Customer Success Manager

Job Description

Job Description

Canary Systems is an electronic hardware and software engineering firm specializing in mining and civil engineering-related monitoring and instrumentation applications. Projects include monitoring of open-pit and underground mines, earth and concrete dams, bridges, tunnels, and buildings. We operate in several markets including construction, mining, geotechnical, industrial, and public infrastructure.

Customer Success Managers serve as the primary relationship owner for an assigned portfolio of client accounts, ensuring clients realize ongoing value from their Canary Systems monitoring and instrumentation systems throughout the client lifecycle. Customer Success Managers focus on account health, product adoption, and long-term retention and growth, working closely with Project Managers, Solution Architects, Account Managers, and the Support team. Customer Success Managers report directly to their Group Manager.

Responsibilities Include:

• Serve as the primary point of contact and trusted advisor for an assigned portfolio of client accounts
• Visit clients to build relationships and to generate possible opportunities when applicable
• Onboard new clients and drive adoption of Canary Systems products and services
• Develop and maintain client success plans and lifecycle roadmaps
• Monitor account health and customer value, proactively identifying and addressing at-risk accounts
• Coordinate client support escalations with the Support Group to ensure system performance and timely resolution
• Identify and support renewal, cross-sell, and upsell opportunities within the existing client base
• Proactively create opportunities with clients—such as additional products, services, and training—that convert into incremental sales and strengthen the long-term support relationship
• Capture the voice of the customer, including client workflows and operational needs, to identify opportunities to improve value delivered
• Conduct periodic account and business reviews with clients
• Partner with Project Managers on the transition of new implementations into ongoing client relationships
• Maintain accurate account records and activity in CRM/ticketing systems
• Mentor and provide guidance to other Customer Success Managers
• Serve as the escalation point for complex client success issues within the Customer Success team
• Partner with Account Managers and Solution Architects on expansion and renewal strategy for key accounts 

Expertise Desired:

• Bachelor's degree in Business, Engineering, or a related field (or equivalent professional experience)
• Experience with CCSM (Certified Customer Success Manager) certification preferred
• Customer success, account management, or client relationship management experience
• Geotechnical or civil engineering monitoring and instrumentation applications
• Monitoring systems including electronics and software
• CRM and support/ticketing systems (e.g., Zendesk)
• Ability to interpret account health metrics and customer data
• Understanding of support contract and renewal structures

Person Best Suited to Position:

• Excellent communicator (written and verbal)
• Strong relationship-builder and trusted advisor
• Highly organized
• Detail oriented
• Self-motivated and proactive
• Strong leadership and mentoring skills

What We Offer:

• Work in a highly motivated team of professionals
• Career and growth opportunity, including advancement to Project Manager, Account Manager, or Solution Architect roles
• Competitive salary and benefits

Some travel to client sites may be required. Salary commensurate with education and experience. We are an equal opportunity employer.