Customer Success Manager

Calgary, AB or Toronto, ON
Customer Experience – Customer Success /
Full-time /
Customer Success Manager
Full-time, Permanent
Remote within Canada

Company Overview
Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over 370,000 business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.

The Role
As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform.  You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience.

As a key contributor to our Customer Success team you will be responsible for:

    • Own and build strong, strategic relationships with a dedicated portfolio of customers.
    • Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals.
    • Identify and capitalize on opportunities for revenue growth.
    • Develop innovative strategies to increase customer engagement and product adoption.
    • Collaborate with internal teams to ensure seamless onboarding and ongoing training.
    • Serve as the primary point of contact for customer escalations, ensuring swift resolution.
    • Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations.
    • Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns.
    • Monitor customer health, proactively identifying and mitigating risks.

A successful candidate will have:

    • Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a Customer Success role.
    • A natural relationship-builder, skilled at fostering strong connections and trust with clients.
    • Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion.
    • Empathetic and customer-centric, with a passion for understanding and exceeding client expectations.
    • Excellent communicator, adept at simplifying complex issues and conveying information clearly.
    • Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively.

Nice to have skills:

    • An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level.
    • Familiarity with the legal tech space and entity and/or equity management solutions.
    • Experience working at a law firm or with an in-house legal team.

We operate using a distributed work model to access the best talent worldwide. While some positions may require you to be near our offices in Toronto, Calgary, or Vancouver, the majority of roles can be performed remotely. Please note, however, that all applicants must be able to live and work full-time in Canada.

Our Culture 
We believe incredible teams can solve any problem and we strive to be an inclusive workplace where ideas thrive. We are first and foremost an organization of people who are passionate about learning, building, and sharing software to transform the legal industry. Our team members thrive when they’re passionate about what they do. We strive to create an engaging environment with challenging tasks, foster meaningful relationships with colleagues, and encourage each other to become the best we can be. Whether you want to customize your workspace, share your latest hobby with the team, or broaden your horizons with a specific project, we have a wealth of opportunities to keep you growing and learning.  We’re here to help you become the best version of yourself, all while having fun and connecting with coworkers. 

Diligent Builder: Ability to design and build scalable systems
Focused Creative: Strategic mind with a solution first attitude and uses data to navigate the next steps
Ambitious Learner: Eager to take on new challenges and present innovative solutions 
Champion Mindset: We set ambitious goals and hustle to make them happen

Benefits at Athennian
We offer competitive benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback: generous vacation/sick/flex days, remote work options, flexible working hours, health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits, high growth environment, team-building, day-to-day variety (never a dull moment), MacBook for all employees, stock options, and a culture of transparency.