Customer support manager Jobs in Hamilton, ON

Customer Success Manager – iPipeline

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Overview

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission – so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best‑in‑class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. Our culture built for nearly 900 employees around the world is exceptional – a place where our employees love to come to work every single day.

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq : ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.

Equal Opportunity Employer

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and / or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

Position Type

This is an office-based position.

Responsibilities

• Customer Relationship Management : Design and execute account segmentation and tracking strategies in CRM tools to support complex success workflows. Train team members on CRM best practices and optimization strategies.
• Account Ownership & Lifecycle Management : Manage high‑value or complex customer accounts, creating tailored success plans aligned to business goals. Drive strategic engagements, renewal planning, and account expansion.
• Customer Advocacy & Retention : Anticipate customer challenges and proactively mitigate risks to long‑term retention. Serve as a strategic advisor, helping customers maximize ROI and align with industry best practices.
• Cross‑Functional Collaboration : Lead collaboration across Sales, Marketing, Product, and Support for high‑impact accounts. Contribute to cross‑functional planning for product adoption, account strategy, and customer communications.
• Process Improvement & Data Use : Use data to identify at‑risk customers and develop targeted engagement plans. Propose enhancements to tools, playbooks, and lifecycle strategies based on analysis and feedback.
• CRM Proficiency : Advanced proficiency in using CRM systems to manage complex customer journeys, segment accounts by risk or opportunity, monitor health scores, and identify trends that inform tailored customer success strategies.
• Escalation Management : Ability to create and execute long‑term account strategies to drive customer success.
• Analytical Skills : Proficiency in analyzing customer data and making data‑driven decisions.
• Communication : Advanced communication and negotiation skills. Skilled at managing customer expectations. Has handled demanding customers or situations and demonstrated resolutions.
• Solution Expertise : Deep solution expertise. In‑depth knowledge of customer business models and how the company’s services and / or products support them.
• Cross‑Functional Collaboration (again) : Proficient in working with product, sales, and operations teams to meet customer needs.

Qualifications

Benefits

We offer a competitive compensation and benefits package, opportunities for career growth, an employee stock purchase plan, 401(k), generous time off and flexible work / life balance, company‑matched retirement packages, an employee wellness program, and an awards and recognition program – all in a creative, fast‑growing, and innovative company.

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Location

Mississauga, Ontario, Canada

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