Open Point

Role Description The Customer Success Manager, Renewals owns the operational and commercial execution of NA renewals end to end. For CSM-led accounts, the CSM owns the customer relationship and risk and agrees the renewal approach and uplift with the customer; the Customer Success Manager, Renewals then creates the contract, drives it to close, and serves as the main point of contact for procurement. For single-project and lower-touch accounts, the Customer Success Manager, Renewals can own the full renewal independently, from setting the amount through to close. - Own the renewal contract lifecycle from CSM handover through to signature. - Build the contract from the agreed terms and uplift, and chase it through close. - Independently manage renewals for single-project and lower-touch accounts end to end. - Set the renewal amount, initiate customer outreach, and close without CSM involvement. - Act as the main point of contact for customer procurement teams. - Manage security reviews and engage Legal when terms, redlines, or compliance questions require it. - Own the CRM as the source of truth for renewals: maintain deals, stages, close dates, and forecasting in HubSpot. - Forecast the renewals book and report on progress, commit, and at-risk renewals. - Run a proactive renewals cadence. - Meet with each CSM once or twice a month to review renewals due in the next quarter. - Partner with CSMs to ensure a clean commercial handover and a smooth renewal experience for the customer. Qualifications - Experience managing SaaS renewals, contracts, or commercial operations, ideally with B2B or public-sector customers. - Strong CRM discipline, with hands-on HubSpot experience including pipeline management and forecasting. - Comfort working with procurement and legal processes, security reviews, and vendor assessments. - Highly organized and proactive, able to manage a large volume of deals and keep every renewal on schedule. - Clear, plain-language communicator who can work with non-technical government stakeholders. Requirements - Collaboration and Teamwork: Successful outcomes are never achieved alone. You need to work well with others and be accountable for your work. We also expect you to communicate often, be honest, and take initiative when appropriate. - Passion for Learning: You need to love what you do. We expect you to always be motivated, challenge yourself, and continuously learn without having to push you into it. - Talent and Courage: We aim to produce great outcomes. When solving problems, we expect creativity and a focus on the end user. We want you to have tough conversations if things are not right and the courage to ask when you don’t know. Benefits - Paid birthday leave annually - Professional development reimbursement - 4 weeks annual paid vacation - RRSP/401k matching - Annual wellness reimbursement - One-off home office allowance - Generous paid parental leave options The base salary range for this role is $80,000–$85,000 CAD, depending on experience and qualifications. This role is also eligible for performance-based incentives. At Open Point, we believe that diversity drives success. We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow. If you require any accommodations or adjustments to participate in the recruitment process, please let us know by including your request in your application.

Role Description The Onboarding Consultant is responsible for serving as the primary point of contact for new customers, overseeing the onboarding process from end-to-end while managing customer expectations, efficiently configuring our product solutions, and executing project management. - Manage and deliver implementation projects while tracking key metrics for customer adoption. - Deliver onboarding training to users and administrators of the solutions to ensure each customer is comfortable and proficient in their use and management. - Deliver technical requirements and professional data services to customers. - Develop effective project plans with milestones based on customers’ desired outcomes, use cases, and timelines; carry out practices to keep customers on track. - Work with Development and Support teams to configure solutions per customer requirements. - Proactively identify and mitigate or escalate any risks to the project or customer relationship. - Work closely with cross-functional colleagues to ensure seamless handoffs, efficient problem-solving, and a positive customer experience. - Act as the first point of contact and escalation point for the customer and internal teams during the onboarding period; drive resolutions in a timely, proactive manner. - Ensure visibility on customer project status and health of assigned accounts through detailed documentation and CRM hygiene. - Act as the voice of the customer during the onboarding journey to champion their needs and priorities with cross-functional teams such as Product Management, Customer Success, Marketing, and Customer Support. - Provide feedback to internal teams on product enhancements and customer trends to aid in the development of technical education, marketing, and sales material. - Contribute to a supportive and collaborative team culture by sharing knowledge, offering mentorship, and participating in continuous improvement initiatives. Qualifications - 3+ years’ experience in Implementation, Professional Services or Project Management. - Demonstrated ability to work with data, including bulk imports, data mapping, cleaning, validation, and manipulating large volumes of data in Microsoft Excel. - Excellent organisation of data, timelines, and processes/procedures. - Strong interpersonal, problem-solving, and communication skills. - Ability to self-manage in a remote-first environment, working independently. Requirements - Project Management Professional (PMP) designation. - Experience using agile and scrum methodologies for project management. - Experience using software such as Confluence, Jira, Slack, and HubSpot. - Experience working with SRM platforms (e.g. Borealis, Jambo) or CRM platforms (e.g. Salesforce, HubSpot). - Experience performing community engagement activities. Benefits - Paid birthday leave annually - Professional development reimbursement - Annual wellness reimbursement - One-off home office allowance - Generous paid parental leave options