Senior Customer Success Manager

Role overview

What you’ll do

• Own and grow a strategic book of business valued at CAD 2 million or more, supporting retention, expansion, and long-term success.
• Build executive relationships that increase customer advocacy, adoption, and expansion.
• Guide onboarding, integrations, platform configuration, and ongoing customer engagement.
• Provide data-driven guidance to help customers achieve business objectives.
• Monitor customer health, demonstrate value, mitigate risks, manage escalations, and implement retention strategies.
• Collaborate with Product, Sales, and Support to improve customer outcomes.
• Identify and execute upsell and expansion opportunities.
• Advocate for customer needs and advise on procurement, AP automation, and spend management best practices.

Who they’re looking for

• At least 5 years of SaaS customer success experience and a track record managing and growing high-value accounts.
• Ability to build executive relationships and lead multi-stakeholder implementations, rollouts, and change management.
• Able to work cross-functionally, navigate ambiguity, and manage escalations.
• Strategic, data-driven, customer-centric problem solver with strong communication, negotiation, and presentation skills.
• Procurement, AP automation, or fintech experience is a plus.

Benefits and work arrangements

• Remote-first organization with flexible hours and work anywhere within Canada.
• Offers unlimited responsible time off, health and wellness benefits, community initiatives, stock options, and professional development opportunities.

Compensation

• Base salary range is CAD 72,000–92,000; the range depends on experience and excludes any bonus, commission, benefits, or equity.

About Procurify