(Remote) Customer Success Manager

SilverBlaze, a division of Harris; is seeking a Customer Service Manager who serves as the primary day-to-day liaison and trusted advisor to customers.

As the central point of accountability for the customer experience, the CSM owns ongoing relationships with key operational stakeholders, coordinates support and CS led service activities, and serves as the escalation point that drives issues to resolution.

The CSM will have a deep understanding of each customer's configuration and how they use Silverblaze software, to ensure the software capabilities remain aligned with customer goals - driving adoption, surfacing risk, and identifying opportunities for expansion.

This role balances relationship management, operational discipline, and strategic thinking, with a dedicated focus on customer outcomes.

This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone.

Salary:

70K - 80K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

Customer Relationships & Communication

• Build and maintain strong, trusted relationships with key operational stakeholders.
• Serve as the primary day-to-day liaison and go-to resource for Silverblaze customers ensuring customer needs are met.
• Develop a deep understanding of each customer's software configuration, business workflow, and goals to align Silverblaze's capabilities with their needs.
• Organize and lead support ticket review calls with customers as needed, ensuring customer expectations are met.
• Conduct onsite customer visits as needed to strengthen relationships and address key issues.

Account Health, Adoption & Growth

• Monitor account health including customer sentiment, usage trends, and operational performance to proactively identify and mitigate risks and share those findings across departments.
• Drive adoption of Silverblaze solutions by identifying gaps and recommending actions to increase value realization.
• Evaluate, quantify, and report on customer satisfaction, and take corrective action on any issues causing dissatisfaction.
• Identify opportunities for software expansion in partnership with the Sales team.
• Drive customer satisfaction to reduce attrition and secure recurring revenue.

Issue Resolution & Service Delivery

• Act as the primary escalation point for customer issues, driving them to resolution.
• Lead post-incident reviews with customers following major performance events, communicating root cause, remediation steps, and preventive actions.

Service Order Requests

• Intake quote requests from customers and partner business units, clarifying scope of request and confirming requirements before engaging internal teams.
• Coordinate with Engineering and Delivery to obtain level-of-effort details needed to build Service Order quotes.
• Respond to and deliver requested Service Orders in line with defined SLA guidelines.

Cross-Functional Collaboration

• Keep the Sales team informed of key updates, risks, and opportunities.
• Support and contribute to business reviews with insights, performance data, and recommendations.
• Work collaboratively across Silverblaze to deliver the highest level of customer satisfaction.

Contract Renewal & AR

• Track upcoming maintenance renewals, surface risk early, and partner with internal teams to address any blockers.
• Attend finance AR calls and proactively work with customers and internal teams to ensure AR metrics are being met.
• Monitor outstanding invoices for assigned accounts and follow up with customer contacts to resolve aging or disputed items.

Documentation & Reporting

• Create and track a customer playbook in the internal tracking system for every new customer from onboarding through life of customer.
• Log all customer interactions, including meetings and calls, in the internal tracking system.
• Maintain up-to-date customer contact information in the internal tracking system.

What we are looking for:

• 3-5 years of experience managing multiple customers in a Customer Success or Account Management role.
• Excellent written and verbal communication skills.
• Strong organizational skills and operational discipline.
• Ability to connect technical solutions to business value.
• Ability to interact effectively with individuals at all levels of an organization and have difficult conversations.
• Ability to follow directives and take initiative to complete responsibilities with minimal direction.
• Ability to complete tasks and objectives in a timely manner, ensuring deadlines are met.
• Proficient in Microsoft Word, Excel, and PowerPoint.
• Comfortable integrating AI into daily productivity and decision-making processes.

What we can offer:

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About SilverBlaze:

SilverBlaze Solutions is award-winning software innovation, development and consulting firm. Founded in 1999, SilverBlaze provides utilities with value-focused, highly-customizable web self-service portal and smart forms software. As a leader in customer engagement and collaboration, we specialize in providing self-service portal and intelligent form software to electric, water, gas, telecom and multi-service utility companies. Over the past 20 years, SilverBlaze has successfully empowered clients throughout the United States, Canada, and the Caribbean to maximize customer engagement. Visit www.silverblaze.com to learn more about the diverse roster of clients SilverBlaze has helped succeed.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.

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