Customer Success Manager

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.