The Opportunity
We’re looking for a Customer Success & Growth Lead to support our post‑sale relationships with B2B customers and business partners, actively listen for operational and quality issues, and help grow the account value through trusted relationship building. This role is explicitly not a sales quota position - it focuses on delivery, quality, retention, and customer satisfaction. Sales and outreach are handled by a different department.
You will be the primary point of contact for assigned strategic accounts, capturing and communicating customer needs into coordinated actions across R&D, production, QA, supply chain and logistics to ensure on‑time, compliant delivery and long‑term value.
Your Role in Our Success
- Manage a portfolio of strategic customers (primarily animal wellness brands) to drive retention, satisfaction and account growth through service and delivery excellence.
- Act as the customer advocate: collect needs, provide timely updates and proactively help triage and resolve issues.
- Coordinate with internal departments (R&D, production, QC, logistics, supply chain) to ensure on‑time, compliant delivery and to escalate/resolve quality or operational issues.
- Build account plans focused on retention, operational improvements and product adoption; support upsell/cross-sell opportunities in partnership with Business Development (BD).
- Support technical customer engagements: product training, application support, troubleshooting, and alignment of specifications with R&D/QA.
- Track account performance and customer health metrics; present status, risks and opportunities to leadership.
- Capture customer feedback and drive product/process improvements with internal teams.
- Represent CanBiocin at customer site visits, industry events and partner meetings on an as needed basis
Key outcomes / KPIs
- Customer retention and satisfaction (NPS / customer health scores) for assigned accounts.
- Successful resolution of delivery and quality incidents and reduction in repeat issues/incidents.
- Timely execution of account plans and contract renewals (in coordination with BD and the CEO).
- Number of implemented service/process improvements that reduce friction and improve on‑time delivery.
- Growth in account value achieved via improved service and product adoption (handled jointly with BD and CEO).
What Makes You a Great Fit
- Driver's License and access to a personal vehicle (travel costs will be reimbursed).
- 2-3+ years in account management, customer success, customer service or a similar role, preferably in animal/pet health, manufacturing, feed, Agri, biotech or a regulated CPG environment.
- Proven track record managing strategic customers and achieving retention and satisfaction targets.
- Strong project coordination skills and experience working cross‑functionally with R&D, production, QA and supply chain.
- Excellent verbal and written communication; comfortable presenting to technical and executive stakeholders.
- Practical problem‑solving and negotiation skills (for service and operational resolution).
- Comfortable with travel and hands‑on customer engagement.
- Familiarity with CRM tools (e.g., HubSpot, Salesforce) and MS Office (Excel, PowerPoint). Training will be provided if needed.
Preferred (but not required)
- Background in life sciences, microbiology, animal nutrition, manufacturing, product development, product support or similar.
- Experience with GMP, ISO or regulated manufacturing environments.
- Experience working with international customers or regulatory pathways is an advantage.
Why Join CanBiocin?
- Work at the intersection of science and real‑world impact - improving animal and ecosystem health.
- Small, collaborative team with direct access to leadership and the opportunity to shape commercial and operational strategy.
- Competitive compensation and benefits, travel reimbursement, and opportunities for professional development.
- Cross‑functional exposure across R&D, manufacturing and commercial teams.
Strength in Diversity
We value diversity and believe that a variety of perspectives strengthens our team. Even if you don’t meet every qualification listed, we encourage you to apply—your unique skills and experiences could make you the perfect fit for this role!
The Team Behind the Mission
At CanBiocin Inc., we specialize in the development and manufacturing of species-specific probiotics aimed at promoting microbiome wellness for companion animals and livestock. Since our founding in 1998, our mission has been to enhance animal health through innovative solutions. Headquartered in Edmonton, Alberta, with operations across North America and internationally, CanBiocin is committed to driving growth and innovation in the animal health sector. Our mission is rooted in innovation, excellence, and a strong alignment with our core values:
- Don’t Assume
- Do Your Best
- Be Impeccable with Your Word
- Don’t Take It Personally
- Be a Professional
- Have Fun!
Job Type: Full-time
Pay: $56,000.00-$60,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Mileage reimbursement
- On-site parking
- Paid time off
Ability to commute/relocate:
- Edmonton, AB T6H 2V8: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer relationship management: 2 years (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
