Customer Success Manager

PayShepherd envisions a future where heavy industrial sites operate with maximum efficiency and minimal administrative burden. Our strategy focuses on building a comprehensive and user-friendly contractor management platform, fostering better relationships between contractors and clients and ensuring project success. We have an aggressive growth plan and are looking to add to our team.

You’d be a great fit to execute on this vision if you:

• Thrive in a fast-paced, ever-evolving environment
• Are passionate about bringing innovation to transitional industries
• Have experience in Heavy Industry or Technology
• Are proactive at creating creative solutions to complex problems
• Are client-focused; our success is built on strong relationships between us, our clients, and their contractors.
• If you excel at collaboration and are committed to delivering exceptional service you’ll fit right in
• Treat AI as a core part of how you work.

We are looking for a Customer Success Manager to join our Customer Success team. You are our product expert and delivery engine, and in partnership with the Relationship Manager, you bring proof of the value. Your focus is time to first value (TTFV), user adoption, value attribution, and customer sentiment.

What we value:

• Customer Centric: strives to create delightful experiences, make customer lives easier, and be a trusted partner to clients and their contractors.
• Builds Trust: demonstrates open and clear communication in all interactions, holds themselves accountable, and is respectful to colleagues, customers, and partners.
• Bias for Action: moves work forward by taking the next step rather than stopping at opinions, keeps timelines tight, and maintains deliberate momentum to drive results.
• Growth Mindset: values resilience and believes effort leads to improvement; treats mistakes as stepping stones, welcomes feedback, and prioritizes outcomes over ego by evaluating ideas on their merit.
• Deep Curiosity: asks a lot of questions, digs into hard problems, challenges their own thinking, and keeps experimenting rather than settling for what is already known.

Primary Responsibilities:

• Identify and execute on client value opportunities.
• Discover pain, find value. Build the plan. Deliver it.
• Understand what each client values, and keep understanding it.
• Stay attuned at the product and user level: what are users experiencing, and what has changed?
• Own value attribution, and be obsessive about it.
• Document to the value vault continuously: cost savings, time saved, risk reduced, process improved.
• Advocate for the customer inside PayShepherd.
• Create and follow up on idea tickets using existing processes.
• Drive adoption by understanding what users care about.
• Run a detractor management plan on every account.
• Capture client referrals and references.
• Own client NPS.
• Deliver implementations that create first value fast.
• Collaborate across teams.
• Build and maintain AI-assisted workflows across the customer success motion.
• Automate the repetitive parts of your work.

What you need to succeed / what will set you apart:

• Understanding of heavy industry (oil and gas, mining, manufacturing, pulp and paper etc.)
• Self-driven commitment to keep learning; our product evolves fast and so do our customers.
• Creative problem-solving skills resulting in practical and innovative solutions.
• Excellent communication and presentation skills.
• Strong organizational skills.
• 3+ years of CSM experience or in a SaaS organization would be considered an asset.
• Strong analytical skillset with the ability to interpret dashboards and data trends.
• Eagerness to climb the AI proficiency ladder quickly.
• Ability to build and nurture strong relationships.
• Willing and able to travel occasionally within Canada and to the US.
• Strong Microsoft Office and Google Suite skills.
• Bilingual in English with French or Spanish would be considered an asset, although not required.

What you will enjoy:

• Remote work
• Qualify for variable compensation based on annual goals
• Flexibility, professional development, internal mobility, high growth environment, intrinsically rewarding work, self-determination, day-to-day variety, stock options
• Best-in-class AI tools with no token limits, and a culture that funds and celebrates building with AI

Compensation:

• Full-time, Permanent, base salary of $60,000 -$90,000 per year based on experience, qualify for variable compensation based on quarterly goals plus attractive stock options plan
• Extended Health Benefits Package

PayShepherd is committed to achieving workforce diversity and creating an inclusive working environment. We welcome applications from all sectors of the community. We welcome candidates with disabilities and will make accommodations throughout all stages of the recruitment and selection process. If you require a disability-related accommodation, please get in touch with us directly. All candidates must satisfy a background check. We thank all applicants for their interest, and only those selected for an interview will be contacted.