Customer Success Manager
Job in
Waterloo, Kitchener, Ontario, Canada
Listing for:
Insurance & Mobility Solutions
Full Time
position
Listed on 2026-03-06
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, HelpDesk/Support
-
Business
Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
Location: WaterlooCompany Overview
IMS is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed, cloud-based connected car platform. From insurers and governments to dealerships and everyday drivers, we’re proud to produce technology that makes driving - Safer. Smarter. Greener.
Job Description
As a Customer Success Manager (CSM) at IMS, you will own the customer relationship across North America, ensuring clients maximize the value of our solutions. You will guide customers through onboarding, drive adoption, and act as a strategic advisor to help them achieve their business objectives.
This role is best suited for a proactive problem-solver who enjoys working in a fast-paced, data-driven environment, collaborating cross-functionally, and delivering an outstanding customer experience.
Key Responsibilities
Customer Success & Retention
Serve as the primary point of contact for North American customers, ensuring high customer satisfaction, engagement, and retention.Develop tailored success plans that align IMS solutions with customer business goals.Monitor customer health metrics and proactively address risks to improve retention.Lead customer onboarding and training, ensuring seamless implementation and adoption of IMS solutions.Regularly conduct Quarterly Business Reviews (QBRs) and strategic check-ins to provide insights and drive value.Product Adoption & Support
Educate customers on best practices, new features, and product enhancements.Work closely with customers to optimize the use of IMS solutions, ensuring alignment with their operational needs.Identify and resolve workflow inefficiencies, helping customers achieve better outcomes.Act as a trusted advisor, translating complex data insights into actionable recommendations.Cross-Functional Collaboration
Partner with engineering, IT operations, and product teams to resolve technical issues and improve user experience.Work alongside sales and account management teams to support renewals and contract expansions.Provide structured feedback to product development, ensuring customer needs are reflected in roadmap planning.Collaborate with marketing to develop case studies, success stories, and customer advocacy initiatives.Strategic Growth & Expansion
Identify opportunities for service expansion, upselling and cross-selling IMS solutions where appropriate.Assist customers in integrating IMS data into their internal risk assessment, pricing, and claims processes.Support the sales team with contract renewals, ensuring a smooth continuation of service.Develop and refine customer engagement strategies, leveraging insights to drive customer success.Data & Insights
Analyze customer usage patterns, identifying trends and opportunities for improvement.Monitor key performance indicators (KPIs) for each customer, ensuring they meet their business objectives.Present data-driven insights to internal stakeholders and customers, driving measurable improvements.Key Requirements
We know you will have a wide skill set, but to thrive in this role, we think you will need:
+ years of experience in customer success, account management, or client-facing roles in a SaaS, telematics, or mobility solutions company.Proven ability to manage enterprise-level clients, ensuring high retention and satisfaction.Strong understanding of telematics, mobility solutions, connected car technology, or insurance technology.Experience with customer onboarding, training, and strategic account planning.Ability to analyze customer data, identify trends, and provide actionable insightsStrong problem-solving and critical thinking skills.Excellent communication, relationship-building, and presentation skills.A proactive, self-starter attitude with a passion for customer success and business growth.Please note that due to the nature of this role, travel may be required both to office locations and/or client sites. A full driver's license is required.
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