Job Overview

As a Customer Success Manager on our Professional Services team , you will be the strategic partner and trusted advisor to our post-implementation customers , driving deeper adoption, maximizing value realization, and identifying opportunities for account expansion. Your journey begins by immersing yourself in WrightPlan - learning our product inside and out, understanding how our customers use it, and building expertise through hands-on experience with onboarding, support, and our product roadmap. This foundation will position you to become a trusted advisor who proactively engages customers to assess their usage, address challenges and pain points, accelerate adoption across their teams, and strategically expand their use of WrightPlan capabilities through additional licenses and packages that solve their evolving needs.

Working at the intersection of customer needs and product innovation , you will stay closely aligned with our Product team to understand our roadmap and translate upcoming features into business value for your customers. Your deep product expertise and strategic guidance will position you as an indispensable partner in helping customers achieve their operational goals and grow with WrightPlan.

Your Responsibilities

- Foundation Phase - Product & Customer Mastery _
- Develop expert-level knowledge of WrightPlan's full product suite, features, capabilities, licensing models, and available packages through hands-on experience
- Participate in customer onboarding and implementation projects to understand how customers configure and adopt WrightPlan
- Review and assist with support tickets to gain insight into common customer challenges, questions, and use cases
- Partner closely with Product and Development teams to understand our roadmap, upcoming releases,



and product innovations
- Build deep knowledge of our customer base, their industries, and how they leverage WrightPlan to run their operations
- Customer Engagement & Account Growth Phase _
- Proactively engage with post-implementation customers to assess their usage patterns, adoption levels, and business outcomes
- Conduct regular business reviews and health checks to identify challenges, pain points, and opportunities for improvement
- Develop and execute strategic plans with the Professional Services team to drive deeper adoption of existing features across customer teams
- Identify opportunities where additional WrightPlan features, modules, licenses, or packages can address evolving business needs and operational challenges
- Recommend and upsell additional licenses and packages that align with customer growth, expanded teams, or new operational requirements
- Build and execute account expansion strategies that align WrightPlan's capabilities with customer growth objectives
- Manage the renewal process for your book of business, ensuring customers continue to realize value and are positioned for long-term success
- Build and maintain trusted advisor relationships with key stakeholders across customer organizations
- Maintain detailed records of all customer interactions, health metrics, account activity, and expansion opportunities in CRM




- Collaborate with Marketing and Professional Services to develop customer success stories, case studies, and referral opportunities

Experience

- 4+ years in technical account management, customer success, or customer-facing solutions consulting within a SaaS or technology company
- Proven track record of managing strategic customer relationships, achieving high customer retention, and driving account growth through license expansion and upsells
- Demonstrated success identifying and closing expansion opportunities within existing accounts
- Strong aptitude for learning complex software products and translating technical capabilities into business value
- Background working directly with external customers in a consultative capacity
- Excellent relationship-building skills with ability to uncover customer pain points and business challenges
- Consultative approach to recommending solutions that genuinely solve customer needs
- Robust problem-solving skills: ability to proactively identify challenges and develop creative solutions before they become major issues
- Self-motivated with passion for continuous learning and product mastery
- Ability to organize, prioritize, and work independently in a dynamic environment
- Willingness and ability to travel periodically throughout North America for onsite customer engagements
- Must be willing to work from our Waterloo office at least 3 days a week (hybrid)

Benefits

- Competitive base compensation with performance incentives
- Casual atmosphere, Regular Social Events
- Learning and Development Budget
- Extended health care, Dental care, Vision care
- Disability insurance and Life insurance
- On-site parking
- Paid time off
- End of the year, company-wide shut down for you to relax and recharge

📌 Customer Success Manager (Waterloo)
🏢 WrightPlan
📍 Waterloo