Customer Success Manager

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 

• 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. 

What You'll Bring 

• 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. 

Bonus Points If You Have: 

• 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. 

Why Join Velixo? 

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. 

At Velixo, your success is our success. We’re excited to welcome you to our team and help you grow your career with us!