Customer Success Manager
We’re recruiting for a passionate and energetic Customer Success Manager to manage the successful onboarding and continued support of our customers on Realti, the leading conveyancing platform used by thousands of real estate professionals across Canada. You’re a great fit for this role if you love helping people, you are action-oriented, and you're a quick learner.
We’re a 100% Canadian owned company that prides itself in delivering some of the most robust applications available on the market today. This dynamic workplace delivers the innovations that set the standard for legal productivity applications.
Realti is the premier conveyancing platform for the Canadian legal community. Our cutting-edge, cloud-based technology is helping to revolutionize the law practice, with more than 10,000 lawyers across Canada already enjoying the benefits of our services. The LDD platform creates unprecedented connectivity to make the real estate transaction process easier for lenders, legal professionals, title insurers, and new-home builders.
About the job
As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes while using our products/services. You will be the primary point of contact for our customers, responsible for building strong relationships, understanding their needs, and driving adoption and retention. You will be responsible for training customers on our applications and for training the trainer on our US offerings.
You’re a great fit for this role if you are:
A strong communicator (oral and written) and you are comfortable communicating with others on a variety of platforms.
Comfortable working in a fast-paced, results-driven environment.
Passionate about helping people and strive to understand the perspective of others.
Thrive in a collaborative work environment and enjoy working with colleagues from a variety of functional areas, including sales, product and design.
Have prior experience supporting a SaaS application (although not required).
Have prior working experience in the Canadian real estate industry (required).
Key Responsibilities:
Customer Relationship Management: Develop and maintain strong relationships with assigned customers, understanding their goals and challenges.
Onboarding & Training: Guide new customers through the onboarding process, ensuring they understand how to use our products effectively. Train the trainer.
Account Management: Monitor customer usage and engagement metrics to identify opportunities for upselling or addressing issues.
Advocacy: Act as the voice of the customer within the company, providing feedback to teams on product improvements and feature requests.
Retention: Drive customer transactions by ensuring satisfaction and value from our offerings, identifying risks, and implementing strategies to mitigate churn.
Support: Collaborate with the support team to resolve customer issues promptly and efficiently.
Reporting & Analysis: Provide regular updates and reports to management on customer health, engagement, and success metrics.
Requirements:
Minimum of 3 years of experience in conveyancing, real estate law, title insurance, or similar.
In-depth knowledge of the Ontario real estate closing process is an asset.
Strong verbal/written communication skills; comfortable supporting customers over video calls.
Must have a car and valid Driver’s License.
At LDD we have a strong belief in equity, diversity and inclusion and are committed to building and fostering an environment where our employees feel included, valued, and heard.
Job Type: Full-time, Permanent
Pay: $55,000.00 - $65,000.00 per year
Additional pay: Bonus
Benefits: vacation, extended health care, dental, vision, and life insurance
Schedule: Monday to Friday
Experience: 3 years
Work Location: This position is in Toronto. However, must be willing to travel to visit customers. Occasional US travel may be required.