We are looking for a customer-focused Customer Success Manager (CSM) based in Toronto. The candidate must possess an analytical mindset, a sound interpersonal communication skill set, and a drive to meet time-sensitive deadlines, and a focus on efficiency while not compromising quality.

We offer an exciting position in a fast-growing, high-tech business with flexible ways of working and plenty of opportunities for professional growth.

About Cloudpermit

Cloudpermit is the world’s leading e-permitting software for local government building departments.

We are a SaaS cloud-based platform expanding across North America and Europe (used in more than 300 municipalities and growing) that was built for local government building departments with local government building departments.

Cloudpermit delivers a state-of-the-art e-permitting software that helps local government building departments conduct on-site mobile inspections, issue permits at least 50% faster than paper-based systems, enables the public to apply for building permits online, and implements within weeks, not months.


Customer Success Manager Job Description

At Cloudpermit, Customer Success Managers (CSM) are responsible for keeping customers happy and engaged by developing loyalty and satisfaction. They also are responsible for delivering digital products and services in a professional manner. Some additional responsibilities of Cloudpermit’s CSMs include:

·     Lead client adoption through high-level technical support and guidance

·     Ensure client satisfaction throughout the implementation life cycle

·     Triage customer questions, issue resolution, and requests for enhancement

·     Support other departments to ensure we stay on the pulse of our customer’s needs

CSMs at Cloudpermit are an integral part of the team. While the CSM will largely be based in Toronto, the job does involve some travel within Ontario.

Responsibilities and Duties

The Cloudpermit CSM role is responsible for the delivery of digital products to local governments across Ontario. This role balances key disciplines within our delivery model, such as core product deliverables, managing customer expectations, training municipal staff, and managing technical support requests. The CSM can expect to be assigned 20+ implementation projects per year.

The CSM reports to the Director of Customer Success, Mark A. Stiles.

Responsibilities and duties include (not limited to):

·     Implementing Cloudpermit’s digital products for municipal building departments

·     Assisting in Change Management within the municipality through implementation-specific training, knowledge base, and post-Go-Live support

·     Build, manage, and maintain sound client relationships to produce, on average, 75% Net Promoter Scores above 8

·     Assist sales team on demonstrations

·     Advising product development team to ensure decisions are made in the best interest of clients and users

Qualifications, Skills, and Past Experience

The Customer Success Manager needs to have various hard and soft skills to succeed in the role. Some of these include (not limited to):

·     Highly analytical resource focused on efficiency and effectiveness

·     Exceptional listening skills

·     Exceptional communication skills (verbal and written)

·     Effective time management and organization (Project Management experience considered a bonus)

·     Passion for digital products and services

·     Exceptional communication skills (verbal and written)

·     Computer and technology savviness

·     Required education: Bachelor’s Degree

·     Required qualifications: 1+ year(s) as a technical or business analyst (SaaS experience considered a bonus)

Company Culture

The Cloudpermit team is comprised of highly-motivated, positive, and technologically-savvy team members. We enjoy working as a team to solve problems and thrive on collective and personal success. At Cloudpermit, you will be assigned engaging and challenging projects and will have opportunities to give input and direction. The Cloudpermit work environment is inclusive, challenging, and rewarding – you can expect to enjoy:

·     Competitive salary and benefits package

·     An innovative and welcoming team

·     Transparent and nurturing management

·     Tremendous opportunity to grow professionally

·     Flexible work-life balance and an option to work remotely

Apply for this position by contacting 👇

Mark A. Stiles

Director of Customer Success, North America