Job description
If you’re the type that loves the thrill of closing a deal in a fast-paced, ever-changing environment, you will lose your mind here.
As a high-growth tech company selling software in a competitive global market, the work is not easy. But it’s interesting and super fun. It will test you and stretch you in ways you never expected. It’s what our sales team love about the work. Because it gives meaning to their roles. Oh, and did we mention it was fun?
As a Customer Success Manager, your purpose is to ensure customers receive full value from their investment in Phocas by driving product adoption, satisfaction, and long-term engagement. You will act as a strategic partner post-sale, collaborating closely with Account Executives and Account Managers. You will provide both proactive planning and responsive resolution to customer needs.
What you’ll need to feel good
• Excellent relationship-building and communication skills
• Strong problem-solving and facilitation abilities
• Highly organized with attention to detail
• Comfortable delivering training and sharing best practices
• Ability to effectively manage multiple projects simultaneously, prioritize
tasks, and meet deadlines.
• A collaborative, proactive, and customer-first mindset
• Passion for technology and continuous learning
• Humble, adaptable, and aligned with Phocas culture
What you’ll do to grow fast and have fun
• Drive product adoption through training, enablement, and proactive engagement
• Deliver regular check-ins, success planning, and product reviews
• Monitor usage data to identify risk and opportunity areas
• Collaborate with AEs and AMs on onboarding, renewals, and growth opportunities
• Respond to customer issues with urgency and care and provide detailed
troubleshooting to resolve end-to-end issues.
• Driving customer training
• Equip customers with the skills, knowledge, and confidence to make full use of
Phocas, accelerating time-to-value and improving product satisfaction
• Track customer satisfaction (e.g., NPS, CSAT) and improve outcomes
• Maintain accurate records of interactions and planning in CRM tools
• Provide feedback to internal teams to support product and process improvements
• Stay current on Phocas products, industry trends, and customer needs
Essential:
• 3+ years in a SaaS Customer Success role.
• Experience driving customer adoption across multi-stakeholder environments.
• Proven ability to deliver against customer success metrics (e.g., retention, satisfaction)
Desirable:
• Experience with BI, ERP, or CRM platforms.
• Familiarity with tools such as HubSpot, Jira, or Customer Success platforms
• Experience delivering customer training or enablement sessions
A bit about us to see if we’re your kind of good time
We’re a business planning and analytics company on a mission to make people feel good about data. We’ve been hard at it for 20 years, helping 2,300 companies turn complex business data into performance boosting results. Despite our global status of 300 world-class humans, we’ve held on to our start-up roots. The result is a workplace that’s fast, exciting and designed for fun.
Whether you want to try out new sales tactics, lead a project, champion wellness, or spend more with the kids, you’ll have our full support. As long as you’re doing what makes you happy, the rest falls into place.
We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.
As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.
Create your happy place
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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