Senior Customer Success Manager

We offer a competitive base salary starting at $100K CAD and above, depending on experience. This role also includes variable compensation tied to individual performance and equity. 

About Blue J

Blue J is the leading generative AI solution for tax professionals. As a B2B SaaS company, our customers are accountants and tax experts who rely on our market-leading software to deliver fast, accurate, and defensible answers to complex tax questions.
With the launch of our flagship generative AI product, we’ve consistently exceeded our revenue targets quarter over quarter and continue to accelerate our growth. Our product roadmap is ambitious, customer-focused, and designed to deliver exceptional value at speed.
On the heels of our $122M USD Series D funding, we’re racing ahead with an exciting product roadmap and are looking for a Senior Customer Success Manager to help us scale our CS processes, deliver exceptional client experiences, and drive customer growth.

A Note On Location

This role can be hybrid or remote. We’re open to candidates across Ontario, with a slight preference for those who can work from our Kitchener/Waterloo or Toronto office 1-2 days per week. All candidates must be eligible to work in Canada.

The Opportunity

We’re looking for an experienced, proactive, and customer-focused Senior Customer Success Manager to support our rapid growth at Blue J.
This role is responsible for managing a portfolio of mid-sized clients within a high-volume book of business. The ideal candidate has over four years of experience in a customer-facing capacity, preferably with exposure to clients at the mid-market level.
You understand how helping customers meet their usage goals directly supports customer success, retention, and expansion. You’re highly organized, skilled at building trust, and comfortable operating independently while collaborating across teams. You also thrive in a fast-paced, growth-oriented environment where you can have a real impact.

What You’Ll Be Doing

• Managing a mid-market book of business
• Becoming a trusted advisor to customers and maintaining strong relationships
• Achieving revenue and retention goals through proactive engagement
• Leading customer onboarding and implementation activities
• Establishing and tracking customer goals, and demonstrating ROI
• Identifying expansion opportunities in partnership with the Sales team
• Acting as the voice of the customer internally and sharing feedback with Product
• Delivering product training and ensuring value realization
• Maintaining consistent communication cadences with accounts
• Proactively identifying and mitigating churn risk
• Supporting high-priority accounts with strategic insight and guidance
• Staying up to date on industry and technology trends to anticipate customer needs and drive continuous improvement

What You Offer Blue J

• 4 plus years of experience in Customer Success or Account Management 
• Experience managing mid-market or larger-scale customer portfolios
• Strong project management skills; ability to drive implementation
• Exceptional presentation, written, and verbal communication
• Ability to manage multiple priorities and high-volume portfolios independently
• A growth mindset and experience in startup or scale-up environments is a plus
• Strong understanding of SaaS and customer lifecycle management is a plus

What We Offer You

• An incredible opportunity to be an early team member at a rapidly growing company. We’re building a revolutionary tool from the ground up, and you will have a meaningful role in shaping the team that builds it. 
• We’re big on connection, whether it’s spontaneous whiteboard sessions, monthly get-together or company-wide socials, we’re building a culture where collaboration is energizing, and showing up in person feels like something you want to do, not have to do.
• We’re well-funded and offer competitive base salaries and stock options. You’ll play a crucial role in our growth, and it’s important to us that you share in our long-term success. 
• We care about you as a whole person. You’ll have a healthy work/life balance and colleagues who respect it. We’ve mindfully put together a great benefits package that covers you and your family. 
• We’ve got an amazing team. We’re mission-driven and motivated by success, but we’re friendly, we’re collaborative, and we care about each other. 
• We’ve got all the start-up perks you’d expect, and are intentionally building a culture where you can pickleball if you want, feel safe to be yourself at work, and watch your career grow because your team has invested in you.

The Core Values That Define Our Culture

• We are customer-focused
• We put the team interest before self-interest
• We are pleasant and playful
• We are open to better ideas
• We deliver on our promises
• We solve the toughest problems

What To Expect In The Interview Process

We anticipate a high volume of applicants for this role and are excited to grow our team. A human will review each application and get back to you as soon as possible. We appreciate your patience and look forward to connecting with you! 
Interview Process

• Step 1: Chat with Lavita, our Talent Acquisition Manager
• Step 2: Meet Mat, our VP of Customer Success and Rohaan, a Senior Customer Success Manager on the team
• Step 3: Present a case study to Mat and Sean, our CRO
• Step 4: Wrap up with Ben, our CEO

We believe our strength is built on diversity of thought, and encourage candidates from all backgrounds and experiences to apply. We value inclusiveness and are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We strive to create an inclusive and accessible hiring experience for all candidates. If you need any accommodations during the interview process, please let us know in your application. Our team is dedicated to providing the necessary support and making reasonable adjustments to ensure a smooth process for everyone.