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Customer Success Manager
Contract type
Ongoing
Work mode
Remote
Experience
Senior · 5+ years
Job description
Customer Success Manager responsible for guiding Velixo customers through onboarding, adoption and renewal, working with partners and internal teams to deliver value at scale. The role supports a shift toward a more structured, lifecycle-driven Customer Success model.
At a glance
- Work mode
- Remote
- Languages
- French
What you'll do
- Own customer progression through defined lifecycle stages (Onboarding, Adoption, Renewal)
- Drive activation and ensure customers achieve first value in a timely manner
- Monitor customer health using usage data and lifecycle signals, proactively mitigating risk
- Execute targeted interventions based on customer health (e.g., Red/Yellow/Green)
- Support structured onboarding and guide customers through Velixo Academy and training resources
- Ensure smooth handoff from Sales and/or Partners into onboarding
- Collaborate with partners to support shared customers, adapting to different delivery models
- Support renewal processes through proactive engagement and early risk identification
- Identify opportunities for customer advocacy and communicate feedback to Product and internal teams
- Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment
- Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities
What we're looking for
- 5+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment
- Strong ability to communicate complex ideas clearly to both technical and non-technical audiences
- Experience working with customer data (usage metrics, engagement signals) to drive decisions
- Ability to manage multiple priorities across a portfolio of customers
- Strong problem-solving and critical thinking skills
- Comfortable working in a fast-paced, evolving environment where processes are being built and refined
- Collaborative mindset with the ability to work cross-functionally with Sales, Support, Product, and Partners
- Advanced proficiency in Microsoft Excel or similar tools for analysis; experience with ERP/accounting systems is highly valued
Nice to have
- Experience in digital or scaled Customer Success models
- Experience working with partners, resellers, or channel ecosystems
- Familiarity with lifecycle-based Customer Success frameworks
- Experience with CRM tools such as HubSpot or similar platforms
- Experience developing financial reports and dashboards using Excel, preferably with ERP data integration
- Communication in French
Benefits
- Competitive salary
- Group health insurance
- RRSP match (up to 6% of base salary)
- Remote work environment
- Career growth opportunities in a rapidly expanding company
- A dynamic and supportive team that values innovation, collaboration, and customer success
- A collaborative and innovative team that values work-life balance and celebrates individual achievements
Apply
About Velixo
Key facts
- RRSP match up to 6% of base salary
- Remote work environment
What they value
- Innovation
- Collaboration
- Customer success
- Work-life balance