Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Senior Customer Success Manager at Timescapes driving engagement and customer satisfaction while managing key accounts in the construction industry.
Responsibilities
- Guide customers at the project and corporate level through the onboarding process
- Create and maintain tailored account plans that align with each customer’s business goals
- Develop and nurture strong relationships with key stakeholders
- Regularly engage with customers to assess satisfaction and uncover expansion opportunities
- Track and analyse success leading indicators and key customer success metrics
- Share best practices, refine playbooks, and host learning sessions
- Identify and nurture customer advocates for positive testimonials
- Accountable for Net Revenue Retention and Churn metrics
- Regular monitoring of camera health and working with customers
- Provide ongoing training and support to customers
Requirements
- Excellent communication and interpersonal skills
- 5+ years in Customer Success or Account Management, with at least 2 years in a leadership or senior individual‑contributor role.
- Passion for driving customer success and a genuine desire to help customers achieve their goals
- Strong desire for growth and career development
- Genuinely values engaging with people and goes out of their way to meet face-to-face
- Strong customer-focused mindset problem-solving abilities
- Ability to build rapport and establish trust with customers and internal stakeholders
- Previous experience in customer success, account management, or related roles.
- Must have the legal right to live and work in Canada.
Benefits
- 15 working days plus annual holiday close down
- Competitive health insurance
- RRSP
- EAP and wellbeing
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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