Customer Success Manager
Remote (Canada)

About the Opportunity

As a Customer Success Manager (CSM), you will proactively guide Labbit customers from late-stage sales through implementation, adoption and beyond. Labbit is our modern laboratory information management system (LIMS) used by organizations running complex scientific and regulated workflows. This foundational role ensures our customers realize sustained value from our platform while helping us continuously improve our engagement and support.

Working collaboratively with our Implementation, Product, Support and Sales teams, you’ll guide customers through onboarding and into their day-to-day use. In this role, you will own a customer portfolio and serve as their primary relationship manager and strategic partner. This includes leading monthly check-ins and periodic reviews, maintaining stakeholder power maps, and monitoring account health through dashboards that track engagement, satisfaction, growth opportunities, churn risk, training needs, and roadmap priorities. You’ll also produce quarterly internal account summaries to keep cross-functional teams aligned on status, risks, and expansion opportunities.

This role requires you to be an articulate, proactive communicator, highly organized, and comfortable leading customer conversations while translating insights into internal action. You also bring a curious and strategic mindset along with strong relationship-building instincts. If you have experience supporting regulated or technical environments, such as life sciences, healthcare technology, or enterprise SaaS, you will be especially well-positioned for success in this role.

Must Haves

• Experience in Customer Success, Account Management, or Client Relationship Management in a SaaS or technology environment
• Experience with process creation and improvement in a similar field
• Proven ability to manage multiple customer relationships and priorities simultaneously
• Strong communication and presentation skills for both executive and technical audiences
• Experience working with product teams to communicate roadmap needs and feature requests
• Strong organizational and process discipline
• A collaborative mindset with the ability to engage cross-functional teams
  
  
  

Nice to Haves

• Experience supporting customers in regulated or technical environments
• Experience with Atlassian tools (JIRA, Confluence, JIRA Service Management)
• Experience with knowledge base platforms such as Document360
• Background in life sciences, laboratory workflows, or healthcare technology

What to Expect at 1, 3, and 6 Months

At 1 Month

• You’ll become familiar with our collaboration tools (Slack, Github, Jira, GSuite, and Confluence) and have engaged with our culture and channels
• You’ll Learn Customer Success processes, tools, and workflows
• You’ll learn escalation pathways and meet members of other teams relevant to your success in this role
• You’ll attend your first all-hands meeting
• You’ll begin product and domain training
• You’ll shadow experienced CSMs on customer calls
• You’ll look to identify process improvements based on previous experience
• You’ll experience an all-hands company stand-up
  
  

At 3 Months

• You’ll have to familiarize yourself with our practices and processes
• You’ll start handling your own customer portfolio with smaller-scale customers
• You’ll continue learning our product and domain
• You’ll build your first strategic presentations (internal)
• You’ll engage customers independently
• You’ll continue to shadow experienced CSMs on customer calls
• You’ll be focusing on process improvement in the role
  
  

At 6 Months

• You’ll operate independently in the CSM role with a small to medium-sized portfolio
• You’ll pursue growth opportunities within your portfolio
• You’ll actively contribute to improving documentation and CSM processes