Customer Success Manager – Full-time; Remote – Canada

Location: Remote in Canada

Reports to: VP, Customer Success

Schedule / Shift: Monday – Friday; EST Day Hours; 37.5 hours per week

Job Overview

The Customer Success Manager at Allyant plays a vital role in helping clients achieve their accessibility goals by serving as the primary point of contact throughout their journey. This role combines strategic account management with exceptional customer service, focusing on onboarding, communication, and advocacy to ensure client satisfaction and long-term success. Working closely with a passionate team, the Customer Success Manager supports renewals and growth opportunities while contributing to Allyant’s mission of making the world more accessible for all.

Responsibilities

• Ensure customer retention by supporting clients throughout their accessibility journey.
• Build strong relationships by empathizing with clients and solving their challenges.
• Collaborate with internal teams to develop and present tailored solutions.
• Oversee translation of SOW/proposals into actionable project plans and ensure accurate data entry in internal systems.
• Guide clients through the accessibility lifecycle by understanding their workflows.
• Participate in client support calls (as needed) and collaborate with internal teams to drive completion.
• Manage a high volume of client accounts while delivering proactive, igh-quality service.
• Promote and lead regular [quarterly] business reviews to demonstrate value and strengthen relationships.
• Align client objectives with strategic outcomes and identify growth opportunities.
• Lead contract renewal efforts and identify upsell opportunities for Allyant services (including regular review of project budgets to determine change order needs).
• Partner with senior CSM and VP Customer Success to strategize and optimize renewals.
• Identify cross-sell opportunities and deliver high-level introductions to relevant services or software, setting the stage before engaging the appropriate internal specialist.
• Identify and communicate customer trends that could positively or negatively impact Allyant’s business.
• Partner with a Project Coordinator to fulfill client needs, working with them to prioritize as needed.
  
  

Qualifications

• AA or Bachelor’s degree (achieved or in progress) or equivalent demonstrated work experience
• 2+ years Client Relationship Management experience.
• Experience working in a technical setting, specifically in web and/or mobile development is a plus!
• Ability to work independently as well as contribute successfully within a fast-paced team environment.
• Ability to work with remote team members.
• Must be located in Canada, and be authorized to work for any employer within Canada.
  
  

Remote Requirements

• Remote working space must be professional / business appropriate, free of distractions and safely maintained (as to meet safe working conditions followed on company premises).
• A fast, stable / uninterrupted internet connection
  
  

Physical Demands

• Mostly sedentary, and prolonged periods of sitting and looking at a monitor screen
• Large number of phone and video calls
  
  

Allyant is an equal opportunity and affirmative action employer, and we pride ourselves on hiring and developing the best people. All employment decisions are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. We value a diverse workforce and will provide equal opportunities for all employees and applicants for employment for meeting bona fide occupational qualifications, regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.

Applications from people with disabilities are encouraged and welcomed. Appropriate accommodation is available for applicants with disabilities throughout the recruitment process. If you require any unique accommodation, please let us know in advance and we will work with you to meet your needs.

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Skills

If you are looking to join a growing team where you can work in a customer-focused, innovative, challenging, and fun learning environment where you can acquire and hone valuable skills, we invite you to apply:

• Send your resume to [email protected].
• Fill out the application form: https://forms.office.com/r/Z8yLzfXTHk