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Sodales Solutions
Sodales Solutions
51 – 200 Employees
ComplianceHR TechSaaS
Sodales Solutions develops AI-powered SaaS for employee and labor relations and workplace health and safety compliance. Its integrated platform brings together case management for grievances, arbitration, discipline, disability and accommodation, FMLA and EAP matters, workplace incidents, occupational health and safety, violence prevention, and joint health and safety committees. The company combines embedded industry knowledge with regulatory best practices and proactive risk intelligence, while connecting with HRIS and ERP systems including SAP, Oracle, Workday, and UKG. Sodales Solutions is designed for regulated environments across the public sector, healthcare, utilities, manufacturing, construction, and transportation, with an ERP-agnostic approach focused on streamlining compliance, managing risk, and supporting the employee experience.
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Customer Success Manager

Analyze customer health, churn, and support patterns to strengthen retention and growth. Work with Product, Engineering, and Support to improve customer outcomes.

CACanada
$75,000 – $90,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Track customer health, product usage, renewal metrics, and engagement trends.
  • Create dashboards and reports for customer success KPIs.
  • Flag at-risk customers and recommend proactive steps.
  • Assess churn, retention, and expansion opportunities.
  • Handle customer questions, product inquiries, and escalations.
  • Review support ticket trends to find recurring issues and process improvements.
  • Coordinate with Technical Support, Product, and Engineering to resolve customer concerns promptly.
  • Monitor support SLAs and response times to uphold service standards.
  • Help manage escalated cases and keep customers informed through resolution.
  • Record customer issues, feedback, and feature requests to inform product improvements.
  • Investigate support cases to identify root causes and preventive actions.
  • Work with Customer Success Managers to improve customer lifecycle management.
  • Contribute to onboarding, adoption, renewal, and customer advocacy efforts.
  • Monitor customer engagement and product usage.
  • Help shape customer success plans using data insights.
  • Share customer needs and trends with internal teams.
  • Contribute to process improvements that increase operational efficiency and improve customer experience.

Requirements

  • Degree in computer science, business management, or a related field.
  • At least five years of business analyst experience.
  • Familiarity with Agile, ASAP, and Design Thinking methodologies.
  • Strong problem-solving skills to identify improvement opportunities and suggest product roadmaps.
  • Ability to work independently and collaboratively as part of a team.
  • Knowledge of cross-platform integration.
  • Experience with SAP technologies is a plus.
  • Experience with full-lifecycle implementations.

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