Customer Success Manager

About eState PlannereState Planner is on a mission to improve estate planning for Canadians by empowering professionals with modern, intuitive tools.Our platform helps legal and financial professionals deliver a more client-focused experience while improving efficiency and accuracy. Built with deep domain expertise, eState Planner combines intelligent, rule-based technology with a user-friendly interface to support the drafting of both simple and complex estate plans.About the roleWe’re looking for a Customer Success Manager to ensure our customers are set up for long-term success with eState Planner.This role is focused on onboarding, retention, and customer relationships. You’ll work closely with Sales and Marketing to deliver a seamless customer journey, from initial conversion through ongoing engagement.You’ll play a key role in helping our customers get the most value from our product, while also acting as a voice of the customer to inform our product and go-to-market strategy.What you’ll do:Customer onboarding & activationOwn the onboarding experience for new customers after they convert from trialEnsure smooth handoff from Sales to Customer SuccessGuide customers through setup and early usage to set them up for successProactively identify and address risks during the early lifecycle👉 KPI: Early churn/activationRetention & relationship managementBuild and maintain strong relationships with customersRegularly engage customers to ensure they are getting value from the productIdentify risks early and take action to prevent churnAnalyze data to spot churn signals and opportunities👉 KPIs: Churn rate, churned revenue, customer engagementCustomer advocacy & insightsAct as the voice of the customer internallyGather feedback, insights, and product requests from customersShare learnings with Product, Sales, and Marketing to inform roadmap and messagingHelp identify trends across customer segmentsBilling & account healthEnsure customer accounts remain in good standingMonitor and follow up on failed paymentsWork with customers to resolve billing issues promptlyCross-functional collaborationCollaborate with Sales to ensure smooth transitions and aligned expectationsPartner with Marketing to share customer insights and success storiesContribute to improving onboarding and customer experience processesWhat we’re looking for2–3 years of experience in Customer Success, or 2+ years in Account Management or a similar customer-facing roleStrong interpersonal and communication skillsComfortable building relationships and working directly with customersOrganized and proactive, with strong follow-up habitsAbility to identify problems and take initiative to solve themExperience in SaaS is a plusExperience in legaltech or a background in the legal industry is a strong plusWhy join usPlay a key role in shaping the customer experience and retention strategyWork closely with Sales, Marketing, and ProductHigh ownership and autonomy in your roleOur commitmenteState Planner is an equal opportunity employer. We believe diverse teams build better companies and are committed to creating an inclusive environment for all.