, training sessions, and on-site visits.

• Revenue growth and customer retention through professional services, and upselling/cross-selling opportunities.

KPIs and performance metrics may evolve based on business priorities and strategic initiatives. Updates will be communicated transparently.