Work In Tech

**This is a remote opportunity open to candidates who are located in Ontario and legally eligible to work in Canada.**

Part of the Redbrick portfolio of companies, Delivra is a sophisticated email & SMS marketing automation software. With extensive data-handling capabilities and personalization tools, Delvira helps marketers execute effective multi-channel marketing campaigns. For more than twenty years, Delivra has been known for its industry expertise and unrivaled customer success. Delivra has implemented dynamic marketing solutions for thousands of companies through its full suite of professional services including deliverability consulting, creative support, and data structuring. Delivra is a Certified B Corporation as part of the Redbrick portfolio. Redbrick has been named one of Canada’s Top Small and Medium Employers for six consecutive years and is among 2025’s Top 100 Employers in BC.

One thing that our team members say they value most is our fun and truly “people-first” culture. Ours is a place where you’re given the autonomy to do your best work, from home or in the office, with the tools and support you need to do so. We cheerlead your goals and accomplishments and are invested in your future.

Here are some of the things our team loves most about working at Delivra:

• Highly competitive salary

• Attractive vacation, healthcare & benefits, including generous RRSP matching

• Monthly fitness reimbursements to support a healthy and active lifestyle

• State-of-the-art and centrally located office

• Flexible work hours and options to work remotely

• High-end hardware and equipment — in office and at home

• Autonomy and freedom to do your best work on your own terms

• Opportunities to learn and grow through professional development support, funding, and mentorship

• Internal mobility: opportunities to work with various products and teams across the Redbrick portfolio of companies

“Redbrick is flexible, offers great work/life balance, and cares about growth—both personal and professional.”

–Amee, Creative Director at Redbrick

What it means to be Customer Success Manager

As the Customer Success Manager, you'll own strategic relationships with Delivra's most complex and high-value accounts, spanning both the midmarket and enterprise segments. You'll serve as a trusted advisor and advocate, driving customer retention, satisfaction, and growth within your diverse portfolio while delivering exceptional value at every touchpoint.

In this individual contributor role, you'll work closely with cross-functional teams to create seamless customer experiences, ensuring enterprise customer needs are met with the highest level of strategic support and expertise.

We get it, you want to know what you're signing up for before you apply, right? This is what you need to know: As the Customer Success Manager at Delivra, you will leverage your expertise in complex customer environments to build, manage, and retain Delivra's most strategic customer relationships and accounts. How will you impact the business:

Strategic Value & Retention

• Build and maintain deep, strategic relationships with key stakeholders across midmarket and enterprise accounts, acting as their trusted advisor and primary advocate within Delivra.

• Surface complex business objectives and align them with relevant product features and strategic initiatives.

• Develop and execute account-specific strategies that reinforce Delivra's value proposition and deepen customer investment, adapting your approach based on account size, industry and complexity.

• Proactively identify and mitigate churn risks through engagement and support strategies.

• Conduct comprehensive business reviews and strategic planning sessions with key decision makers and executives.
  
  

Revenue Growth

• Lead complex upsell and expansion conversations by demonstrating product value and aligning with customer growth initiatives within your portfolio.

• Analyze usage patterns and identify opportunities for increased product adoption across diverse customer organizations.

• Cultivate customer referrals and case studies as customers experience measurable success.

• Drive contract renewals and expansions for midmarket and enterprise accounts.

Strategic Account Management

• Prepare and lead comprehensive Strategic Reviews for midmarket and enterprise customers including goal overviews, review of current strategic initiatives, important milestones, insights and recommendations across their account, overview of new features and capabilities, and product roadmap alignment.

• Develop and execute account plans that drive long-term partnership and growth, scaling approach based on account complexity, size and industry.

• Ensure successful adoption of advanced product features.

Cross-Functional Collaboration

• Collaborate with Professional Services to deliver complex solutions and implementations of new features.

• Work with the Manager, Customer Success to align on enterprise account strategies and success metrics.

Process Excellence

• Contribute to the refinement of strategic customer success playbooks and engagement strategies.

• Document best practices and insights from strategic customer interactions to inform team strategies.

Your First Six Months

After 1 week:

• Meet with the Manager, Customer Success to understand current enterprise account portfolio and transition plans.

• Learn the Delivra pricing structure, features and functionality and current trends in growth and risk

• Shadow team members as they perform strategic account reviews to understand what matters most to our customers

After 1 month:

• Begin relationship mapping and stakeholder identification for assigned accounts.

• Complete comprehensive account assessments for all customers in your portfolio.

• Conduct initial strategic reviews with team members included to lend support and context in early conversations

• Demonstrate understanding of Delivra product through hands on training exercises

After 6 months:

• Drive measurable improvements in account health scores, retention rates, and expansion opportunities.

• Establish yourself as a trusted strategic partner with all account stakeholders in your portfolio.

• Schedule and conduct strategic reviews with all key accounts delivering valuable insights and suggested features to adopt

• Successfully execute at least one significant expansion or renewal within your enterprise portfolio.

What we would like to see in you

Every Redbricker has three things in common: We’re curious, passionate, and good-humoured. We try our best to balance hard work with good, old-fashioned fun. As a Customer Success Manager at Delivra, there are extra specialties we’re on the lookout for:

Technical/Professional Experience and Skills:

• Proven ability to manage complex, high-value customer relationships with multiple stakeholders and decision makers.

• Deep understanding of strategic customer lifecycle strategies and B2B account growth in sophisticated environments.

• Proven experience improving relationships with at-risk customers

• Excellent verbal and written communication skills, including strong executive presence and ability to present to senior leadership audiences.

• Experience navigating diverse organizational structures and building consensus across multiple stakeholder groups.

• Continuous learner -- Our industry is always evolving so a candidate should be able to synthesize accumulated experience and knowledge into actionable decisions for enterprise environments.

• Advanced time management and prioritization skills with ability to balance multiple complex accounts simultaneously.

• High EQ, strong business acumen, and sophisticated judgment in strategic customer engagement.

• Analytical mindset with ability to interpret complex usage data and translate insights into strategic recommendations.

Requirements:

• 3-5 years in a customer success or strategic account management role within SaaS, with demonstrated experience managing complex accounts.

• Proven track record of driving retention and growth in complex B2B environments across diverse account sizes.

• Proficiency with advanced CS tools, CRM systems, and SaaS applications.

Preferred:

• Bachelor's degree required; advanced degrees or certifications a plus.

• Experience in digital marketing (especially email/SMS) or marketing automation platforms.

• Experience with Customer Success platforms (Totango, Gainsight, Churn Zero, etc.)

• Previous experience in midmarket or enterprise software sales or account management.

Redbrick and Delivra are committed to creating a diverse environment where everyone can be their true authentic selves. We value all differences as they are essential for a thriving, happy, and productive workplace. If you’d like to join us and help build a disruptive company where we are all proud to belong, here are the next steps to becoming the next Customer Success Manager at Delivra:

1. Apply with your cover letter and resume.

2. Take this opportunity to tell us your story and why you’d be a good fit for our team.

If you have any questions regarding the recruitment process or applying to this role, please reach out to careers@rdbrck.com. For any specific accommodations needed during the hiring process, please reach out to us at accommodation.request@rdbrck.com - we’re here to support your success.

Please note: due to the sensitive nature of data that our employees are privy to, our clients require a criminal background check of Delivra employees and potential employees. Only criminal convictions reasonably associated with the position in question will be relevant to the hiring decision.

Redbrick and Delivra are headquartered on the traditional Coast Salish territory, and we respectfully acknowledge the Lekwungen and W̱SÁNEĆ People of this region. With gratitude, we live, work, and care for this beautiful land.