Digital Customer Success Manager

What will I be doing? You’ll be responsible for driving product adoption and retention in our long tail customer base as a Digital Customer Success Manager. You will manage over 1,500 accounts, applying engagement strategies to increase usage and promote product adoption. • Monitoring customer usage data, health indicators, and growth opportunities using CRM tools (e.g., Totango, SFDC), BI tools, and other systems, translating insights into actionable execution strategies. • Actioning engagement strategies based on product adoption and usage. • Responding to customer escalations by connecting and assisting customers when they reach out to Auvik. • Educating customers on the value that Auvik can provide to their organization. • Collaborating with the team to achieve retention targets by increasing usage and promoting adoption of products. • Capturing and understanding customer feedback, ensuring it reaches the appropriate teams within the organization. • Assessing and documenting suggestions for new or improved product functionality and communicating these to the right team for potential implementation. What are we looking for? • 2+ years of experience in working with B2B software in client-facing roles (Account Management, Customer Success or Business Development), building and demonstrating business value. • Experience handling a large volume of customers or digital customer success strategies. • Strong conceptual aptitude and ability to learn quickly. • Self-starter with excellent organizational skills and motivation to achieve results. • Understanding of the importance of data hygiene. • People person, friendly and positive manner. • Good analytical and problem-solving skills. • Grace under pressure. • Commitment to continuous improvement, self-development, and lifelong learning. • Thrives in a remote environment. Bonus Points • Experience with Managed Service Provider business structure or working with B2B enterprises. • Knowledge of IT infrastructure operations or IT service provider business concepts. • Knowledge of Salesforce. • Knowledge of Zendesk. • Knowledge of Slack. • Knowledge of BI Tools. Equal Opportunity Employment Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. We are happy to make any accommodations you may need throughout the interview process. We encourage you to apply even if you do not meet 100% of the qualifications. Compensation & Benefits Salary Range: $61,500—$80,000 CAD In addition to cash compensation, all full‑time employees are granted stock options to share in Auvik’s future successes. Employees are eligible for a comprehensive health and dental benefits plan, wellness spending account, GRSP matching program, flexible paid time off, paid parental leave program, and remote working subsidies.

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