Customer Success Manager

We are looking for a Customer Success Manager to join our growing team. This position is ideal for someone who is deeply customer-focused and takes pride in delivering exceptional client experiences. You are highly detail-oriented, proactive and organized, with a strong sense of ownership over your work and your accounts; you take pride in producing high-quality work and holding yourself to a high standard.

You are comfortable working independently and managing your own portfolio, while also contributing to a collaborative, close-knit team that values support, knowledge-sharing and camaraderie. You are a strong critical thinker who can connect the dots across client needs, data and business goals.

You bring a commercial mindset to your work. While this is not a quota-carrying role, you are confident identifying opportunities for account growth, asking the right questions and partnering with sales when needed. You can translate what you are hearing from clients into clear, compelling insights that support internal sales and marketing efforts. Our Customer Success team plays a key role in client delivery, product feedback and supporting the sales process. Market research experience is an asset but not required.

This role requires working Eastern Time Zone hours to support our client base. We have offices in Vancouver and Toronto and open to candidates based in both regions.

Reporting to the VP of Customer Success, you'll get the opportunity to work directly with clients on their projects and build a trusted advisor relationship 🤝

Who are we? 

When you join Rival Group, you’re not just accelerating your career, you’re also helping shape the future of customer insights and market research.

We’re a forward-thinking, results-driven organization obsessed with helping innovative brands get closer to their customers in a way that feels fresh, organic, and fun. Rival Technologies, the tech arm of our business, is the world’s best conversational research platform and one of Vancouver’s fastest-growing tech companies. 🚀 Reach3 Insights, our consulting side, is an award-winning 🏆 market research agency with offices in Chicago, Toronto, and Vancouver. Together, we’re helping brands like Coca-Cola, Kellogg’s, Dell Technologies, REVOLT TV, and Roblox get better insights they can use to deliver better products, create more impactful marketing campaigns, and improve the end-to-end customer experience.

Our customers LOVE our tech and services. We’re growing fast—and we’re inviting great people to join us on the ride 🎢

If making measurable, immediate impact while having fun sounds like your jam, then we invite you to apply! 👇

What You’ll Do:

• Own and manage a portfolio of client accounts, ensuring successful project delivery and strong client relationships.
• Identify and nurture opportunities for account growth and expansion.
• Translate client needs into clear project direction and actionable insights.
• Focus on program and project execution including quality assurance.
• Responsible for day-to-day project and client needs, with guidance from senior team members.
• Liaise with the sales team for a seamless client transition through onboarding.
• Act as main customer contact at the project level.
• Encourage product adoption and expansion.
• Keep project budget, timeline, and resources in-line with project plan and specifications.

What You'll Have:  

• 3+ years in an account manager or customer success role, preferably in a B2B SaaS environment.
• An undergraduate degree in a related field.
• Excellent communication skills, both written and verbal.
• A strong client-first mindset with a focus on delivering high-quality work and exceptional customer experience.
• Strong technical skills – you don’t need to know how to code but you do need to know your way around an Excel spreadsheet and be able to learn new technologies quickly.
• Strong problem-solving skills and the ability to work through ambiguity.
• Comfort and familiarity with AI tools (and an interest in growing your AI skills with the goal of creating efficiencies in your workday).
• A proactive approach to all types of tasks - you're eager to find new ways to solve problems and exceed expectations.
• Ability to remain composed and solution-focused during times of stress.
• A flexible style of communication that allows you to adapt depending on audience.
• A keen eye for detail and experience with project management.
• The ability to translate complex concepts into easy-to-follow written and verbal content.
• Market Research experience is preferred.

Why us for your next career adventure?  

💵 Fair compensation

We’re committed to pay equity/fair pay practices and closing the gender salary gap. 

• Pay range for this role: up to $95,000 CAD depending on experience

Our compensation package also includes:

• Stock options
• RRSP plan with employer matching
• Parental leave top-up

💆‍♂️ Flexibility and time off

• Hybrid working model and home office benefits
• 3 weeks of vacation to start.
• Toronto or Vancouver based

🩺 Health and wellness

• Health and dental plan
• Generous sick, personal, and mental health days
• $1,000 annual enhanced mental health benefits

🤝 A great place to work you can be proud of

According to a survey of our employees conducted by an independent agency:

• 91% of our people believe management practices are equal and impartial
• 86% have pride in their work and the organization
• 91% agree that their teammates are friendly, supportive and welcoming

Our values at Rival:

• Courage
• Results
• Energy
• Kinship

The not-so-fine-print 🧐

If you think you’re a good fit, please connect with us ASAP with your resume. You must be eligible to work in Canada to be considered for this role. We thank everyone for their interest; however, only successful applicants will be contacted.

If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion. Rival provides equal employment opportunities to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.

Rival is also committed to fostering a culture of belonging, which includes ensuring an accessible work environment and employment practices. If you require accommodation at any point in the selection process, please email peopleteam@rivalgroup.io

Finally, we know from time to time emergencies happen and you may need to reschedule an interview — we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility.

Please note given our security and compliance certifications, final applicants will be required to undergo a background check.

No recruiters and no phone calls, please!