Customer Success Manager
About Us
TelemetryOS is a SaaS platform that turns screens into smart, connected experiences; from digital menu boards and wayfinding kiosks to interactive displays and real-time dashboards. Our platform connects to sensors, live data feeds, and real-world events so screens respond intelligently to what's happening around them. With AI-native development tools, teams can build and launch custom screen applications faster and more cost-effectively than ever before, all managed from a single platform across any number of locations.
Location: Vancouver, BC (Hybrid) close to Olympic Village (False Creek)
Our Culture
We embrace a startup mindset: agile, communicative, and collaborative. You'll learn fast, and have your voice heard. We move quickly, learn from mistakes, and genuinely enjoy working together.
Your Role
We're hiring a Customer Success Manager who leads with support. This role is the frontline of the customer experience: you're the first person customers hear from when something goes wrong, and the reason they stay when their renewal comes around.
You'll own a portfolio of accounts from onboarding through renewal, but day-to-day, your priority is making sure customers get fast, clear, and professional responses to their questions and issues. You're someone who already uses AI tools to work smarter, takes pride in well-written communication, and genuinely enjoys talking to customers.If you're energized by solving problems, keeping inboxes clean, and building relationships, this role was written for you.
What You'll Do
Customer Support
- Respond to inbound support tickets and troubleshooting inquiries via Intercom promptly and professionally, treating response time as a key metric you own.
- Troubleshoot technical issues with customers over email and on live calls, walking them through problems clearly and confidently.
- Train and maintain Fin, Intercom's AI agent, to handle first-level support accurately: writing resolution content, reviewing AI performance, and continuously improving the knowledge base.
- Identify documentation gaps and build guides, troubleshooting flows, and training resources to reduce repeat tickets.
Account Management
- Own a portfolio of accounts with a proactive approach: regular check-ins, health scoring, milestone reviews, and structured quarterly business reveiws.
- Guide customers through a defined success path from onboarding to full adoption, catching risk signals before they become churn.
- Assist with contract drafting and manage customer renewals from first conversation through signature.
- Track all account activity, pipeline health, and renewal forecasts.
Technical Troubleshooting
- Build genuine product depth across the TelemetryOS platform so you can diagnose issues with confidence, not just escalate them.
- Understand the full customer onboarding stack.
What You Bring
- Experience in customer support, customer success, or account management.
- Comfortable on customer calls, you can walk someone through a technical issue without making it feel technical.
- Strong written communication skills: clear, warm, and professional without being stiff.
- A proactive approach to relationships. You follow up before customers have to ask twice.
- Genuine curiosity about AI tools. You've already started using them and want to go further.
- Familiarity with Intercom or similar support platforms is a plus; CRM experience (Pipedrive or similar) is a bonus.
- A university or college degree is a plus, but not required.
- Past experience working in the customer service or hospitality industry a plus.
Company Perks
- Health and benefits
- Casual dress code
- Hybrid (Minimum of 3 work from office days)
Pay: CA$60,000 – CA$80,000 per year commensurate with experience.
Pay: $60,000.00-$80,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Discounted or free food
- Extended health care
- Paid time off
- Vision care
- Work from home
Work Location: In person
