Customer Success Manager

We are revolutionizing insurance management systems and connectivity solutions through innovation and cutting-edge technology. With over three decades of expertise, we continue to push the boundaries, transforming how insurance businesses operate.

As we scale , we’re looking for a Customer Success Manager to lead onboarding, implementation, and training for our growing client base—and help shape what great CX looks like in insurance tech.

Role Overview

As our Customer Success Manager, you’ll play a critical role in delivering a seamless end-to-end experience for our clients—from onboarding and implementation through to long-term enablement and training. You’ll work closely with Product, Sales, and Support teams to ensure customers feel confident, supported, and heard.

You’ll report directly to the Director of Customer Experience and help us build the foundation for a world-class CS function—with the opportunity to grow into a team leadership role. Your work will have a direct impact on client retention and customer success outcomes through continuous feedback, training, and engagement.

Key Responsibilities

Onboarding & Implementation

• Manage and execute onboarding plans tailored to the needs of enterprise clients
• Coordinate across internal teams to ensure successful implementation and go-live
  
  

Training & Enablement

• Deliver engaging training sessions that empower users to get the most out of our tools
• Support the development of self-serve resources and contribute to our LMS content
  
  

Customer Success & Advocacy

• Build strong relationships with clients to drive adoption, retention, and satisfaction
• Act as the voice of the customer—bringing insights to Product, Sales, and Marketing
• Collect and analyze HEART metrics to measure and improve the impact of the customer experience
  
  

Tool & Process Enablement

• Use tools like Zendesk, Asana, and Salesforce to support and scale customer success workflows
• Help develop repeatable processes, playbooks, and feedback loops as we grow
  
  

Team Leadership (Future Scope)

• As the team grows, you’ll help shape the CS org and lead a team of CSMs and trainers
  
  

What We’re Looking For

• 5+ years of experience in Customer Success or Implementation within a SaaS environment
• Insurance or fintech experience
• Proven success onboarding and supporting enterprise clients across complex projects
• Strong communication and relationship-building skills—internally and externally
• Familiarity with Zendesk, Asana, or similar CX tools (or a quick learner who’s process-driven)
• Passion for customer experience, training, and solving real-world problems collaboratively
• Comfortable working with engagement and retention metrics (HEART, NPS, etc.)
  
  

Bonus Points

• Experience with LMS platforms or customer education tools
• Exposure to scaling CS functions or working in fast-paced startups
  
  

Why Join Rival?

• Be part of a mission-driven team that’s rethinking insurance tech
• Work remotely from anywhere in Canada
• An innovative, and growth-driven work environment.
• Join a company that’s data-informed, customer-obsessed, and built for scale
• Help build a function—and eventually a team—from the ground up
• A culture of inclusivity and collaboration where diverse perspectives are valued.
• Continuous learning opportunities and career development support.
  
  

We are committed to fostering an accessible and inclusive workplace. If you require accommodation during the recruitment process, let us know—we’ll work with you to meet your needs.

We appreciate all applications; however, only those selected for interviews will be contacted.