Junior Customer Success Manager

About the role

TELUS Digital is hiring a Junior Customer Success Manager for WP Engine. The role supports a high-volume customer segment within a collaborative "Success Squad" of CSMs and specialists, working on the commercial lifecycle of many customers: partnership building, risk management, renewals, contract management and expansion identification. It is a foundational role with clear growth into a dedicated Customer Success position. Applicants must be available and willing to work on site and/or from home depending on business needs.

Key responsibilities

• Own the end-to-end renewal process for assigned high-volume accounts, keeping Gross Revenue Retention (GRR) high
• Monitor account health and usage data to spot ready-to-buy signals, qualify leads and pass them to sales
• Handle contract administration, including amendments, billing inquiries and CRM data integrity
• Process downgrade requests in line with policy and escalate retention risks appropriately
• Work daily with the CSM team focused on adoption and value programs, and act as first line of defence for commercial escalations, coordinating with Finance and Legal
• Maintain CRM hygiene so renewal dates, contacts and notes are up to date for accurate forecasting
• Identify bottlenecks in the renewal process and propose automation or workflow improvements
• Drive team KPIs including Net Revenue Retention (NRR), On-Time Renewal Rate and Task Completion Speed

Required profile

• 1-2 years of experience in a customer-facing role (Account Management, Sales or Customer Success), preferably B2B SaaS or tech
• Basic understanding of SaaS metrics (ARR, churn, upsell) and contract terminology
• Minimum 6 months as a TELUS Digital employee and 6 months in the current position and account/department
• Attendance of at least 95%, meeting or exceeding current role metrics for the last 3 months, no active disciplinary processes, schedule flexibility
• Previous experience as teacher or trainer desired

Required skills

• CRM tools such as Salesforce and CS platforms such as Gainsight
• Proficiency in Google Suite
• Exceptional written and verbal English communication, able to handle high-volume calls, emails and chats