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. Are passionate about bringing innovation to transitional industries 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 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.

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. treats mistakes as stepping stones, welcomes feedback, and prioritizes outcomes over ego by evaluating ideas on their merit.

Stay attuned at the product and user level: what are users experiencing, and what has changed?

Document to the value vault continuously: cost savings, time saved, risk reduced, process improved. Advocate for the customer inside PayShepherd. You are the customer's voice to Product,



Engineering, and leadership. Run a detractor management plan on every account. you own the intelligence that makes it valuable. When a customer sees value, lock it in. You own customer sentiment.

Track with quality: no duplicate outreach, meaningful follow-up. Deliver implementations that create first value fast. Config, training, go-live, and contractor onboarding.

Mobilize

Support (under Tracy) for contractor issues. Build and maintain AI-assisted workflows across the customer success motion (onboarding, training, health monitoring, support and account planning) so you can deliver faster and serve more customers. Use AI to analyze customer usage and data, surface adoption gaps and churn risk, and turn it into clear actions and customer-ready summaries.

Automate the repetitive parts of your work (meeting notes, status reports, QBR prep, first-pass support responses) so your time goes to relationships and outcomes. Understanding of heavy industry (oil and gas, mining, manufacturing, pulp and paper etc.) ~ Using strong business acumen and project management best practices to maximize revenue by minimizing the time needed to onboard new business opportunities.



~ our product evolves fast and so do our customers ~ Creative problem solving skills resulting in practical and innovative solutions ~ 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 ~ You enjoy a cross-functional role where you get to collaborate outside of your immediate team (product, marketing, sales, etc.) ~ You enjoy customer-facing interactions and have a commitment to providing outstanding customer service ~ Willing and able to travel occasionally within Canada and to the US ~ Strong Microsoft Office (Excel, PowerPoint, MS Project) and Google Suite skills (Google Drive, Gmail, Google Sheets, Google Pages), plus comfort adopting new AI tools quickly ~ Bilingual in English with French or Spanish would be considered an asset, although not required. Remote work Best-in-class AI tools with no token limits, and a culture that funds and celebrates building with AI 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 PayShepherd is committed to achieving workforce diversity and creating an inclusive working environment.

Diversity makes sense for us, for our customers and our future. We value different perspectives, skills, and experiences, and 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.

📌 Customer Success Manager - Formation, stage (Calgary)
🏢 PayShepherd
📍 Calgary