Posted 18 days ago
Customer Success Manager
@ Sodales Solutions
Toronto, Ontario
Overview
Sodales Solutions is hiring a Customer Success Manager, a full-time role that analyzes customer health metrics, usage and renewal data to reduce churn and grow accounts. The work centres on data-driven recommendations, escalation handling and cross-functional coordination.
Responsibilities:
- Monitor customer health scores, usage and renewal metrics
- Build dashboards and reports on customer success KPIs
- Identify at-risk customers and recommend interventions
- Analyze support ticket trends and root causes
- Coordinate with Technical Support, Product and Engineering
Requirements summary:
- Degree in computer science or business management
- 5+ years of business analysis experience
- Familiarity with Agile, ASAP and Design Thinking
- Strong problem-solving skills
- Cross-platform integration knowledge
- SAP experience is a plus
Tools & skills
Source and dates
Employer career site / ATS feed · bamboohr
- Employer posting date
- 2026-10-19
- First seen by our source
- 2026-10-14
- Source record updated
- 2026-10-21
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Senior |
| Department | Customer service |
| Experience | 5+ years |
| Hours per week | 40 (estimated) |
| Work setting | Office |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Education | Bachelor’s degree (required) |
| Fields of study | Computer science, Business management |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Sodales Solutions
Saved company profile
Historical company information from a saved The Jobs API profile (LinkedIn/Crunchbase fields). It is not live-verified; figures may have changed. Missing values remain unknown.
Saving Employees. Saving Employers
Full company description
Sodales, the only single integrated AI-powered platform for proactive health, safety, employee, and labor relations HR leaders use Sodales to manage workplace safety and labour risks that drive absenteeism, employee activism, skilled-labour turnover, and costly delays in Return-To-Work and Return-To-Office mandates that impact productivity. Sodales centralizes compliance and keeps pace with evolving labour laws, policies, and union requirements, helping organizations avoid penalties, reduce disruptions, and keep operations running smoothly. ✅ Manage all Health & Safety in one place: Integrated Incident & Disability Management Job Accommodation Case Management Workplace Violence Prevention Occupational Health & Safety Medical Services (OHS) Proactive Risk Management Health & Safety FMLA Case Management Joint Health and Safety Committee (JHSC) Management EAP Case Management Environmental Safety ✅ Manage all Employee Relations & Labor Relations in one place: Grievances, Arbitration, Time Claims & CBA Management Discipline Management Union Job Bidding Complaint Management HR Case Management ✅ Access our AI Capabilities: Job Accommodation & Return-to-Work Program Generator. Real-time, concise, and audit-ready incident summary. Investigation summary and root cause suggestions. Summary of an employee's job accommodations. Job accommodation suggestions. Find and interpret policy information across multiple CBAs. Investigate cases in minutes by answering AI dynamically led questions. Our award-winning platform is an SAP Endorsed App built on SAP BTP. It can seamlessly integrate with any system, such as Workday, Dayforce, Oracle, and more, allowing you to plug and play in four weeks or less. Purpose-built for highly regulated industries, consistent and standardized processes ensure you’re always on the right side of compliance. When you put people at the heart of your business, you can support, protect, and empower them in even the most challenging work environment.
- LinkedIn followers
- 5,576
- People associated on LinkedIn
- 305
- Reported office locations
- 100 King Street West, Suite 5700, Toronto, Ontario M5X 1C7, CA
- 722 E Market St, 722 E Market St, Leesburg, Virginia 20176, US
- Business categories
- Information Technology
- Software
- SaaS
- Other recorded names
- Sodales Solutions
- Specialties
- SAP SuccessFactors Extensions
- SAP Endorsed App
- Health and Safety
- Employee Relations
- Labor Relations
- Union Labor Relations
- Incident Management
- Grirevance Management
- Union Job Bidding
- EHS
- FMLA
- Disability Management
- SAP Store
- OHS Medical
- Collective Bargaining Agreement Management
- Preventative Safety
- Discipline Management
- Time Claims
- Hazard and Risk Assessments
- Safety Lockouts
- HR Compliance
- Workday Integration
- Oracle Integration
- Dayforce Integration
- Employee complaints
- Safety Incident Management
- and OSHA reporting
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
Sodales, the only single integrated AI-powered platform for proactive health, safety, employee, and labor relations HR leaders use Sodales to manage workplace safety and labour risks that drive absenteeism, employee activism, skilled-labour turnover, and costly delays in Return-To-Work and Return-To-Office mandates that impact productivity. Sodales centralizes compliance and keeps pace with evolving labour laws…
| Field | Value |
|---|---|
| Industry | Embedded Software Products |
| Company size | 51-200 employees |
| Headquarters | Toronto, Ontario |
| Organization type | Privately Held |
| Specialties | SAP SuccessFactors ExtensionsSAP Endorsed AppHealth and SafetyEmployee RelationsLabor RelationsUnion Labor RelationsIncident ManagementGrirevance ManagementUnion Job BiddingEHS |
| Open jobs on Jobsy | 7 |
| View page |
Job Description
The Customer Success Manager plays a critical role in driving customer retention, satisfaction, and growth by leveraging data, insights, and cross-functional collaboration. This position is responsible for analyzing customer health metrics, identifying trends and risks, supporting customer success initiatives, and providing actionable recommendations that improve the customer experience and business outcomes.
Responsibilities
- Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends.
- Develop dashboards and reports to track customer success KPIs.
Identify at-risk customers and provide recommendations for proactive intervention. - Analyze churn, retention, and expansion opportunities.
- Serve as a point of contact for customer inquiries, product questions, and escalations.
- Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement.
- Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns.
- Track support SLAs and customer response times to maintain high service standards.
- Assist in managing escalated customer cases and provide proactive communication throughout the resolution process.
- Document customer-reported issues, feedback, and feature requests to support product enhancements.
- Conduct root-cause analysis of support cases and recommend preventative measures.
- Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management.
- Support onboarding, adoption, renewal, and customer advocacy initiatives.
- Track customer engagement and product utilization.
Assist in developing customer success strategies based on data-driven insights. - Communicate customer needs and trends to internal stakeholders
- Support process improvement initiatives that enhance operational efficiency and customer experience
Qualifications
• Degree in computer science or business management and related fields
• 5+ years of BA experience
• Familiar with Agile methodology, ASAP methodology and Design Thinking
• Having excellent problem-solving skills to identify improvement opportunities and suggest product road maps
• Ability to work as an individual contributor as well as a team player
• Requires cross platform integration knowledge
• Experience with SAP technologies is a plus
• Experience with full life-cycle implementations
Journal
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