Role overview
Employment type: Full-time
Work model: Remote
Pay: CA$52,880 - CA$66,100 per year
Work eligibility: Currently located in and legally authorized to work in Canada
About the role
Manage long-term customer relationships for a background screening technology business. You will own the customer lifecycle from onboarding through renewal, develop strategic account plans, resolve escalated issues, and identify opportunities to grow accounts.
Working across departments, you will connect customer needs with practical solutions that improve satisfaction, retention, and revenue.
Account ownership and growth
- Develop and execute account plans that support customer goals and identify growth opportunities.
- Own onboarding, customer ramp-up, ongoing engagement, and contract renewals.
- Identify and win upsell, cross-sell, and expansion opportunities.
- Maintain weekly updates covering customer stories, opportunities, onboarding progress, at-risk accounts, and churn.
- Serve as the primary contact for escalated issues and coordinate their resolution with internal stakeholders.
- Lead quarterly business reviews to address challenges and introduce relevant products and services.
- Conduct an average of 5-8 proactive customer meetings per week.
- Document customer interactions and account activity in HubSpot.
- Contribute to quarterly B2B revenue and margin growth in line with company objectives.
- Use data to identify churn risks and build mutual success plans that strengthen retention and loyalty.
Skills and experience
- Proven success in customer success, account management, or a related field.
- Demonstrated effectiveness in strategic account management and customer engagement.
- A track record of growing customer accounts through expansion initiatives.
- Strong analytical, problem-solving, communication, and presentation skills.
- Experience advocating for customer needs at an executive level.
- Ability to collaborate effectively across departments.
- A college or university degree, or equivalent work experience.
- Current residence in Canada and legal authorization to work in Canada.
Preferred qualifications
- Experience with SaaS products and the background check industry.
- Customer success or customer support certifications.
Benefits and incentives
- Commission opportunity with a 20% variable compensation component.
- 32 days of paid time off per year.
- Company-paid benefits starting on day one.
- Flexible remote working arrangements.
- Work-from-home allowance.
- Professional development budget.