Customer Success Manager
Remote (Canada) | Hybrid Available – Kitchener, ON
Reports to: Director, Customer Success
About Encircle
Encircle is leading the $1.6 trillion property insurance industry out of the dark ages of pen and paper, into the digital age of transparency and empowerment. Our easy-to-use software platform enables thousands of restoration contractors and insurance professionals across North America to process claims faster and with greater accuracy.
We’re a remote-first company with a collaboration hub in downtown Kitchener—and we’re growing.
About the Role
If you’re passionate about providing exceptional customer experiences, building long-lasting relationships, and helping people be successful - this role is for you. As a Customer Success Manager (CSM), you'll be a strategic partner with revenue leadership and contribute to the opportunity potential and scale of the already successful customer team. Our CSM team is growing, and you’ll play a key role in ensuring our customers succeed and leverage Encircle into their daily lives.
Key Responsibilities
- Be a trusted and knowledgeable advisor for customers to uncover business objectives and challenges, and strategically map those to Encircle value proposition
- Own and manage customer relationships from onboarding to creating passionate customers through to annual renewal
- Responsible for driving adoption, securing retention, proactively mitigating churn, and expanding product utilization
- Meeting the assigned revenue, activation, churn, and usage targets for your book of business
- Uncover referrals, expansions, and new feature sale opportunities
- Partner with Marketing, Sales, Customer Success, and Product leadership to discover revenue and customer loyalty opportunities Proactively identify internal process improvements and help us build a best-in-class CSM team
✅ What You Bring
- 2+ years of experience in customer-facing roles like Customer Success or Account Management, preferably selling tech to blue-collar industries
- Experience managing a book of business and being accountable for monthly metrics
- Hands-on experience with SaaS software such as Salesforce.com, ChurnZero, and other sales automation tools
- Demonstrated success leading customer onboarding and driving adoption, growth and retention of accounts, and conducting deep discovery to be a true business partner
- Track record of building relationships with senior stakeholders and internal champions
- Ability to leverage internal stakeholders (product, support, sales, executives, etc.) to solve customer challenges
- A self-starter, coachable CSM who succeeds in a fast-paced entrepreneurial environment Outstanding communication, listening, and time management skills
What You’ll Gain at Encircle
- Strategic Partnership: You'll gain experience as a strategic partner to revenue leadership.
- Cross-Functional Collaboration: The role offers the chance to partner with leadership from Marketing, Sales, and Product departments.
- Process Improvement: You will have the opportunity to help build a best-in-class CSM team by identifying and implementing process improvements.
Why Encircle?
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Balance: Flexible hours, self-managed vacation, and trust to manage your time
- Remote-first: Work where you’re most productive—with access to our collaboration hub in Kitchener
- Growth-oriented: We support your learning and career development
- Well-being: We care about the full human—inside and outside of work
Encircle is an equal opportunity employer committed to building a diverse and inclusive team. We encourage all qualified candidates to apply and will work with applicants to accommodate accessibility needs throughout the hiring process.
