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Added 31 mins ago
RB
Client Advisor
Royal Bank of Canada
NS · INVERNESS, Nova Scotia
- Full-time
This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday…
Added 2 hours ago
BS
Lead ERP Consultant – Finance (CPA)
Blue Sky Consulting
AB · Alberta, Canada
- Full-time
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Added 3 hours ago
UO
Senior Director, Information Technology
University of Waterloo
Waterloo, ON · Carl A. Pollock Hall
- Full-time
…ensuring the delivery of reliable, secure, innovative, and client-focused technology solutions. The role is responsible for establishing a service-oriented culture grounded in continuous…
Added 4 hours ago
CP
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- Full-time
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Added 4 hours ago
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- Full-time
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Added 4 hours ago
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Added 5 hours ago
RB
Client Advisor
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Prince George, BC
- Full-time
This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday…
Added 5 hours ago
GO
Senior Communications Advisor
Government of Yukon
Whitehorse, YT
- Full-time
Added 5 hours ago
FF
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Kitchener, ON
- $52,000 to $55,000 CAD / year
…Account Manager that serves as the primary point of contact for a client throughout the lifecycle of their projects, ensuring their needs are met while maintaining profitability and…
Added 6 hours ago
WL
Human Resources Business Partner
Wainbee Limited
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- Full-time
Are you an experienced Human Resources Advisor or Coordinator ready for your next challenge? Do you enjoy supporting managers, finding practical solutions, and making a meaningful impact on…
Added 6 hours ago
J
Senior Engagement Manager
Jobgether
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- Full-time
…seamless customer experiences. You will serve as a trusted advisor to executive stakeholders, translating complex data and risk insights into actionable business strategies. Working across…
Added 6 hours ago
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Senior Enterprise Architecture Consultant – Enterprise Modernization
CGI
Vancouver, BC
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Added 6 hours ago
BF
HSE Coordinator (contract)
Bauer Foundations
Burnaby, BC
- $35 to $45 CAD / hour
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Develop good working relationships with the client and ensure that the values held by client are communicated to all BFCA staff on site;
Added 6 hours ago
Sales Advisor Key Holder
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Pointe-Claire, QC
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Added 6 hours ago
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Data Engineer, Temporary
Aviso Wealth
Remote, Canada
- Temporary
- Remote
Service – You put your clients’ needs first. You advocate service excellence, and work to deliver client-centric solutions, and proactively develop strategic partnerships that allow Aviso…
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Data Engineer, Temporary
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Added 7 hours ago
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Everyday Banking Advisor, Picture Butte (18 Months Term)
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Ready to Make a Real Difference? Join ATB as an Everyday Banking Advisor!
Added 7 hours ago
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Senior Wealth Advisor
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Edmonton, AB · Fort Saskatchewan, AB · Leduc, AB · Sherwood Park, AB · Spruce Grove, AB · St. Albert, AB
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Added 7 hours ago
TU
Advisor, Communication Operations
The University of British Columbia
Vancouver, BC
- $7,158.42 to $10,292.25 CAD / month
- Full-time
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Added 7 hours ago
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Added 8 hours ago
RD
Associate
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Manage daily trading operations, including the accurate and timely execution of trades as directed by the Advisor.
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FC
Mandarin/Cantonese/English Banking Advisor
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Vancouver, BC
- Full-time
As a Banking Advisor, you'll be the first point of contact for customers calling for support with their banking needs. You'll handle approximately 40-60 inbound calls daily while providing…
Added 8 hours ago
FC
Mandarin/Cantonese/English Banking Advisor
Frontline Consulting Services (FCS) Inc
Mississauga, ON
- Full-time
As a Banking Advisor, you'll be the first point of contact for customers calling for support with their banking needs. You'll handle approximately 40-60 inbound calls daily while providing…

DistillerSR Inc.

Customer Success Manager

Remote, Canada

Remote

Apply About employer

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Job details

Workplace: Remote
Experience: Minimum 3 to 5 years applicable work experience.
Posting language: English
Posted: Oct 20, 2026

Original job description

About us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world’s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market.

At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.

Scope of the Role:

The Customer Success Manager drives customer engagement and retention. CSMs advise and guide our customers as they map their business needs to the capabilities of DistillerSR, with the goal of ensuring customers adopt the DistillerSR platform deeply and derive the best value from their DistillerSR subscriptions and services. CSMs collaborate cross-functionally with other DistillerSR departments to identify opportunities and risk, and to develop recommendations and solutions.

