Location: Canada, remote.

Travel: Required for customer engagement Experience Level: Mid (3-5 years in Customer Success or Account Management) Reports to: Manager of Customer Success NA Open Point is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery. We serve government clients and organisations throughout the United States, Canada, Australia, New Zealand, and Europe. Our products, Social Point and Open Point aim to provide governments, Public and Private Infrastructure organisations and consultants throughout the United States, Canada, Australia, Current Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them and efficiently manage all ongoing interactions with stakeholders.

As a Customer Success Manager, you will serve as the strategic partner to our most valued clients across North America. This role is ideal for a Customer Success Manager with a passion for public participation, stakeholder engagement, infrastructure, and digital transformation in government and regulated industries. 3-5 years in Customer Success or Account Management in a SaaS environment. ~ Proven success retaining & growing complex, multi-stakeholder accounts in sectors such as: ~ Strong understanding of stakeholder relationship management and community engagement practices ~ Experience with CRM tools (e.g., Salesforce, Hubspot), customer health metrics, and success planning frameworks. ~ Ability to work independently in a remote-first environment while collaborating across global teams.

Bonus Points





Familiarity with IAP2 principles or other public participation frameworks.

Strategic Account Management : Own a portfolio of clients across local government, transport, utilities, and energy sectors. Build trusted relationships with senior stakeholders. Conduct regular Account Reviews and strategic alignment sessions to drive product adoption, deliver targeted training, and ensure clients achieve their engagement and compliance goals.

Renewals & Price Increases: Lead renewal and price increase activities by demonstrating sustained value, identifying risks early, and supporting commercial discussions with customer insight and context.

Risk Mitigation: Proactively identify, monitor, and mitigate customer risks by addressing adoption gaps, stakeholder changes, and value erosion before they impact renewal or satisfaction.

Expansion

Identification (with Account Managers): Collaborate closely with Account Managers to identify, qualify and validate expansion opportunities by surfacing customer needs, usage signals, and outcome gaps, enabling effective handoff for progression Customer Voice: Champion customer feedback internally to influence product development and service improvements.

Customer Advocacy: Travel : Visit key clients for strategic reviews, workshops, and events (travel required within region). Performance-based commission. ~4 weeks paid vacations per year ~ Company sponsored health insurance ~ Travel opportunities to connect with clients and attend industry events. ~ A mission-driven team passionate about public impact. The target salary range for this role in Canada is $75,000 - $90,000 CAD, commensurate with experience.

This role is also eligible for a performance-based commission plan.

At Open

Point, we believe that diversity drives success.

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