Customer Success Manager

We’re looking for a strategic, business-savvy Customer Success Manager (CSM) to join our growing team at samdesk. This is an exciting opportunity to support globally recognized brands, ensuring they drive meaningful outcomes and long-term value from the Samdesk platform.

As a CSM, you’ll own the post-sale relationship, guiding customers from onboarding through adoption, renewals, and growth. This role is ideal for someone who understands B2B SaaS dynamics, can interpret platform data, and enjoys aligning product capabilities with real-world customer workflows.

This is not a support or customer service role, it’s a high-impact, consultative position focused on customer outcomes, strategic guidance, and platform optimization.

We are open to remote candidates already residing in Canada.

Who we are

Samdesk is a global disruption monitoring tool that delivers real-time crisis alerts powered by AI. We make sense of the world’s most valuable real-time data sources with the purpose to create a safer world. Our mission is to help our users act faster, with more confidence, at a time when action can make the biggest difference. Samdesk is backed by leading global investors and is headquartered in Edmonton, Alberta, with team members in multiple regions including North America, Europe, and Asia Pacific. We are a growing team of dreamers and builders, supporting large global customers around the world. Check us out! www.samdesk.io 

The highlights ( Who you are)

As a CSM at Samdesk, you will be the trusted advisor guiding customers through every stage of their journey—from onboarding and adoption to renewal and growth. You’ll take ownership of the entire customer lifecycle, ensuring that each client realizes the full value of the platform while receiving exceptional service and strategic support. Your role is central to aligning customer needs with the right product features, packages, and configurations to maximize ROI and long-term success.

You bring a balance of professionalism and empathy, building strong relationships grounded in trust. You’re passionate about technology and love uncovering how tools can solve real problems. Whether working with analysts on the ground or presenting to executive stakeholders, you’re confident in your ability to connect, communicate, and drive meaningful impact across all levels of an organization.

What you’ll do

• Own the full customer journey from onboarding to renewal and expansion.
• Serve as the strategic advisor and daily point of contact for your accounts.
• Deliver tailored onboarding experiences and platform training to enterprise users.
• Use tools like Hubspot, Mixpanel, and Intercom to monitor health, identify risk or expansion opportunities, and log insights.
• Analyze customer trends and data to inform success plans and streamline SOPs.
• Facilitate feedback loops with product, sales, and support teams based on customer needs.
• Proactively drive customer engagement, success reviews, and retention initiatives.
• Advocate for your customers internally, ensuring their voice is heard throughout the organization.
  

Lastly, but importantly, you want to make a meaningful contribution to a world-changing product and be a key member of a team you enjoy working hard with.

We're looking for someone with

• 3+ years in a Customer Success, Account Management, or Customer Strategy role (SaaS or tech startup experience strongly preferred).
• Proven success managing business relationships with mid-size and enterprise customers.
• Strong technical acumen—comfortable navigating software platforms and explaining technical concepts to non-technical users.
• Experience supporting the public sector, security, or global organizations is a plus.
• Familiarity with success metrics like NPS, Net Revenue Retention, and churn reduction.
• Ability to balance strategic thinking with hands-on execution.
• Excellent communication and presentation skills across all levels of an organization.
• High emotional intelligence and empathy-driven decision making.
• Located in Canada with the ability to travel up to 20% for customer meetings or company events.

What are the perks? What’s in it for you?

• Work at the intersection of AI, public safety, and enterprise technology, with a committed and passionate team of innovators at a fast growing startup
• We view this role as a career building opportunity as you’ll work with cross functional teams and the world’s most notable brands, selling a life saving solution
• Competitive compensation and free access to a health benefits package, including dental, extended health,  vision care, and a health spending account 
• Opportunity to participate in our employee stock option plan
• A seat on the rocket ship 🚀 - buckle up!

Reports to: VP, Customer Success

Compensation: Base salary of $70,000–$80,000 CAD (commensurate with skills and experience), plus a performance-based variable commission structure. Total compensation is designed to reward both individual impact and team success, with additional opportunities for growth over time.

Application details

Help us help you stand out! Please attach a cover letter and thoughtfully answer the screening questions on the application page. We look forward to reviewing your application!

Diversity and Inclusion

samdesk is an equal opportunity employer committed to ​​creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

First Peoples' Acknowledgement

samdesk respectfully acknowledges that, being headquartered in Edmonton, we are situated on Treaty 6 and Region 4 territory, traditional lands of First Nations and Métis people respectively.

We respect the histories, languages, and cultures of First Nations, Métis, Inuit, and all other First Peoples of Canada, whose presence continues to enrich our community. The City of Edmonton owes its strength and vibrancy to these lands, the diverse Indigenous peoples whose ancestors’ footsteps have marked this region, and the settlers from around the world who continue to be welcomed here and call Edmonton home.