Customer Success Manager

Resolver operates as a hybrid workforce with a mix of both at home and in office work. For this role we are looking for someone who wants to hang out with us in real life 2 times per week with our awesome team.

As a Customer Success Manager at Resolver, you'll help customers turn their investment in our platform into results that matter to their business. You'll learn what their teams are trying to accomplish, build relationships with the people driving those goals, and help them make Resolver an effective part of how they work.

You'll have responsibility for a portfolio of customers and the opportunity to influence their experience throughout the relationship. That means helping customers adopt the platform, making their progress visible, addressing concerns early and recognizing where Resolver could support their next business priority.

Your success will come from combining customer understanding with business acumen. You'll know when to offer guidance, when to challenge an assumption and when to bring in a colleague with the expertise to help.

About Resolver:

Resolver is a high-growth SaaS company whose intuitive, no-code platform fives our customers a clear picture of their risks so they can make quick and effective decisions. As a part of the Resolver team, your work will help transform risk management to risk intelligence so organizations can protect people and assets and deliver on their purpose.

We are ambitious in both our mission and our culture. As a business within Kroll, we offer an innovative, non-hierarchical work environment blended with the stability and financial security of an enterprise. Resolver has also been named one of Canada's Great Places to Work six years in a row.

What you’ll be doing:

Customer Health and Value Realization (35%)

Measures of Success: You maintain actionable health assessments and customer-aligned success plans that guide progress.

• Build a working understanding of each customer's business priorities, stakeholders and expectations.
• Own the customer success plan, agreeing achievable milestones and evidence of value with the customer.
• Lead business reviews that help customers assess their progress and decide what deserves attention next. Build relationships with users, champions and executive sponsors so your understanding of the account extends beyond a single contact.
• Maintain evidence-based customer health assessments, facilitate feedback and follow through on what you learn. Use Salesforce to give the account team a useful, accurate picture of the relationship.

Retention and Risk Management (25%)

Measures of Success: You contribute to retaining existing customer revenue through proactive value, adoption and risk management.

• Identify concerns before they become renewal surprises. Understand how adoption gaps, stakeholder changes and unresolved issues affect the customer's confidence in Resolver.
• Bring the right people together around a recovery plan, maintain clear customer communication and follow through on commitments.
• Own renewal readiness across your portfolio. Ahead of each renewal, confirm the value customers are receiving, understand their priorities and renewal intentions, and address open concerns. Provide evidence-based renewal likelihood and risk inputs to the AM, who owns pricing, procurement, negotiation, signature and the commercial forecast. Support and Services retain ownership of technical resolution and delivery.

Expansion Opportunity Discovery (10%)

Measures of Success: You identify high-intent expansion opportunities that meet agreed qualification criteria, with a customer need, relevant stakeholders, potential value and an agreed next step for AM follow-up.

• Stay curious about the customer's changing business. Identify situations where additional products, teams or use cases could help them achieve a meaningful outcome.
• Explore the need, stakeholders and potential value before introducing an opportunity to the Account Manager. Make the handoff useful by sharing what you have learned and confirming an appropriate next step with the customer.
• Continue contributing customer context and value evidence while the Account Manager leads the sales process, proposal and negotiation.

Customer Advocacy (5%)

Measures of Success: You facilitate feedback and coordinate appropriate responses to customer concerns.

• Build relationships with customers who are willing to share their experience. Partner with Marketing on references, success stories and relevant customer programs.
• Represent customer feedback internally with enough business context for Product and other teams to understand the need. Keep customers informed about the response and next steps.

What you will bring:

• 2–5 years of relevant SaaS experience, ideally in customer success or solution delivery.
• Experience helping customers adopt software, achieve business goals and navigate challenges that affect the relationship.
• Confidence using customer data and CRM tools to manage a portfolio and prepare for meaningful customer conversations.
• Experience in Security and Investigations or GRC is a plus.

What we’ll give you in return:

• Health and Wellness Benefits: 100% paid by us for health, dental and vision from day 1!
• Professional development: we have an external learning budget to help you grow and develop. We host a learning workshop about every 6 weeks on topics like Time Management, Self-Awareness and Giving Feedback; we also have e-learning to meet the needs of our remote team. We offer career development opportunities to help you build your skillsets for internal growth opportunities and beyond. We also have a Coaching Program for all our managers. We know how important it is to have a good boss, so we invest in their development.
• Vacation: it's open, which means we don't worry about an accrual clock. On average, we see most folks enjoying between 3-4 weeks off a year
• RRSP: We'll match 100% of your contributions up to 2.5%
• Parental leave: Best-in-class top-up for new parents - 100% for 15 weeks new parents and 5 additional weeks of pregnancy leave for birth mothers.
• In The Office When you come into the office to work, you will have access to snacks and beverages and in-office games like ping-pong, group lunches, and karaoke. We also offer up lots of opportunity for team socials too, including the folks who are remote!
• The base salary range for this role is $90,000-110,000.

Interested?

If you want to work in a highly collaborative environment and are committed to making a difference, click here to get the process rolling.

We truly appreciate all interest and will happily reply to qualified candidates.

Resolver is committed to providing accommodations for all persons with disabilities. If at any point in the recruitment process you require accommodation, please notify the applicable recruiter or contact us directly at [email protected]

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