Job Description

Job Description

We’re looking for a proactive, customer-centric customer success manager to join our growing team. In this role, you’ll be the key contact guiding our customers to meaningful outcomes with Nialli’s platform. Your priority will be ensuring customers are equipped, supported and empowered to succeed in their unique workflows, from onboarding through to ongoing value realization.

You’ll ensure a smooth handoff from Sales, deliver impactful onboarding and training experiences, and play a strategic role in helping customers meet their goals. Your work will be essential in building strong, lasting customer relationships based on trust, outcomes and shared success.

What we develop and sell

Nialli develops visual collaboration applications designed for teams engaged in highly collaborative planning and design activities. Our portfolio is focused on Lean Construction practices and provides easily understood ways for individuals and groups to work together in both in-person and remote scenarios.

Our unique use of interactive displays for group interaction provides significant value for high-functioning teams. We are an early-stage organization with a growing customer base in the construction industry in North America, UK, Europe and Australia. Nialli applications are cloud-based on the Microsoft Azure platform.

You will

• Serve as the primary advocate for customers post-sale, guiding them to success through proactive engagement and value-driven support
• Lead onboarding and training to accelerate product implementation and ensure sustained engagement and adoption
• Monitor engagement and identify opportunities for deeper usage, collaborating with Sales to align on growth and renewal strategies
• Develop and update resources (e.g., Knowledge Base content) to foster customer autonomy and confidence
• Recommend and establish processes that will assist in driving customer engagement
• Implement and maintain a customer health scoring model to anticipate needs and drive targeted engagement
• Work cross-functionally with Product, Sales and Support to elevate the customer voice and inform continuous improvement initiatives

You have

• 5+ years of experience in a Customer Success, Customer Experience or Account Management role
• Proven experience developing and implementing Customer Success frameworks and metrics (e.g., health scores, onboarding programs)
• Strong experience leading customer training sessions, both virtually and in person
• Excellent relationship management, communication and problem-solving skills
• Highly organized, self-motivated and comfortable managing multiple accounts and priorities
• Experience with HubSpot or other similar platforms
• Ability to analyze customer data and translate insights into action
• Strong sense of ownership and ability to work independently and collaboratively

Strong preference also given for

• Experience in the construction industry or familiarity with Lean Construction principles and practices
• Experience developing training manuals, user guides or customer-facing documentation
• Experience working in a startup or high-growth environment

This is a Calgary-based role. We offer a competitive compensation package, some unusual perks and benefits and a great team environment.

Apply by submitting your application to peopleservices@nialli.com by close of business on June 13, 2025 . Please ensure that your resume and cover letter highlight how you meet our requirements.

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