Customer Success Manager

At Vocantas, our Client Services team is dedicated to delivering a seamless and impactful customer experience. We are the frontline of customer success—guiding onboarding, supporting adoption, resolving issues, and creating meaningful partnerships that endure.

You’ll join a collaborative and growing team. We believe in empowering every team member to make a measurable impact while continuously learning and evolving.

If you're passionate about helping customers succeed, enjoy working cross-functionally, and thrive in a fast-paced, purpose-driven environment, we’d love to hear from you.

As a Customer Success Manager at Vocantas, you will be responsible for driving product adoption, ensuring customer satisfaction, and strengthening long-term relationships across your portfolio of accounts.

Key Responsibilities:

• Build and maintain strong relationships with key customer stakeholders through the customer's lifecycle.
• Act as a primary contact for customer inquiries, coordinating with internal teams as needed.
• Gather and communicate customer feedback to Product and Marketing for continuous improvement.
• Conduct tailored product demonstrations and training sessions to drive adoption.
• Maintain accurate customer records, notes, and status updates in CRM systems.
• Collaborate with Sales to support contract renewals and upsell opportunities.
• Take action on NPS results and customer health indicators to reduce churn.
• Support additional customer success initiatives as assigned by the Head of Customer Experience.

Requirements

• 3+ years of experience in customer success, client management, or a similar post-sales role.
• Exceptional relationship-building and communication skills.
• Strong organizational and time management capabilities.
• Experience using CRM and customer lifecycle tools (e.g., Salesforce).

Preferred:

• Experience working with communication or workforce management software (IVR, scheduling tools, etc.).
• Familiarity with customer health scoring and success planning methodologies.
• Bilingualism in English and French is considered a strong asset.