Seeking curious and creative types! We are an ambitious company of innovators building and shaping the future of customer service technology. Our solutions help the world’s biggest brands leverage artificial intelligence, machine learning, and digital automation in their contact centers to deliver better customer experiences.

Led by a team of established contact center experts, Laivly addresses the unique needs and challenges of customer service programs, with an emphasis on ethics in AI and the customer service agent experience. This role is remote and open to all Canadian residents. This is not a traditional Customer Success Role.

Laivly is looking for a Customer Success Manager who can walk into a complex customer environment, quickly understand what matters, and turn ambitious ideas into measurable results. You’ll own relationships with Enterprise and SME clients using Sidd, our AI-powered platform for transforming customer service operations. You’ll be part strategic advisor, part account leader, and part operator.

You’ll build trusted relationships with senior client stakeholders, bring structure to ambiguity, and keep customers moving from prospect through implementation, adoption, renewal, and expansion. You’ll work closely with Technical Solutions, Product, and Engineering to solve difficult problems, while remaining accountable for the customer relationship and business outcome. Our strongest CSMs spot risks early, ask sharp questions, create momentum, and confidently guide both customers and internal teams toward the right outcome.

You’ll enjoy this role if you are curious, commercially minded, highly accountable, and energized by building inside a fast-moving AI company. As CSM, you will: Own the full customer lifecycle and client relationship from implementation through adoption, renewal, and expansion Build trusted relationships with senior client stakeholders and become a credible advisor on how AI and automation can improve their operations Create account plans that connect customer priorities, solution delivery, measurable outcomes, risks,



and growth opportunities Partner with the Technical Solutions team to lead discovery and design sessions, understand customer workflows, and connect technical recommendations to business value Identify account risks before they become urgent and lead clear mitigation plans across client and internal stakeholders Act as the voice of the customer, providing structured feedback to product, engineering, and leadership Challenge customers and internal teams constructively when decisions or delays put the intended outcome at risk. Mentor and guide junior team members, helping to scale the CSM function at Laivly As CSM, you have: You have 3–5+ years of experience in strategic customer success, consulting, solutions consulting, technical account management, product, or another complex client-facing role You are an exceptional communicator who can establish credibility with senior executives, operational leaders, and technical stakeholders You can take an ambiguous customer problem, create structure around it, and drive people toward a decision and plan You have strong commercial judgment and understand how customer outcomes connect to retention, expansion, and long-term account value You can manage strong personalities, navigate difficult conversations, and challenge stakeholders constructivelyYou are analytically minded and comfortable using data to assess results, identify risks, and recommend action Experience in B2B SaaS, AI and automation, contact centres, or digital transformation is an asset Laivly gives you the opportunity to collaborate and grow your career with a creative, diverse, and passionate team.

We work hard and play often, with a flexible environment that works with you. A career at Laivly means being part of a fun-loving, dedicated team of creatives, risk takers and game changers. Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws.

Laivly is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know. #

📌 Customer Success Manager - CRM (Remote) (Quebec City)
🏢 Bilinguallink
📍 Quebec City