We are looking for a Customer Success Manager to join our growing team. This position is ideal for someone who is deeply customer-focused and takes pride in delivering exceptional client experiences. You are highly detail-oriented, proactive and organized, with a strong sense of ownership over your work and your accounts; you take pride in producing high-quality work and holding yourself to a high standard.

You are comfortable working independently and managing your own portfolio, while also contributing to a collaborative, close-knit team that values support, knowledge-sharing and camaraderie. You are a strong critical thinker who can connect the dots across client needs, data and business goals. You bring a commercial mindset to your work.

While this is not a quota-carrying role, you are confident identifying opportunities for account growth, asking the right questions and partnering with sales when needed. You can translate what you are hearing from clients into clear, compelling insights that support internal sales and marketing efforts.

Our Customer

Success team plays a key role in client delivery, product feedback and supporting the sales process. Market research experience is an asset but not required. Reporting to the VP of Customer Success, you'll get the opportunity to work directly with clients on their projects and build a trusted advisor relationship When you join Rival Group, you’re not just accelerating your career, you’re also helping shape the future of customer insights and market research.

We’re a forward-thinking, results-driven organization obsessed with helping innovative brands get closer to their customers in a way that feels fresh, organic, and fun.

Rival

Technologies, the tech arm of our business, is the world’s best conversational research platform and one of Vancouver’s fastest-growing tech companies. Reach3 Insights, our consulting side,



is an award-winning market research agency with offices in Chicago, Toronto, and Vancouver. Together, we’re helping brands like Coca-Cola, Kellogg’s, Dell Technologies, REVOLT TV, and Roblox get better insights they can use to deliver better products, create more impactful marketing campaigns, and improve the end-to-end customer experience.

Our customers LOVE our tech and services. If making measurable, immediate impact while having fun sounds like your jam, then we invite you to apply! Own and manage a portfolio of client accounts, ensuring successful project delivery and strong client relationships.

Identify and nurture opportunities for account growth and expansion. Translate client needs into explicit project direction and actionable insights. Focus on program and project execution including quality assurance.

Responsible for day-to-day project and client needs, with guidance from senior team members. Liaise with the sales team for a seamless client transition through onboarding. Act as main customer contact at the project level.

Keep project budget, timeline, and resources in-line with project plan and specifications. 3+ years in an account manager or customer success role, preferably in a B2B SaaS environment. ~ An undergraduate degree in a related field. ~ A strong client-first mindset with a focus on delivering high-quality work and exceptional customer experience.



~ Strong technical skills – you don’t need to know how to code but you do need to know your way around an Excel spreadsheet and be able to learn new technologies quickly. ~ Comfort and familiarity with AI tools (and an interest in growing your AI skills with the goal of creating efficiencies in your workday). ~ A flexible style of communication that allows you to adapt depending on audience. ~ A keen eye for detail and experience with project management. ~ The ability to translate complex concepts into easy-to-follow written and verbal content. ~ Market Research experience is preferred. We’re committed to pay equity/fair pay practices and closing the gender salary gap. ~ Pay range for this role: $80,000 to $90,000 CAD depending on experience Parental leave top-up ‍♂️ Hybrid working model and home office benefits ~3 weeks of vacation to start. ~ Health and dental plan ~ Generous sick, personal, and mental health days ~$According to a survey of our employees conducted by an independent agency: ~91% of our people believe management practices are equal and impartial ~If you think you’re a good fit, please connect with us ASAP with your resume. If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply.

Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Rival provides equal employment opportunities to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

No recruiters and no phone calls, please!

📌 Customer Success Manager - Formation, stage (Vancouver)
🏢 Rival Technologies
📍 Vancouver