Customer Success Manager

Remote from: Canada
Salary, yearly, CAD: 120,000 - 150,000
Department: Customer Success
Employment type: Full Time,
Job posted: 19 May 2026
Apply before: 19 Jun 2026
Experience level: Midweight
Views / Applies: 26 / 2

See The Way Forward

Computer Software
2003

AI Summary

Perceptyx is seeking a Customer Success Manager to serve as a trusted advisor for a portfolio of clients using their AI-enabled employee experience platform. The role involves strategic success planning, relationship management, risk mitigation, product education, and commercial growth support. Candidates should have 2-5 years of B2B SaaS customer success experience and strong communication skills. The position offers a salary range of $120,000-$150,000 CAD annually and requires a Bachelor's degree. The company uses AI for interview note-taking but emphasizes human decision-making in hiring.

Job Complexity

Easy Hard

AI Insight The role requires 2-5 years of specific B2B SaaS customer success experience and the ability to manage complex client relationships, making it moderately challenging. However, the required experience level is not extremely high, balancing the difficulty.

Salary Analysis

AI Insight The offered salary of $120,000-$150,000 CAD (approximately $89,000-$111,000 USD) is competitive with the US market median of around $100,000 for Customer Success Managers. The higher end of the range exceeds the US market max, indicating strong compensation.

Key Skills

Customer Success Account Management B2B SaaS Client Relationship Management Strategic Planning Value Realization Risk Mitigation Product Advocacy Communication Data Analysis

Cover Letter Sample

I am excited to apply for the Customer Success Manager position at Perceptyx. With over 5 years of experience in B2B SaaS customer success, I have a proven track record of driving client value and retention. Your focus on leveraging AI to improve employee experiences aligns perfectly with my passion for using technology to solve human-centric challenges.

In my previous role at a similar platform, I successfully managed a portfolio of key accounts, achieving a 95% retention rate and identifying expansion opportunities that grew revenue by 20%. I excel at building trusted advisor relationships and translating client needs into actionable success plans.

I am particularly drawn to Perceptyx's commitment to innovation and data-driven insights. I am eager to contribute to your mission of turning employee insights into measurable impact. Thank you for considering my application.

Possible Interview Questions

Can you describe a time when you turned an at-risk customer into a healthy, long-term partnership?

In my previous role, I had a customer who was considering churning due to lack of perceived value. I scheduled a deep-dive session to understand their business priorities, then created a customized success plan with measurable milestones. I also introduced them to advanced features of our platform that addressed their specific needs. Over three months, their engagement increased, and they renewed their contract with an expanded scope.

How do you prioritize your tasks when managing multiple customer accounts with competing needs?

I use a combination of customer health scores and business impact to prioritize. I categorize accounts based on risk level and growth potential, then allocate time accordingly. For example, I set aside dedicated blocks for proactive outreach to high-value accounts while ensuring quick responses for urgent issues. I also leverage CRM tools to track interactions and automate routine follow-ups.

How would you approach educating a customer about new product features that could benefit them?

I would first understand their current challenges and goals, then map the new features to their specific needs. I'd schedule a personalized demo or create a short video tutorial highlighting the relevant benefits. I'd also share case studies or success stories from similar customers to build excitement. Follow-up check-ins would ensure they are adopting the features and seeing value.

Describe a situation where you had to communicate a difficult message to a customer, such as a pricing change or feature deprecation. How did you handle it?

When our company deprecated a popular feature, I proactively reached out to affected customers to explain the reasons and the improved alternatives. I focused on the long-term benefits and offered one-on-one training sessions to ease the transition. I also listened to their concerns and provided feedback to the product team. Most customers appreciated the transparency and continued their partnership.

How do you measure and demonstrate the value of your platform to executive-level stakeholders?

I develop a value realization framework that ties platform usage to key business metrics like employee retention and productivity. I create quarterly business reviews with dashboards showing ROI, including cost savings and engagement improvements. I also gather testimonials and case studies from internal champions to present during executive meetings.

About Perceptyx

At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration, and excellence — and we’re looking for someone who wants to play at the highest level.

The Role

In this role, you will serve as the trusted advisor and internal advocate for a portfolio of our customers. You will be responsible for providing Perceptyx customers with guidance and best practices along the path to a healthy adoption of our platform and services. You will deliver ongoing support and advice around strategy and long-term planning, ensuring that customers maximize all of the benefits possible to their organization through their partnership with Perceptyx both now and into the future. You will partner with customers to improve their employee experiences and ultimately achieve greater organizational success.

What You’ll Do

Strategic Success Planning: Conduct regular meetings to discuss customers’ business priorities, desired outcomes, and success metrics, utilizing these insights to develop and optimize their ongoing employee listening strategy and success plans.
Relationship & Value Delivery: Develop a trusted advisor relationship across multiple levels of customer organizations. Capture, verify, and reflect value generated back to key customer stakeholders and executive sponsors.
Portfolio Health & Risk Mitigation: Monitor customer progress, coordinate the proactive management of customer health and risk indicators internally, and systematically turn at-risk customers into healthy partnerships.
Product Education & Roadmap Advocacy: Educate and excite customers on the power of the Perceptyx People Insights Platform, our product features, and future direction. Channel customer feedback to inform our future product roadmap.
Commercial Growth Support: Partner collaboratively with the Customer Sales team to identify strategic expansion and growth opportunities within assigned accounts.
Customer Advocacy: Drive customer advocacy by cultivating deep partnerships that translate into client references, referrals, and published case studies.

What You Bring

Experience: 2–5 years of experience in a Customer Success or Account Management role within a B2B SaaS organization, combined with 7+ years of overall relevant professional work experience.
Leadership Scope: 0–2 years of supervisory or team-leading experience is an asset.
Value Realization: A demonstrated ability to tie client business priorities to tangible software outcomes, alongside a track record of successfully stabilizing at-risk accounts.
Communication: Exceptional written and verbal communication skills, with an emphasis on high empathy and solution-oriented responses. Experienced in facilitating conversations with executive stakeholders.
Personal Effectiveness: A highly organized self-starter who excels at time management, task prioritization, and operating efficiently both independently and within cross-functional teams.
Agility: The ability to learn, adapt, and thrive in a fast-paced, high-growth environment.
Travel & Diversity: A willingness to travel based on customer and business needs, and an eager commitment to working with people of diverse backgrounds and experiences.
Education: Bachelor’s Degree (4-year) in any field of study.

Our Interview Process & AI Transparency

At Perceptyx, we value your time and want our interviewers to be fully engaged in the conversation.

Note-Taking: We use Metaview.ai to record and summarize our interviews. This allows our hiring team to focus on you rather than typing notes, ensuring a fairer and more accurate evaluation of your experience.
AI Disclosure: While we use AI to assist in summarizing interview data, all final hiring decisions are made by Perceptyx employees. We do not use automated tools as the sole basis for selecting or rejecting candidates.
Your Choice (Opt-Out): Participation in recorded interviews is voluntary. If you prefer not to have your interview recorded via Metaview, please notify your recruiter at the start of the session. Opting out will not negatively impact your candidacy.

Compensation & Benefits

Salary Range:

$120,000-$150,000 CAD per year.

- Note: Final compensation is determined by factors including experience, geography, and skills.
Benefits: Comprehensive medical, dental, and vision insurance; RRSP matching; generous PTO and paid holidays; parental leave; and a professional development budget.

Perceptyx is an equal opportunity employer committed to a diverse workforce. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Perceptyx provides accommodations for people with disabilities throughout the recruitment process. If you require an accommodation, please let us know.

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