Customer Success Manager - Channel Sales

Job description

Job Title: Customer Success Manager - Channel Sales Job Location: Office-first | Saskatoon Why this Role Matters At Vendasta, we’re leading the AI revolution from right here in Saskatoon—and beyond. We work together to empower our partners and customers through our AI-powered customer acquisition and engagement platform to help them get more customers—and keep them. We’re proud to share that Vendasta has officially been named one of Canada’s Most Admired Corporate Cultures for 2025! The mission of the Customer Success Manager is to deliver exceptional customer experiences that accelerate adoption, satisfaction, and long-term value realization within Vendasta’s platform. The incumbent of this role demonstrates working knowledge of customer success concepts (adoption, retention, lifecycle management), familiarity with SaaS and partner-led go-to-market models, and experience using CRM, enablement platforms, and basic reporting tools and will be responsible for delivering structured onboarding experiences, monitoring usage via dashboards and alerts, and conducting scheduled check-ins to gauge health and satisfaction. What You’ll Own Partner Onboarding & Enablement: Deliver structured onboarding experiences, using one-to-many formats like DIWM and DIFM sessions, supported by AI-generated templates and task queues. Lead platform walkthroughs customized to customer needs and their journey stage. Follow established playbooks while offering feedback for improvement based on partner outcomes and team retrospectives. Ongoing Education & Adoption: Monitor usage via dashboards and alerts to trigger proactive outreach. Share curated enablement content (FAQs, videos, case studies), including AI-generated resources that encourage feature adoption. Encourage customer self-sufficiency through participation in training sessions, webinars, and asynchronous learning communities. Strategic Relationship Management & Advocacy: Conduct scheduled check-ins to gauge health and satisfaction, using AI-driven summaries and tagging to document insights. Escalate issues and risks with clear context; collaborate with team leads to align retention efforts. Provide voice-of-customer input to internal stakeholders (Product, Support, Sales) to influence roadmap and cross-functional planning. Drive the adoption of marketplace products and best practices via targeted campaigns. Track partner progress against shared objectives using CRM data and automated AI-generated status reports. Recommend improvements to onboarding guides, help documentation, and lifecycle journeys based on observed friction points. How We’ll Measure Success Role Performance Metrics: Customer Engagement: Partner health scores, usage velocity, onboarding milestone completion Customer Satisfaction: CSAT performance from surveys and touchpoint reviews Adoption: Participation in group learning, tracked AI tool usage rates Goal Achievement: Completion of quarterly OKRs as defined by the team and manager What You’ll Bring Role-specific Knowledge, Skills and Abilities (Must Have & Nice to Have): 3–5 years of experience in customer-facing roles (CS, onboarding, training, or support): Preferably within a SaaS or technology environment. Bachelor’s degree preferred in Marketing, Business, Communications. Working knowledge of customer success concepts (adoption, retention, lifecycle management) Familiarity with SaaS and partner-led go-to-market models Experience using CRM, enablement platforms, and basic reporting tools Exposure to AI-powered CS technologies (e.g., call summaries, task assistants, prompt-driven content) Strong written and verbal communication with an ability to translate platform features into clear customer value High organizational discipline to execute structured workflows and timelines Collaborative mindset and curiosity to improve partner outcomes and internal processes Ability to communicate clearly and effectively in written and verbal formats. About Vendasta We help businesses get more customers. And keep them. Vendasta is an AI-powered customer acquisition and engagement platform for SMBs and the partners who support them, streamlining marketing, sales, and operatio<!---->ns through intelligent AI employees, automation, and real-time actions and insights. From creating awareness to nurturing lasting customer relationships, Vendasta offers a suite of<!----> solutions with AI assistants that streamline every stage of the customer journey. By combining a business's unique data with AI and automation, Vendasta simplifies marketing, sales, and operations, eliminating the need for multiple disjointed systems. Perks Join the Vendasta team, where your professional mastery and intellectual growth drive our platform forward. Step into an AI-first organization built for elite problem solvers who thrive on tackling complex business challenges and scaling sophisticated, automation-driven solutions. Accelerate your professional trajectory through rigorous learning tracks, continuous operational development, and exposure to cutting-edge AI methodologies designed to push the boundaries of the B2B SaaS industry. We are bound by a high-performance culture rooted in our core values—Drive, Innovation, Respect, and Agility—where the true reward is the complexity of the challenge and the scale of your global impact. At Vendasta, you will find the infrastructure to build, the ecosystem to innovate, and an elite peer group required to sharpen your expertise. Master your craft. Solve the impossible. Build the future of SaaS with us. Discover your potential. Build something that matters. Help us lead the AI revolution from right here in Saskatoon!