Duties & Responsibilities:

Relationships & Engagement

Build and maintain strong relationships with customers to drive long-term customer success and value.
Engage with customers regularly, promoting and measuring customers’ engagement with the platform as a lever to account retention.
Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.
Align actions and decisions with DistillerSR’s core organizational values to foster a culture of customer excellence.

Consultation

Promote customer satisfaction through application of product knowledge and technical expertise.
Recommend best-practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.
Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
Participate in client requirements-gathering workshops, documenting feedback.
Advocate with DSR internal stakeholders for customer needs in product evolution.

Adoption, Retention, and Expansion

Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
Monitor customer usage data and act upon it to resolve product use inefficiencies.
Identify opportunities to increase product usage.
Proactively identify at-risk customers. Develop and implement retention plans, maintaining internal visibility through regular updates.
Supplement the first line of support when necessary, helping customers resolve issues.
Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.
Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.

Continuous Improvement

Participate in continuous improvement initiatives as required and assist with drafting service-related policies, procedures, and work instructions.

Key Contacts

Frequent interaction with assigned customers and target clients, including leadership and individual contributors, with both business and technical roles.
Collaborates closely with all members of Customer Success, Sales, Global Support, Professional Services, Marketing, and Product Management teams.
Regular interaction with all departments and groups within DistillerSR as well as contact with external clients and vendors.

Travel

Occasional travel may be required.

Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable consultations with personnel will be made, if possible, under business conditions.

Required Qualifications:

Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
Minimum 3 to 5 years applicable work experience.
Experience in working with customers to implement web-based applications.
Strong communicator, attentive listener, adept relationship-builder with a positive attitude, confidence, tenacity, and trustworthiness.
Ability to present and communicate complex qualitative information/data in an easily understood format.
Excellent analytical, organizational and problem-solving skills with strong attention to detail.
An outstanding ability to understand customer needs and tailor communications to those needs.
Independent: Problem solver, proactive, thinks on their feet.
Ability to establish positive relationships and become a trusted advisor.
Experience defining and documenting business processes and transaction flows.
Excellent interpersonal, communication (verbal and written) and presentation skills.
Oversee multiple accounts, projects, deadlines, and milestones.
Technically minded, with well-developed computer skills, and a working knowledge of the Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail.

Preferred Qualifications:

Previous work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agencies
Experience in a regulated industry
Previous experience in software sales
Experience in research projects or systematic reviews
Experience using DistillerSR products
Background in life sciences, library sciences or bio sciences

Compensation

For candidates based in Canada, the expected OTE range is $65,191–$94,300 CAD.

Compensation is determined based on factors such as experience, skills, and overall fit for the role. If you’re excited about the opportunity but the listed salary range doesn’t fully align with your expectations, we still encourage you to apply. We’re open to discussing a competitive package that reflects your background and expertise.

We're a dynamic and innovative B2B SasS firm who leads in our market and we're looking for agile, growth-minded individuals who want to join and make a positive impact doing purposeful work. We offer:

Flexible work hours and work arrangements
Benefits coverage from Day One
Annual winter holiday shutdown
Three weeks vacation
Wellness reimbursement
Professional development support
Career growth opportunities
Great culture working in the heart of the Kanata North Tech Park

As part of our recruitment process, we may utilize artificial intelligence tools to support or assist the review of applications. These tools may help us identify candidates whose qualifications best match job requirements.

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.

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More about this job

Responsibilities

The Customer Success Manager drives customer engagement, retention, and adoption of the DistillerSR platform by building strong relationships and providing strategic guidance. They collaborate cross-functionally to identify opportunities, resolve product usage inefficiencies, and advocate for customer needs internally.

Requirements

Candidates must have a Bachelor's degree and 3 to 5 years of relevant work experience, preferably in a regulated industry or with web-based applications. Strong communication, analytical, and problem-solving skills are essential for this role.

Skills

Customer success
Relationship management
Account retention
Technical expertise
Data analysis
Problem solving
Communication
Presentation skills
Onboarding
Strategic planning
Product demonstration
Microsoft Office
Google Workspace
Change management

Benefits

Flexible work hours
Benefits coverage from Day One
Annual winter holiday shutdown
Three weeks vacation
Wellness reimbursement
Professional development support
Career growth opportunities

Visa sponsorship

Not detected in the job text

Keywords

Customer Success Manager
SaaS
B2B
Medical device
Pharmaceutical
Workflow automation
Evidence management
Literature review
ROI
Account management
Product adoption
Customer retention
RFP
Life sciences
Library sciences
Bio sciences
Regulated industry
Software sales
Systematic reviews
Kanata North Tech Park

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