Overview We’re looking for a Customer Excellence Manager in BC who thrives on helping customers get the most out of GoVeyance after onboarding is complete. Once a customer has gone through onboarding and initial training with their assigned CSM, you will step in as their ongoing partner in adoption, optimization, and long-term success. This role is all about meeting customers where they are—often on-site—to understand how they’re using our platform day-to-day, uncover areas where they may be stuck, and guide them toward workflows and features that make their business stronger. You’ll act as a trusted advisor: part coach, part problem-solver, part champion for the customer. Your work ensures that customers don’t just use the product, they grow with it. Responsibilities What You’ll Do Deepen Customer Adoption (Post-Onboarding) Engage with customers after they’ve completed onboarding and initial training led by their CSM. Conduct on-site visits to observe how teams are using the platform in real environments. Identify gaps, pain points, and opportunities to improve workflow efficiency. Deliver tailored, interactive training sessions that build confidence and prompt meaningful adoption. Create personalized adoption plans that build on the foundation laid during onboarding. Support Long-Term Retention Serve as the customer’s dedicated partner in ongoing optimization and value realization. Monitor customer health, performance, and usage to proactively address challenges. Facilitate value-driven conversations that highlight wins and surface new opportunities. Build strong relationships across user groups, management, and leadership teams. Bridge Insights Back to the Team Capture insights from on-site visits to help Sales/CSMs, Product, and Support teams understand customer needs. Identify patterns in adoption challenges and collaborate on solutions that improve the overall experience. Help build playbooks, guides, and resources that simplify adoption for all customers. Work Seamlessly with the Sales Team Partner closely with Sales/CSMs to ensure a smooth transition from onboarding to long-term adoption. Provide feedback to CSMs on customer performance post-onboarding to close the loop. Support expansion conversations in partnership with Sales/CSMs when appropriate. Act as the internal expert for deeper workflow optimization beyond early training. Experience 5+ years of hands-on conveyancing experience, with a strong understanding of end-to-end workflows. Experience working with two or more conveyancing platforms, giving you the ability to compare, adapt, and recommend best practices. Comfortable adopting new technology quickly and translating it into practical, real-world use. Proven experience training, mentoring, or supporting other conveyancers, formally or informally. Strong communication and relationship-building skills, with the ability to confidently engage stakeholders at all levels. A natural problem-solver who can quickly identify challenges and develop clear, actionable solutions. Confident facilitating training sessions, coaching users, and supporting change in real operational environments. Willingness to travel and spend time on-site, engaging deeply with customer teams and their day-to-day operations Mandatory Must reside in British Columbia to be considered for the role. Compensation $65K-$70K annually + bonuses We offer a competitive benefits package. #J-18808-Ljbffr