Customer Success Manager

{
  "content_hash": "2019bd0434afccf9f0c88311f2563d80cae2def325c1957af2cd377d91b6a70d",
  "source_hash": "66558e59220a5722a2634d81f70a2662a0d2190c177b0946248f549560e63068",
  "last_changed_at": "2026-05-30T05:41:30.103Z",
  "active_status": "active"
}

{
  "language": "en",
  "location": {
    "raw": "Montreal, Quebec, Canada",
    "city": "Montreal",
    "region": "QC",
    "country": "Canada",
    "is_remote": true,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T10:26:17.259Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Montreal, Quebec, Canada",
      "city": "Montreal",
      "region": "QC",
      "country": "Canada",
      "is_remote": true,
      "confidence": 0.8
    },
    "countries": [
      "Canada"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "50",
    "isRemote": null,
    "location": {
      "city": null,
      "state": null
    },
    "atsLocation": {
      "city": "Montreal",
      "state": "Quebec",
      "country": "Canada",
      "province": null
    },
    "departmentId": "18616",
    "locationType": "1",
    "jobOpeningName": "Customer Success Manager",
    "departmentLabel": "Customer Success",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": null,
      "state": null,
      "postalCode": null,
      "addressCountry": null
    },
    "datePosted": "2026-05-29",
    "atsLocation": {
      "city": "Montreal",
      "state": "Quebec",
      "country": "Canada",
      "countryId": "2"
    },
    "description": "<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">About Axya</span></p>\n<p><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Axya is a procurement platform for engineering-to-order manufacturers — aerospace, custom vehicles, precision machinery. We help upper mid-market manufacturers across Canada and the USA run faster, more reliable procurement through workflow-native software and an agentic AI layer that captures what ERPs miss. Customers include MDA Space, Airbus Atlantic, Cascades, Marmen and much more. We are in the process of closing our series A to support the scale of the business and enter a steep growth phase where we need builders to move the work ahead.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">This is a forward-deployed CSM role. You come in with deep domain expertise in manufacturing, supply chain, or procurement — enough to immediately understand how a customer’s operation works, where it breaks down, and what ‘better’ actually looks like for them. You pair that domain knowledge with strong project management, technical fluency, and a genuine change management mindset to become the trusted advisor your customers did not know they needed.</span></p>\n<p><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">You own each account end-to-end — kickoff through deployment, health, renewal, and expansion — with no handoff. You generate reports, run workflows, troubleshoot issues down to root cause, and drive the organizational change required for customers to realize real ROI. You spend meaningful time onsite with customers across Canada and the US, because some of the greatest work does still happen in person.</span></p>\n<p><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Customer success is a whole-organization priority at Axya. You work closely with: the VP of Customer Success, one other CSM, a data analyst, a three-person support team, and direct access to product and engineering. Your observations from the field shape the product roadmap.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">What You Will Own</span></p>\n<p><span style=\"color: rgb(46, 109, 164); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Deployment &amp; Project Management</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Project-manage onboarding end-to-end: ERP integration coordination, buyer training, supplier onboarding waves</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Set deployment KPIs at kickoff (PO volume, active suppliers, active buyers) and track weekly to steady-state</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Coordinate across support, product, and engineering to unblock issues proactively.</span></li>\n</ul>\n<p><span style=\"color: rgb(46, 109, 164); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Domain Expertise &amp; Change Management</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Understand each customer’s procurement operation from the inside — their workflows, team dynamics, and organizational friction points</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Redesign workflows, not just train on features — your goal is operational change, not just software adoption</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Drive stakeholder alignment at multiple levels: operational users, procurement managers, and executives</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Conduct onsite visits to build trust, observe reality firsthand, and accelerate adoption</span></li>\n</ul>\n<p><span style=\"color: rgb(46, 109, 164); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Strategic Health &amp; Trusted Advisor</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Run data-driven Business Reviews with quantified ROI narratives — procurement savings, cycle-time gains, sourcing performance</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Generate custom reports, run diagnostic workflows, and troubleshoot operational issues to root cause</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Monitor health signals and intervene before risk escalates</span></li>\n</ul>\n<p><span style=\"color: rgb(46, 109, 164); font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Renewals &amp; Expansion</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Own renewals with structured intervention</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Identify expansion signals, build the business case, and bring in Sales at the right moment</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Who You Are</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">3–5+ years in B2B SaaS CS, account management, implementation, or project management in an operationally complex vertical</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Genuine domain expertise in manufacturing, supply chain, or procurement — you speak the language fluently, not just conversationally</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Strong project management: you run structured deployments, own timelines, and close open loops</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Technical fluency: you generate reports, navigate data, understand integration concepts, and troubleshoot to root cause without always needing engineering</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Change management instincts: you identify organizational friction, align stakeholders, and drive adoption beyond surface-level usage</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Commercially sharp: ROI narratives, renewal negotiations, expansion identification</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Comfortable traveling for onsite customer visits across Canada and/or the USA </span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Excellent English · French a strong plus</span></li>\n</ul>\n<p><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Nice to have: ERP or supply chain platform experience · AI or automation workflow exposure · BI/SQL comfort · CRM/CSP familiarity</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">What Success Looks Like in 12 Months</span></p>\n<ul>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Deployments hit PO and supplier targets on schedule, with blockers resolved before they become escalations</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Every strategic account has a documented, customer-validated ROI narrative</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Renewals closed with improved terms</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">2–3 CS-originated expansion opportunities in the CRM, at least one converted</span></li>\n<li><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Your customers’ procurement leads and executives consider you a strategic advisor</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 58, 92); font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">How We Work</span></p>\n<ul>\n<li><span style=\"color: #1a3a5c; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Customer-centric. </span><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">The customer’s operational reality is the starting point for everything. We earn trust by understanding their world, not by pitching ours.</span></li>\n<li><span style=\"color: #1a3a5c; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Ownership and initiative. </span><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">You see something that needs doing, you do it. No one assigns you problems — you find them.</span></li>\n<li><span style=\"color: #1a3a5c; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Accountability and autonomy. </span><span style=\"color: #4a4a4a; font-family: Arial,sans-serif; font-size: 10pt\">Remote and async-friendly, low-meeting culture. We trust you with the work, and you own the outcome.</span></li>\n</ul>",
    "compensation": null,
    "departmentId": "18616",
    "locationType": "1",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Customer Success Manager",
    "departmentLabel": "Customer Success",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://axya.bamboohr.com/careers/50",
    "employmentStatusLabel": "Full-Time"
  }
}