Customer Success Manager

Ari Agency is recruiting a Customer Success Manager for a Project Portfolio Management (PPM) software company. The platform helps organizations manage projects, resources, collaboration, governance and reporting, and the role is focused on helping enterprise customers adopt the product successfully and receive ongoing value from it.

The position combines onboarding, application support, training, account management and product feedback. It suits someone who enjoys working directly with customers while also becoming highly knowledgeable about a SaaS platform.

Key responsibilities

• Build trusted relationships with enterprise stakeholders and help customers maximize value from the platform.
• Lead onboarding, initial configuration and best-practice sessions for new customers.
• Monitor adoption and usage trends, identify concerns early and support successful renewals.
• Provide first-line support through email, chat and video calls and troubleshoot application issues.
• Escalate complex issues and coordinate resolution with product and development teams.
• Deliver virtual training on product features, best practices and new functionality.
• Create help guides, training materials and video resources that improve customer self-sufficiency.
• Gather structured customer feedback and work with product teams on platform improvements.
• Provide ongoing account guidance and help customers apply the platform to their project-management goals.

• Experience working directly with large enterprise customers and senior stakeholders in a B2B environment.
• Strong verbal and written communication, including the ability to explain technical concepts clearly to non-technical users.
• Experience in customer support, application troubleshooting and issue resolution.
• Experience delivering training, workshops, software demonstrations or onboarding sessions.
• Strong account-management instincts and ability to engage customers proactively.
• Comfort with SaaS applications and the ability to learn new technology quickly.
• Self-directed learning style and motivation to build deep product knowledge.

Preferred background

• 3+ years in customer success, support, implementation or training in SaaS, PPM or a project-management-related company.
• Exposure to PMOs, project teams or enterprise applications.
• Familiarity with tools such as Jira, Monday.com, Asana or Microsoft Project.
• Understanding of Agile and Waterfall project-management methods.
• Microsoft 365 and collaboration-tool proficiency.
• Spanish fluency is an asset.

• Location: fully remote in Canada, aligned primarily to the Eastern Time Zone.
• Schedule: because customers may be located in U.S. and European time zones, occasional work outside standard hours may be required, with flexibility to offset those hours.
• Eligibility: candidates must have the right to work in Canada.
• Compensation: no salary range is published on the current public posting.