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About the Role
ResQ is seeking a Customer Success Manager to guide trades customers through onboarding, website launch, AI setup, and ongoing account management, playing a high-impact role in taking the company to the next level.
Responsibilities
- Manage a portfolio of customer accounts, build strong relationships with business owners, monitor account health, identify growth opportunities, and proactively address challenges to drive retention and success.
- Guide new customers through onboarding by collecting business information, branding assets, and service details to launch their website.
- Support AI customer agent setup, manage launch milestones, and ensure customers are set up for success.
- Train customers on ResQ, share best practices, drive product adoption, and help customers achieve measurable business outcomes.
- Lead customer pilots and product launches by managing implementation, tracking engagement, gathering feedback, and partnering with internal teams to improve the customer experience.
- Capture customer feedback, advocate for customer needs, resolve issues, and share insights with Product, Engineering, Marketing, and Sales.
- Monitor customer health metrics, analyze adoption and engagement trends, and report on key success indicators.
- Partner with Sales, Product, Engineering, Marketing, and Operations to deliver a seamless customer experience.
- Build and improve customer success processes, documentation, and scalable workflows as ResQ grows.
Requirements
- 3–5 years of experience in Customer Success, Account Management, Implementation, or another customer-facing role (or equivalent education and experience).
- Tech-savvy with the ability to quickly learn new software, AI tools, and emerging technologies.
- Strong communication and relationship-building skills with a customer-first mindset.
- Excellent problem-solving, organization, and time management skills, with the ability to manage multiple priorities.
- Data-driven and comfortable using customer insights to drive adoption, retention, and growth.
- Thrives in a fast-paced, evolving environment and adapts quickly to changing priorities.
- Proactive, resourceful, and motivated to improve processes and customer experiences.
- Experience with CRM or customer success platforms (such as Close, Omni, or similar tools) is an asset.
- A self-starter: You wake up, form a plan, and get going!
- Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!
- Be open to feedback; listen, learn, and iterate. We’re all One Team!
- Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service.
Skills
- Customer Success
- Account Management
- Implementation
- Customer-facing roles
- Tech-savvy
- AI tools
- Emerging technologies
- Communication skills
- Relationship-building skills
- Customer-first mindset
- Problem-solving
- Organization skills
- Time management skills
- Data-driven
- Customer insights
- CRM
- Customer success platforms
Experience Level
- 3-5 years
About the Company
- ResQ is an all-in-one facilities management platform built for fast-growing facilities and trades businesses.
- Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability.
- Our mission to 'create economic empowerment for the service industry' drives everything we do.
- We are deeply committed to supporting local trades and facilities - the vital backbone of our communities.
- ResQ provides local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably.
- We believe that when local service businesses succeed, entire communities thrive.
- ResQ is dedicated to empowering the individuals who keep our world running smoothly.
- We are a mission-driven team and have a big vision to revolutionize the service industry.
Equal Opportunity
- ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users.
- ResQ is an equal opportunity employer.
- We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law.
- ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.