About MissionPerform Inc.

MissionPerform is a performance-driven consulting, AI, and software development firm that partners with organizations, by building winning cultures that elevate both organizational and individual results. We are dedicated to improving how teams work, communicate, and achieve goals. We believe in “Performance Through People, Systems & Technology”.

About MissionPerform Inc.

MissionPerform is a performance-driven consulting, AI, and software development firm that partners with organizations, by building winning cultures that elevate both organizational and individual results. We are dedicated to improving how teams work, communicate, and achieve goals. We believe in “Performance Through People, Systems & Technology”. We don’t just advise from the sidelines: our consultants, engineers, and execs work directly alongside client teams to design, build, and ship real solutions our clients depend on. We’re a startup at heart and about to scale: lean team, fast decisions, high ownership, and direct exposure to the people who use what you build (clients, consultants, and executives), not layers of process between you and the impact of your work.

Details

The expected compensation range for this position is posted below and is based on experience, skills, and qualifications. The upper end of this range is reserved for exceptional, top-tier candidates. We use automated tools, including artificial intelligence, to assist in the evaluation of applications. We may conduct background checks for successful candidates.

About The Role





MissionPerform is seeking a Customer Success Manager to serve as the primary business point of contact for our customers and to own the full lifecycle of customer engagement — from proposal and statement of work (SOW) development through delivery, ongoing account health, and long-term relationship growth. This role blends proposal and business development support with hands‑on account management, escalation handling, and customer advocacy. The Customer Success Manager will also proactively partner with clients to surface opportunities and drive full adoption of TheGrid, and will support the rollout of MissionPerform's CRM platform and processes as they are introduced.

Key Responsibilities

Proposal & Contract Management

- Write and manage proposals, statements of work (SOWs), and related business development documents for prospective and existing customers.
- Own the end-to-end proposal management process, coordinating input from sales, delivery, and technical teams to ensure accurate, on-time, and compelling submissions.
- Track proposal pipeline status and maintain templates, boilerplate content, and pricing structures to improve consistency and turnaround time.

Business Management & Customer Point of Contact

- Act as the primary point of contact for assigned customer accounts, representing MissionPerform in day-to-day business interactions.
- Triage incoming customer requests and feature requests for MissionPerform's software solutions,



routing them to the appropriate internal teams (product support, software engineering, support) and tracking them through to resolution.
- Coordinate internally to ensure customer needs are understood, prioritized appropriately, and communicated back to the customer in a timely manner.
- Act as lead of monthly/quarterly/annual customer business reviews focused on customer experience, scope management, new product adoption and general customer account growth and management.

Escalation Management

- Serve as the lead point of contact for customer escalations, managing them with urgency, transparency, and a clear resolution plan.
- Coordinate cross-functionally with engagement managers, project leads, and company leadership as appropriate to resolve escalated issues and prevent recurrence.
- Maintain clear documentation and post-mortems for significant escalations.

Customer Health & Business Reviews

- Monitor customer health using both qualitative signals and available account/usage data, proactively identifying at-risk accounts.
- Develop and maintain a customer health scoring or tracking approach as part of the broader CRM process.
- Plan and lead post-engagement business reviews with customers (targeted quarterly cadence), summarizing outcomes, open items, and future plans.

Relationship Building

- Build and foster solid, trust-based relationships with key customer stakeholders across all levels.
- Act as a customer advocate internally, ensuring customer feedback informs product and delivery decisions.
- Identify opportunities to deepen engagement, support renewals, and surface growth opportunities in partnership with sales.

📌 Customer Success Manager (Mississauga)
🏢 MissionPerform
📍 Mississauga