Customer Success Manager

The Role:
We are seeking an experienced Strategic Customer Success Manager to join our growing NAMER team. Based in either Canada or Charlotte NC, you will manage a portfolio of our highest-value, most strategic accounts, working as a trusted advisor to ensure long-term success, maximize customer value, and drive business growth. This is a senior-level role for someone passionate about customer advocacy, strategic partnership, and navigating complex enterprise environments.
Responsibilities:
Strategic Customer Management

• Own and grow a portfolio of high-value enterprise customers across the NAMER region.
• Develop deep relationships with executive stakeholders, aligning our solutions to their strategic goals.
• Lead strategic account planning, adoption strategy, and value realization initiatives.
• Drive successful renewals, expansions, and customer advocacy (case studies, references).
• Act as a point of escalation for any critical issues, ensuring swift and satisfactory resolutions.

Value Delivery and Adoption

• Deliver tailored success plans based on customer objectives, industry best practices, and solution expertise.
• Conduct regular Executive Business Reviews (EBRs) and strategy sessions.
• Identify opportunities for cross-sell, upsell, and further solution adoption based on customer needs.
• Actively track product usage, adoption health, and engagement metrics to proactively mitigate risks.

Cross-functional Collaboration

• Partner closely with Sales, Product Management, Professional Services, and Support to deliver cohesive customer experiences.
• Provide feedback from strategic accounts to influence product direction and innovation.
• Represent the voice of the customer internally, advocating for their needs and success.

Thought Leadership & Continuous Improvement

• Serve as a thought partner and trusted advisor to customers, delivering industry insights and strategic recommendations.
• Contribute to the development of Customer Success best practices, tools, and playbooks.
• Mentor team members and contribute to the overall maturity of the Customer Success organization.

Qualifications:

• 6+ years of experience in Customer Success, Strategic Account Management, Consulting, or similar customer-facing roles.
• Proven track record managing complex, high-value enterprise customers ($50K+ ARR preferred).
• Strong business acumen and ability to engage and influence C-level executives.
• Deep understanding of SaaS business models, customer lifecycle management, and success planning.
• Exceptional communication, negotiation, and problem-solving skills.
• Strategic thinker who can see the bigger picture while managing day-to-day account activities.
• Fluent in English; additional languages are a plus.
• Based in Canada or Charlotte NC and able to travel occasionally within the NAMER region (as needed).

Company Description:
Apryse is the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
We are also a fast-growing company, chosen as one of Canada's Top Small & Medium Employers of 2022 by Mediacorp Canada Inc and selected among Canada's best employers for recent graduates with its addition to the 2022 Career Directory.
Since having secured a $95M strategic growth investment in 2019, we have grown from approximately 50 employees to over 370, made eleven acquisitions, and in 2021, Thoma Bravo, the top private investment firm in the world for software, came on board with another strategic growth investment.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Internally, we foster an atmosphere of opportunity, growth, and success for every individual amidst an exciting and challenging entrepreneurial culture. Career progression is based on merit, not tenure. Every member of our vibrant team is empowered to be a contributor, innovator, and successful leader.
Ready to join our team?
If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now.
Please note that due to the high volume of applications received, only short-listed candidates will be contacted.
We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion.
Thank you for your interest in Apryse!