Client Success Manager

ABOUT THIS JOB

We’re hiring a Client Success Manager to own a book of SMB and mid-market accounts end to end: onboarding, training, adoption, account management, and renewals. You’d take over roughly 80 accounts, from single-site operations with a handful of users to multi-site producers and manufacturers with dozens to low hundreds of users. Some need a touch once a year, some need you weekly. You’d also onboard new accounts in this range as they sign, running discovery, configuration (with our analysts), training, and go-live.

This is client-facing work at a SaaS company. You’d be the face of Provision to these accounts: keeping them healthy, finding where we can do more for them, and making sure the platform is actually used on the plant floor. If you’ve owned a book of external clients before and can show the training materials you’ve built, we should talk.

This role is based in Calgary, with 2 days per week in our office.

RESPONSIBILITIES

• Own a book of ~80 SMB and mid-market accounts: account health, a cadence that fits each tier, renewals, and expansion opportunities
• Onboard new accounts end to end: discovery, analyzing the client’s food safety documentation, coordinating configuration with our analysts, training, go-live, and early adoption
• Deliver training in the format each client needs (online, on-site, train-the-trainer) and build the materials behind it
• Run business reviews with larger accounts and stay close to adoption after go-live
• Handle day-to-day questions from your accounts, and route configuration and support work to the right teammate
• Help us formalize how we segment and service SMB and mid-market accounts as the book grows
• Travel to client locations, primarily within North America (up to 10%)

REQUIREMENTS

• 3+ years in client success, account management, or onboarding at a software company, serving external clients
• Proven ownership of a book of accounts, including renewals, retention, and expansion
• Experience training non-technical users and building the materials to do it; you can show examples
• Comfortable with data: intermediate to advanced Excel or equivalent, and able to make sense of a client’s paperwork and workflows
• Effective communication across a wide range of people, from farmers and plant supervisors to VPs of Operations
• Strong analytical and problem-solving skills; you look for the cause before you offer a fix
• A proactive, ownership-driven mindset; nobody hands you a task list here
• Based in Calgary

NICE TO HAVE

• Food safety or quality assurance background (HACCP, SQF, BRC, FSMA)
• Spanish or French
• Experience with multi-site rollouts or train-the-trainer programs

WORK ENVIRONMENT

• Work hybrid, flexing between home and our open-concept office (a historic brick loft in Inglewood with free parking)
• Take care of your health with medical, dental and health spending account benefits
• 15 vacation days
• Employee Stock Ownership Plan (ESOP) eligible based on performance
• Choose your device type (some of us are Mac people, some of us just want to PC)
• Have some fun getting to know your coworkers through company events and socials, both virtually and in person (you will likely learn to like darts, most of us are just as surprised about this as you may be)

ABOUT US

Provision is a food safety software platform dedicated to helping fresh produce operations streamline compliance documentation and leverage data insights to improve safety and quality outcomes. Since 2018, hundreds of global operations have embraced our solutions, earning us accolades like the AgSharks 2023 Audience Choice Award and the 2024 AgTech Breakthrough Award. Join us as we make food safer, daily.

We appreciate the interest of all candidates, however, only those selected for an interview will be contacted.