Customer Success Manager

ClearRisk is a rapidly scaling SaaS company.  We are searching for a driven individual to join our Customer Success team as a Customer Success Manager.  Reporting to the Director of Customer Success, the ideal candidate is an entrepreneur at heart, has a passion for building external relationships, solving problems, driving successful outcomes and all the benefits and challenges that go along with that!

Location: St. John’s, NL, Canada or remote

ClearRisk empowers our customers by optimizing risk and improving safety for their employees and the general public. We keep people from harm and help our customers be more successful.  Our cloud-based claims and risk management solutions provide customers with a suite of tools and insights built for industries such as municipalities, utilities, real estate/property groups, manufacturers, retailers and more. Our solutions lower insurance and risk management costs while giving meaningful data insights that drive business growth.

You’ll have strong team support and a proven, mature SaaS solution that’s currently in-use within over 350 organizations in North America providing documented results.

Who you are:

We’re looking for someone who builds trust with customers over time. Someone who listens closely, follows through consistently, and helps organizations get real value from ClearRisk. We don’t take a transactional approach to customer relationships. We prioritize long-term partnerships, thoughtful guidance, and doing what’s right for the customer.

• You’re detail-oriented with excellent follow-through skills and able to manage multiple customers, priorities, and projects without things slipping through the cracks;
• You’re comfortable guiding customers through software, leading conversations, and helping them connect ClearRisk to their real-world challenges;
• You’re highly organized and process-driven, but flexible enough to adapt to each customer’s unique needs and pace;
• You’re a natural relationship builder who earns trust through consistency, responsiveness, and genuine care;
• You are proactive and accountable - you don’t wait for problems to surface, you anticipate them and act early;
• You have an ownership mindset - you treat your portfolio of customers like it’s your responsibility to help them succeed long-term;
• You’re a problem solver who is genuinely motivated to help organizations improve, operate more safely, and get better outcomes over time.

Why you want to work for us:

• We’re growing, that means you’ll grow!
• We have an awesome office space with a flexible work environment;
• We offer a culture of openness and idea generation;
• We pride ourselves on transparency and keeping it real;
• From the most senior to the newest team member, we provide open access to decision makers and career building work;
• We prioritize diversity, inclusion, and community building; and
• We have a competitive compensation package.

What you’ll do:

• Serve as the primary contact for onboarding new customers, training ClearRisk users, and providing post go-live support;
• Conduct training through various methods, including online sessions, Q&As, webinars, and self-paced learning materials;
• Promote training sessions, webinars, and the ClearRisk Knowledge base to encourage participation and user adoption;
• Use data to evaluate the impact of training initiatives on customer success, product adoption, and business outcomes;
• Understand customers’ needs by communicating regularly with them, conducting interviews, and gathering system usage feedback and providing insights for improvements;
• Work directly with customers to create case studies and testimonials highlighting real ROI success stories;
• Collaborate closely with internal teams and customers to support contract renewals as well as expansion opportunities;
• Provide input into core product, marketing, and sales processes on behalf of the customer to enhance the overall customer experience;

• Gauge customer engagement levels with the platform and provide regular feedback to internal teams regarding product and service improvements;

• Provide insights and best practices to customers to ensure they maximize value from the ClearRisk platform;

• Oversee and monitor customer implementations to ensure timelines and deliverables are achieved while collaborating with internal teams to resolve technical issues;

• Collaborate with cross-functional teams to support continuous improvements to customer onboarding, implementation, and adoption processes;

• Collaborate with the development team to set up or configure the platform as per customers’ requirements and troubleshoot technical issues raised by customers;

• Create and hold yourself accountable for key performance metrics and reporting;

• Assist in evaluating and refining ClearRisk’s Customer Success processes, methodology, and structure;

What you bring:

• University degree or college diploma in education, or business administration, or equivalent.
• 3-5 years of direct work experience in Customer Success, learning and development, Account Management, Client Services, or a related role, preferably within a SaaS environment.
• Experience with CRM and Customer Success Management platforms such as Salesforce, ChurnZero, ClientSuccess, or similar tools, including managing customer data, tracking engagement, monitoring customer health metrics, and generating reports.
• Technical aptitude to learn and explain software products, troubleshoot customer issues, and collaborate with development teams. 
• Excellent understanding and working knowledge of the customer journey and techniques for ensuring quality of deliverables. 
• Strong organizational and project management skills with attention to detail, multi-tasking, time management, meet deadlines and the ability to manage multiple accounts and priorities.
• Strong communicator, passionate about customer engagement, and skilled in delivering effective training programs.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Customer-focused mindset, with a proactive approach to problem-solving and relationship management.
• Ability to analyze data and customer feedback to drive engagement, retention, and process improvements.
• Outstanding written and verbal communication skills.
• Energetic, self-motivated, and results oriented.
• Adaptability and resilience in a fast-paced, evolving environment. 
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, to create reports, presentations, and documentation.

We are looking for a driven individual who is motivated to build their career. This is a full-time permanent position with a competitive salary, benefits package and more.