Intermediate Customer Success Manager (CSM)

About Total ETO and this role

Total ETO provides ERP software purpose-built for engineer-to-order (ETO) manufacturers, for companies that design, build, and deliver highly customized products. Our customers rely on us to run mission-critical operations across engineering, procurement, production, and financials.

We are seeking an Intermediate Customer Success Manager (CSM) who is passionate about helping customers achieve their desired outcomes using our products and services. The ideal candidate brings strong communication, interpersonal, and problem-solving skills, along with a solid understanding of SaaS solutions and a strong technical foundation. You have a natural ability to collaborate across all levels of an organization, confidently lead conversations, and actively listen to understand customer needs.

Role Overview

The Customer Success Manager (CSM) is responsible for ensuring customers realize value from Total ETO throughout their lifecycle, from onboarding through renewal and expansion. CSMs act as trusted advisors, helping customers adopt best practices, navigate change, and align Total ETO with their business processes.

In this role, you will manage a portfolio of customers and be accountable for retention (ARR), product adoption, and overall customer health.  You bring a strong leadership presence and adaptability, enabling you to succeed in a variety of customer-facing situations, including onsite and virtual meetings, webinars, tradeshows, business reviews, and strategic customer discussions.

Job Type: Full-Time Remote, Permanent

Salary range:  $70,900 - $86,700 salary range reflects experience and the unique skills each candidate brings to the role.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned accounts.
• Build trusted relationships with key stakeholders across operations, engineering, finance, and leadership.
• Understand each customer’s business model, objectives, goals, and lifecycle stage.
• Proactively engage customers through product updates, business reviews, and ongoing value discussions.
• Drive adoption of core Total ETO features, especially those that improve operational efficiency.
• Help customers optimize their use of Total ETO by recommending process improvements, reporting, and workflow enhancements.
• Translate product capabilities into meaningful business outcomes.
• Track customer communication, activity, and health in HubSpot.
• Lead customer webinars that build product knowledge and strengthen community engagement.

 Renewals, Expansion and Risk Management

• Partner and/or align with:

• Finance on the renewals and risk mitigation for assigned accounts
• Sales on upsell/cross-sell opportunities
• Project Managers during implementation to identify and act on risk indicators

Customer Advocacy & Feedback

• Gather and respond to customer feedback
• Partner and/or align with:

• Support on tickets that require customer advocacy or a more strategic approach
• Development to relay product adoption gaps, operational disruptions (e.g., upgrades, process changes) or misalignment between expectations and delivered functionality
• Product, communicating customer feedback to influence product direction
• Marketing to identify candidates for case studies, references, and advocacy programs

• Escalate and coordinate internally to resolve issues before they impact the customer

Qualifications

• 5+ years in Customer Success, Account Management, or a similar customer-facing role in SaaS
• Experience managing a portfolio of accounts with renewal responsibility
• Strong communication and relationship-building skills
• Ability to understand and explain technical or operational concepts
• Experience in ERP systems or manufacturing environments (especially engineer-to-order)

• Familiarity with financial workflows (AP/AR, integrations, reporting)
• Experience working with complex implementations or process-driven software
• Ability to navigate multi-stakeholder organizations
• Experience with CRM and Customer Success tools (e.g., HubSpot, Autotask)
• Valid passport to travel internationally

Key Traits for Success

• Proactive and highly organized
• Comfortable with ambiguity and problem-solving
• Commercially aware (understands ARR, renewals, expansion)
• Curious about how businesses operate
• Able to balance strategic thinking with hands-on execution

Work Environment

• This is a new fully remote role open to candidates in Canada who are legally eligible to work in Canada
• Employees are expected to provide and maintain an appropriate home office setup with a reliable internet connection.
  

Application Process

We do our best to ensure every application is reviewed by a real person. Because of the number of applications we receive and the needs of our day-to-day work, we may use AI tools to support our review process as needed.  Candidates selected to move forward will begin with a brief phone screening, followed by a video interview and/or a role-related technical assessment, depending on the position.

We sincerely appreciate the interest of all applicants; however, we are only accepting applications from candidates authorized to work and residing in Canada.  We are unable to support international applications or sponsorship for this role.