Customer Success Manager at Catalis Holdco Inc – Edmonton, Alberta

Who We Are

Catalis is a fast-growing and award-winning technology company that serves municipal governments across North America. We strive to be an example of a successful high-growth technology company, and our team members depend on each other to make it happen. Our solutions are designed to streamline processes, enhance efficiency, and improve the delivery of government services to the public. At Catalis, we are committed to empowering municipalities to operate smarter, serve better, and love how they do it.

The Opportunity

This role, based in our office in Edmonton, AB, is pivotal in shaping and delivering an exceptional customer experience, ensuring customer satisfaction, and fostering long-term loyalty. As a Customer Success Manager at Catalis, you will play a vital role in ensuring the success and satisfaction of our clients throughout their journey with our products/services. Your primary focus will be to guide customers through a structured engagement model. By understanding their business objectives, aligning our solutions to their needs, facilitating meaningful engagements, validating outcomes, and fostering long-term relationships, you will drive value delivery and promote customer retention and renewal.

What You Will Do

• Manage a portfolio of enterprise customers in Canada to drive adoption and retention
• Conduct regular account, business, and executive reviews (account status, support tickets, education on product releases, highlighting new solutions, etc.)
• Serve as a strategic consultant, connecting client goals to measurable product value
• Lead customer satisfaction escalations, including support issues, CSAT concerns, expectation alignment, and executive sponsorship alignment
• Manage customer reference relationships, including maintaining and updating a reference list
• Identify and quantify retention and churn risk across assigned accounts
• Create and execute retention remediation plans to address identified risks
• Execute renewal contracts to ensure contracts are in place for all services and subscriptions
• Proactively identify and refer upsell opportunities to Sales within your customer portfolio
• Oversee and escalate billing and collections issues
• Attend Conferences and Tradeshows as needed across Canada

What you Will Need to Succeed

• 3+ years of experience in Customer Success, Account Management, or a customer-facing role within SaaS, technology, or complex B2B environments
• Bachelor’s degree in business, communications, planning, or a related field (or equivalent experience)
• Demonstrated ability to manage at-risk customers
• Strong relationship-building skills, including the confidence to have difficult conversations
• Exceptional problem-solving instincts and the ability to juggle multiple priorities simultaneously
• Persistence and an optimistic mindset—even in challenging situations
• Ability to quickly understand complex software use cases and guide clients toward best-practice solutions
• Travel up to 15% in Western Canada, primarily for on-site customer meetings and strategic engagements

Catalis is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.