(Remote) Customer Success Manager

SilverBlaze, a division of Harris; is seeking a Customer Service Manager who serves as the primary day\-to\-day liaison and trusted advisor to customers. As the central point of accountability for the customer experience, the CSM owns ongoing relationships with key operational stakeholders, coordinates support and CS led service activities, and serves as the escalation point that drives issues to resolution. The CSM will have a deep understanding of each customer's configuration and how they use Silverblaze software, to ensure the software capabilities remain aligned with customer goals \- driving adoption, surfacing risk, and identifying opportunities for expansion. This role balances relationship management, operational discipline, and strategic thinking, with a dedicated focus on customer outcomes. **This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 50%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Preference will be given to candidates who can work in EST timezone.** **Salary:** **70K \- 80K** **AI \& Innovation Mindset** We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards. **What your impact will be:** **Customer Relationships \& Communication** * Build and maintain strong, trusted relationships with key operational stakeholders. * Serve as the primary day\-to\-day liaison and go\-to resource for Silverblaze customers ensuring customer needs are met. * Develop a deep understanding of each customer's software configuration, business workflow, and goals to align Silverblaze's capabilities with their needs. * Organize and lead support ticket review calls with customers as needed, ensuring customer expectations are met. * Conduct onsite customer visits as needed to strengthen relationships and address key issues. **Account Health, Adoption \& Growth** * Monitor account health including customer sentiment, usage trends, and operational performance to proactively identify and mitigate risks and share those findings across departments. * Drive adoption of Silverblaze solutions by identifying gaps and recommending actions to increase value realization. * Evaluate, quantify, and report on customer satisfaction, and take corrective action on any issues causing dissatisfaction. * Identify oppo