Customer Success Manager Remote (Canada) About the Opportunity As a Customer Success Manager (CSM), you will proactively guide Labbit customers from late-stage sales through implementation, adoption and beyond. Labbit is our modern laboratory information management system (LIMS) used by organizations running complex scientific and regulated workflows. This foundational role ensures our customers realize sustained value from our platform while helping us continuously improve our engagement and support. Working collaboratively with our Implementation, Product, Support and Sales teams, you’ll guide customers through onboarding and into their day-to-day use. In this role, you will own a customer portfolio and serve as their primary relationship manager and strategic partner. This includes leading monthly check-ins and periodic reviews, maintaining stakeholder power maps, and monitoring account health through dashboards that track engagement, satisfaction, growth opportunities, churn risk, training needs, and roadmap priorities. You’ll also produce quarterly internal account summaries to keep cross-functional teams aligned on status, risks, and expansion opportunities. This role requires you to be an articulate, proactive communicator, highly organized, and comfortable leading customer conversations while translating insights into internal action. You also bring a curious and strategic mindset along with strong relationship-building instincts. If you have experience supporting regulated or technical environments, such as life sciences, healthcare technology, or enterprise SaaS, you will be especially well-positioned for success in this role. Must Haves Experience in Customer Success, Account Management, or Client Relationship Management in a SaaS or technology environment Experience with process creation and improvement in a similar field Proven ability to manage multiple customer relationships and priorities simultaneously Strong communication and presentation skills for both executive and technical audiences Experience working with product teams to communicate roadmap needs and feature requests Strong organizational and process discipline A collaborative mindset with the ability to engage cross-functional teams Nice to Haves Experience supporting customers in regulated or technical environments Experience with Atlassian tools (JIRA, Confluence, JIRA Service Management) Experience with knowledge base platforms such as Document360 Background in life sciences, laboratory workflows, or healthcare technology What to Expect at 1, 3, and 6 Months At 1 Month You’ll become familiar with our collaboration tools (Slack, Github, Jira, GSuite, and Confluence) and have engaged with our culture and channels You’ll Learn Customer Success processes, tools, and workflows You’ll learn escalation pathways and meet members of other teams relevant to your success in this role You’ll attend your first all-hands meeting You’ll begin product and domain training You’ll shadow experienced CSMs on customer calls You’ll look to identify process improvements based on previous experience You’ll experience an all-hands company stand-up At 3 Months You’ll have to familiarize yourself with our practices and processes You’ll start handling your own customer portfolio with smaller-scale customers You’ll continue learning our product and domain You’ll build your first strategic presentations (internal) You’ll engage customers independently You’ll continue to shadow experienced CSMs on customer calls You’ll be focusing on process improvement in the role At 6 Months You’ll operate independently in the CSM role with a small to medium-sized portfolio You’ll pursue growth opportunities within your portfolio You’ll actively contribute to improving documentation and CSM processes #J-18808-Ljbffr