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.

• Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers. • Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users. • Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement. • Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention. • Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs. • Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment. • Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience. • Capture customer feedback and partner with Product to influence future enhancements. • Maintain accurate customer health metrics, account plans, and activity within CRM. • Champion the voice of the customer across the organization.

Role Description We’re looking for a talented, detail-oriented Customer Success Specialist (CSS) to join our team. Under the direction of the Support Manager, this role will be responsible for providing best-in-class customer service and handling our inbound requests. - Handle inbound requests and respond promptly to support calls, chats, and emails - Assess, categorize, and reassign support requests to internal team members as needed - Troubleshoot and diagnose system or service issues - Advocate for customers by capturing feature requests and feedback - Leverage impeccable customer service skills through phone, email, and chat interactions - Work cross-functionally to assess and improve internal processes - Demonstrate fundamental understanding of customer service best practices - Manage customer escalations with empathy and professionalism - Track client interactions, maintaining detailed records of communications and action items - Build domain expertise and grow industry knowledge Qualifications - Bachelor’s degree preferred - 1+ years’ experience in customer service - Excellent written and verbal communication skills - Strong technical aptitude and organizational skills - Proficient with the Office Suite - Knowledge of surplus lines tax filing a plus - Excellent interpersonal skills Benefits - Health, dental, and vision plans - Amazing work-life balance with 4 weeks of Paid Time Off - 10 Paid Company Holidays with 2 floating holidays - 401K Programs with employer match - Personal assistance programs for support in a healthy personal and work life Company Description At InsCipher, you'll join a team of disruptors, innovators, and forward-thinkers. We're not just changing the game; we're creating a new one. We offer a dynamic, inclusive work environment where your ideas are valued, and your contributions lead to real change. With us, you'll have the opportunity to: - Work on cutting-edge projects that are reshaping an industry - Collaborate with a team of passionate, like-minded professionals - Enjoy a culture that values flexibility, innovation, and personal growth Compensation Range: $23/hr - $26/hr We are proud to be an equal-opportunity employer. We are committed to providing equal opportunities to all qualified applicants, regardless of race, color, religion, sex, national origin, disability, or any other legally protected characteristics. If you need accommodation, please let us know during the interview process.

Role Description We’re looking for an experienced, relationship-driven Customer Success Manager (CSM) who is passionate about helping educational institutions realize the full value of their investment in our solutions. The ideal candidate thrives at the intersection of customer partnership and commercial impact—someone who builds trusted relationships, drives adoption, and proactively identifies opportunities for growth through renewals, upsells, and cross-sell referrals. - Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts. - Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews. - Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership. - Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies. - Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal. - Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success. - Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events. Qualifications - 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or EdTech. - Proven track record of meeting or exceeding renewal, upsell, and customer satisfaction targets. - Strong ability to build and maintain executive-level relationships within higher education institutions. - Deep understanding of the education technology landscape and the unique challenges of teaching, learning, and academic integrity. - Excellent communication, presentation, and storytelling skills—able to articulate value and outcomes clearly to diverse audiences. - Highly organized, data-driven, and adept at managing a portfolio of accounts with discipline and empathy. - Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, Totango, etc.). - A collaborative teammate with a growth mindset, resilience, and a passion for education. Requirements - The expected annual base salary range for this position is: $77,700/year to $129,500/year. This position is commission-based. - Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution