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Symplicity
Symplicity
51 – 200 Employees
H1B Visa SponsorEducationRecruitmentSaaS
Symplicity develops SaaS platforms for higher education institutions, helping universities improve student engagement, career readiness, employability, disability services, wellbeing, and conduct management. Its products, including CareerHub, Symplicity Advocate, and UniHub, support campus teams with streamlined workflows while giving students access to guidance, resources, and connections that can help them build relevant skills and pursue career opportunities. With a focus on education and recruitment technology, Symplicity works with universities worldwide to strengthen the student experience from campus support through the transition into employment.
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Client Success Manager – Canada (Remote)

Guide post-secondary institutions in adopting, optimizing, and gaining measurable value from Symplicity and Orbis software. The role combines strategic client advising, onboarding support, product guidance, and customer relationship management.

CACanadaRemoteFull-timeMiddleSeniorEnglish RequiredFrench RequiredCustomer SuccessCustomer Success Manager

Description

  • Build trusted relationships with clients across the full customer lifecycle
  • Advise clients on goals, KPIs, and measurable outcomes using Symplicity and Orbis solutions
  • Support product onboarding, implementation, adoption, and optimization
  • Lead discovery workshops and client meetings to understand workflows, challenges, goals, and requirements
  • Turn business requirements into practical recommendations aligned with available solution capabilities
  • Provide frontline guidance on product questions, workflow challenges, and support needs
  • Help clients use new features, functionality, and established best practices
  • Explain technical concepts clearly to non-technical stakeholders
  • Partner with Product, Development, Support, Implementation, and other internal teams on customer feedback and requirements
  • Recommend improvements to product usability, functionality, adoption, and the overall customer experience
  • Spot client risk early and create strategies to improve engagement and satisfaction
  • Identify expansion opportunities and coordinate with Account Executives on upsell and cross-sell efforts
  • Create customer success stories, case studies, references, and advocacy programs
  • Promote engagement through webinars, roadshows, training, community activities, and feedback sessions
  • Strengthen knowledge bases, customer resources, training content, and support documentation
  • Contribute to the development of a customer community
  • Coordinate with Billing to address billing, invoice, and sales quote concerns
  • Keep clients and internal stakeholders informed through consistent, proactive communication
  • Set priorities independently while improving processes and customer outcomes
  • Travel periodically for client meetings, onsite training, conferences, and related business activities
  • Complete additional duties as assigned

Requirements

  • Bachelor’s degree, college diploma, or comparable professional experience
  • Background in Customer Success, Client Management, Account Management, Product Support, Implementation, Onboarding, or a comparable customer-facing function
  • Software or SaaS experience is strongly preferred
  • Experience with post-secondary institutions, universities, colleges, or higher education is a significant advantage
  • Strong digital literacy and the ability to learn new technologies and software platforms
  • Ability to interpret data, workflows, and technology in the context of business and customer processes
  • Ability to explain technical concepts to non-technical audiences
  • Strong analytical and problem-solving abilities
  • Excellent written and verbal communication
  • Proven relationship-building and interpersonal skills
  • Customer-centered approach
  • Highly organized, detail-conscious, self-directed, and capable of balancing competing priorities
  • Collaborative and adaptable approach to cross-functional work
  • Ability to work independently while contributing effectively to a team
  • Comfort working in a fast-paced setting and meeting deadlines
  • Willingness to travel periodically for client meetings, training, and conferences
  • Experience with databases, data analysis, SaaS platforms, or other technology solutions is an advantage
  • Professional fluency in English and French

Benefits

  • Collaborative and supportive work environment
  • Initiatives focused on employee wellbeing
  • Opportunities for professional development
  • Ways to participate in the community
  • Opportunities for team connection and engagement
  • Choice of remote work or working from the Hamilton office
  • Opportunities for in-person collaboration and team engagement

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