Customer Success Manager
Velixo
Date: 2 days ago
City: Montreal, Quebec
Contract type: Full time
About Velixo
Velixo is revolutionizing ERP reporting by empowering businesses with real-time Excel-based insights. We're the top-rated solution on the Acumatica Marketplace, recognized for our innovation and commitment to customer success. Headquartered in Montreal, Canada, we help businesses streamline financial and operational reporting with real-time ERP data—all within the comfort of Excel.
Who We're Looking For
We’re looking for a Customer Success Manager (CSM) who is passionate about helping customers achieve their goals. In this role, you'll be a strategic partner, driving customer success by maximizing product adoption, ensuring retention, and empowering clients to confidently leverage their ERP data for strategic decision-making. You’ll play a key role in driving customer satisfaction and adoption, helping clients navigate the ERP ecosystem with confidence. Your ability to understand customer needs, anticipate challenges, and collaborate cross-functionally will be essential to your success. If you're a proactive problem-solver who thrives in a fast-paced environment and enjoys blending digital-first strategies with high-touch engagement, we’d love to hear from you!
Key Responsibilities
We believe in empowering our employees and creating a workplace where you can thrive. Here’s what we offer:
Velixo is revolutionizing ERP reporting by empowering businesses with real-time Excel-based insights. We're the top-rated solution on the Acumatica Marketplace, recognized for our innovation and commitment to customer success. Headquartered in Montreal, Canada, we help businesses streamline financial and operational reporting with real-time ERP data—all within the comfort of Excel.
Who We're Looking For
We’re looking for a Customer Success Manager (CSM) who is passionate about helping customers achieve their goals. In this role, you'll be a strategic partner, driving customer success by maximizing product adoption, ensuring retention, and empowering clients to confidently leverage their ERP data for strategic decision-making. You’ll play a key role in driving customer satisfaction and adoption, helping clients navigate the ERP ecosystem with confidence. Your ability to understand customer needs, anticipate challenges, and collaborate cross-functionally will be essential to your success. If you're a proactive problem-solver who thrives in a fast-paced environment and enjoys blending digital-first strategies with high-touch engagement, we’d love to hear from you!
Key Responsibilities
- Analyze customer health metrics and product usage data to identify and proactively mitigate churn risks, achieving measurable improvements in customer retention rates.
- Create and deliver engaging training materials and knowledge base resources to drive user adoption and reduce support inquiries.
- Gather, analyze, and communicate customer feedback to the product team, influencing future product development and improvements.
- Serve as a trusted advisor, guiding customers through their post-sales journey and maximizing their Velixo investment.
- Lead customer onboarding, ensuring a smooth and efficient experience.
- Support escalations and complex customer inquiries, working cross-functionally to resolve issues.
- Collaborate with Sales and Reseller Partners to strengthen customer relationships and identify expansion opportunities.
- Represent Velixo in webinars, customer events, and digital communications, helping to build engagement and advocacy.
- 2+ years of experience in Customer Success, Account Management, or Support within a SaaS or ERP environment, preferably with experience in financial software or business intelligence tools.
- Strong ability to communicate complex ideas simply to both technical and non-technical audiences.
- Experience with customer education and training (e.g., webinars, instructional content).
- Analytical mindset, with the ability to interpret customer data and act on insights.
- Ability to collaborate cross-functionally with Sales, Support, and Product teams.
- Exceptional problem-solving and critical thinking skills, with the ability to diagnose complex issues and develop effective solutions.
- Self-motivated and adaptable, thriving in a fast-paced, growth-oriented environment.
- Advanced proficiency in Microsoft Excel, with the ability to create and analyze complex spreadsheets. Experience with ERP/accounting systems is highly valued.
- Experience in Digital Customer Success, Tech Touch, or Scaled CS programs.
- A degree in Communications, Business Administration, or a related field.
- Experience developing financial reports and dashboards using Excel, preferably with ERP data integration.
We believe in empowering our employees and creating a workplace where you can thrive. Here’s what we offer:
- Competitive salary
- Comprehensive benefits package, including:
- Group health insurance
- RRSP match (up to 6% of base salary)
- Generous PTO allowance
- Hybrid work environment—flexibility to balance work and life
- Career growth opportunities in a rapidly expanding company
- A dynamic and supportive team that values innovation, collaboration, and customer success.
- Join a collaborative and innovative team that values work-life balance and celebrates individual achievements.
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