Customer Success Manager

At Cardata, customers are at the centre of everything we do. Our Customer Success team plays a critical role in protecting customer retention while uncovering opportunities to create greater value and grow our partnerships.

As a Customer Success Manager, you’ll own a portfolio of customer relationships after implementation, helping customers realize measurable value from their broader mobility programs while contributing directly to Cardata’s GRR and NRR goals.

At the core of this role is understanding what matters to the customer’s business and translating Cardata’s capabilities into meaningful outcomes. You’ll proactively identify risk, build strategies to protect retention, uncover opportunities for growth, and partner with Account Management to develop expansion and upsell strategies. You’ll also turn customer data into compelling business narratives, leading strategic conversations with executives, Finance, HR, Operations, and program administrators.

You’ll thrive here if you are commercially minded, analytical, highly accountable, comfortable navigating executive conversations, and motivated by the opportunity to build trusted customer partnerships in a fast-moving SaaS environment. You are someone who takes ownership, communicates clearly, collaborates without ego, digs into the data, and turns insight into action.

This is a remote-first role with occasional travel, approximately 2–3 times per quarter.

What you'll be doing

• Own customer business outcomes and value realization. Manage a portfolio of customers and develop a deep understanding of their business objectives, mobility programs, organizational priorities, and success measures. Translate Cardata’s solutions, data, and expertise into measurable business value.
• Protect GRR through proactive customer health and risk management. Monitor adoption, engagement, program performance, stakeholder changes, and other customer-health indicators to identify churn risk early. Develop and execute clear mitigation strategies well ahead of renewal.
• Drive NRR by uncovering growth opportunities. Identify opportunities to expand Cardata’s value within existing customers based on business objectives, program performance, usage insights, and organizational changes. Partner with the Account Manager to develop expansion and upsell strategies and advance opportunities.
• Lead strategic customer conversations and renewals. Own ongoing customer relationships, executive business reviews, QBRs, strategic planning conversations, and renewal readiness. Use data and business outcomes to demonstrate ROI, reinforce Cardata’s value, and support successful long-term renewals.
• Own the post-implementation transition and time-to-value. Partner closely with the Implementation Specialist to ensure a smooth handoff from implementation into post-go-live Customer Success. Establish clear success measures, stakeholder alignment, and an ongoing engagement strategy that accelerates time to first value.
• Turn data into action and influence cross-functionally. Analyze customer and program data, identify trends and opportunities, and build clear, executive-ready presentations and recommendations. Partner with Product, Sales, Account Management, Operations, Support, and Implementation to solve customer challenges and continuously improve the customer experience.

What you'll bring

• 3–5 years of experience in Customer Success, Account Management, Consulting, or another customer-facing role, ideally within a B2B SaaS environment.
• Proven experience owning a portfolio of mid-market or enterprise customers with multiple stakeholders and measurable commercial outcomes.
• Demonstrated success contributing to retention, renewals, GRR, NRR, adoption, and account expansion.
• Experience identifying customer risk early and developing proactive strategies to protect retention and long-term value.
• Strong commercial judgment and the ability to identify expansion opportunities and build a compelling customer business case.
• Confidence leading executive-level conversations, business reviews, strategic planning sessions, and renewal discussions.
• Strong analytical skills, including proficiency with Excel to analyze, manipulate, and interpret customer and program data.
• Strong presentation and data-storytelling skills, with the ability to translate metrics into executive-ready recommendations tied to business outcomes.
• Strong stakeholder management, negotiation, organization, and prioritization skills.
• Comfort working cross-functionally across Account Management, Product, Sales, Operations, Support, and Implementation.
• Alignment with Cardata’s core values: Show Up, Team Up, Dig In, Speak Up, and Own It.
• Comfortable working in a fast-paced, remote-first environment and travelling approximately 2–3 times per quarter.