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Zappix

Customer Success Manager

Success, SK, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Oct 31, 2026
Experience: 3-5 years of work experience
Posting language: English
Posted: Aug 7, 2026

Original job description

Come join Zappix in Burlington MA and be part of a group that is creating amazing new technology. With high-profile customers, Zappix is changing how people are using their mobile phones by bringing On-Demand Visual Self-Service Solutions to the market.

Zappix is a privately held software company with a cool, innovative, and sophisticated cloud-based technology that transforms the Customer Service Experience by providing digital self-service solutions to improve customer satisfaction, increase Self-Service rates, and reduce costs.

The company utilizes cutting-edge cloud-based technology, including automation (RPA), Actionable Analytics, IVA and bots, Big Data, and more.

We’re looking for a customer-facing Customer Success Manager (CSM) who enjoys talking to customers, understanding their needs, and solving problems. This position is for someone who loves to create new solutions and resolve customer problems.

Customer Success Manager is a key part of our Customer Success organization. The CSM is the trusted advisor who will manage all aspects of the customer lifecycle. From deployment and product adoption to alignment with the customers’ long-term goals for their Zappix service. The role combines pre-launch project management responsibility with post-launch customer management – consulting with clients to help them utilize our state-of-the-art solutions for their best success and ongoing relationship management.

Pre-Sales Stage

Provide support during the pre-sales such as assessing needs, planning, staffing, risk management
Lead or Contribute to statement of work content definition for the project, based on our SOW standards

Implementation Stage

Create and manage a project plan and scope throughout the lifecycle of the project.
Works closely with the engineering team and professional services team on the delivery of the functionality that is committed.
In charge of project P&L: Drive all associated activities & resources to guarantee the committed quality, margin, and scheduling criteria.
Document and share the lessons learned during the project closure phase.
Share project management experience with other members of the team

Post-Launch Stage

Educate customers on the use and benefits of our solutions, and engage additional stakeholders directly or indirectly to increase stickiness.
Develop and maintain long-term relationships with stakeholders within assigned accounts.
CSM will conduct ongoing account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate new feature releases.
Collaborate with the Sales team on account strategy and identify opportunities for them to sell products and services within accounts.
Plan and conduct onboarding and training for new and existing customers.
CSM will closely manage and nurture accounts to identify and eliminate risk attribution.
Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimization.
Customer Success Manager will analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.
3-5 years of work experience
Strong communication skills – ability to speak and lead in a consultative manner
Good interpersonal skills to work with internal and external stakeholders to deliver the project.
A minimum of 3 years leading customer-facing projects related to the delivery of enterprise software applications.
Demonstrate expertise in project management knowledge (Scope/Quality/Costs/ Scheduling/Risks)
Experience in drafting statements of work.
HTML5 and CSS knowledge is an advantage, but not mandatory
Full-time
Competitive package
Full medical insurance
Location: Greater Boston, Massachusetts
401K

In addition to this form, please email a resume to jobs@zappix.com to complete your application

Zappix is a privately held software company with a cool, innovative, and sophisticated cloud-based smartphone technology that transforms the Customer Care Experience by providing a digital self-service solution that improves Customer Satisfaction, increases Self-Service Rates and reduces Costs. The company utilizes cutting edge cloud-based technology, including automation (RPA), Actionable Analytics, NLP, Chatbots, Big Data and more.

© 2026 Zappix, Inc. All Rights Reserved.

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More about this job

Responsibilities

Manage the customer lifecycle from pre-sales planning and software implementation through post-launch adoption, training, and ongoing account management. Coordinate delivery teams and project resources, monitor project scope, quality, costs, and schedules, and work with customers and Sales to improve outcomes and identify account growth opportunities.

Requirements

Requires 3–5 years of experience, including at least 3 years leading customer-facing projects involving enterprise software delivery. Candidates should have strong consultative communication and interpersonal skills, project management expertise across scope, quality, costs, scheduling, and risks, and experience drafting statements of work; HTML5 and CSS knowledge is an advantage.

Skills

Customer Success Management
Project Management
Enterprise Software Implementation
Consultative Communication
Stakeholder Management
Scope Management
Quality Management
Cost Management
Scheduling
Risk Management
Statement Of Work Drafting
Customer Onboarding
Customer Training
Account Growth
HTML5 And CSS

Benefits

Medical Insurance
401K

Visa sponsorship

Not detected in the job text

Keywords

Customer Success
Customer Lifecycle
Enterprise Software
Cloud-Based Technology
Project Management
Pre-Sales
Statement Of Work
Software Implementation
Project Scope
Project P&L
Quality Management
Margin Management
Scheduling
Risk Management
Customer Onboarding
Customer Training
Product Adoption
Account Management
Stakeholder Engagement
Account Strategy
Customer Retention
Actionable Analytics
Robotic Process Automation
Intelligent Virtual Assistants
Natural Language Processing
Chatbots
Big Data
HTML5
CSS

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