Software Customer Service Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Software Customer Service Manager based in Canada.

This role sits at the intersection of customer success, technical support, and software service delivery within mission-critical public safety environments. You will be responsible for ensuring customers successfully adopt and operate complex software and cloud-based video solutions, while maintaining high levels of satisfaction and operational performance. The position combines hands-on technical coordination with strategic customer relationship management, acting as a trusted advisor to public safety organizations. You will collaborate closely with engineering, product, deployment, and support teams to resolve complex issues and optimize service outcomes. Operating in a fast-paced, high-impact environment, you will play a key role in ensuring system reliability and continuous improvement. This is an opportunity to directly influence customer success in solutions that support safer communities.

• Manage day-to-day execution of customer service contracts, ensuring all obligations are met and service levels are consistently delivered across software and cloud-based solutions.
• Coordinate cross-functional collaboration with sales, engineering, deployment, support, and product teams to resolve complex technical issues and ensure seamless customer experiences.
• Lead escalation management efforts, reducing time to resolution and ensuring effective handling of critical incidents and service disruptions.
• Oversee software deployments, upgrades, field changes, and system reconfigurations, ensuring best practices and quality standards are applied.
• Act as a trusted technical advisor to customers by translating complex technical challenges into clear solutions and actionable plans.
• Monitor service performance, generate reporting insights, and ensure continuous improvement across customer environments and service delivery processes.

Requirements:

• 5+ years of experience in software customer service, technical support, deployment, or managed services, ideally within enterprise software or public safety technology environments.
• Strong understanding of software systems, cloud deployments, APIs, system integration, and software architecture principles.
• Experience working with customer success, engineering, or field service teams in complex, multi-stakeholder environments.
• Ability to manage escalations, prioritize competing demands, and drive resolution of high-impact technical issues.
• Strong communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Familiarity with Agile methodologies and software deployment best practices is considered an asset.
• Post-secondary education in IT, technology, or a related field is preferred.

Benefits:

• Competitive salary aligned with experience, with a range typically between CAD $100,000 and $135,000.
• Flexible remote work options across Canada, supporting work-life balance and autonomy.
• Comprehensive health and wellness insurance coverage.
• Exposure to mission-critical, large-scale public safety technology environments.
• Professional growth opportunities through complex technical projects and cross-functional collaboration.
• Inclusive and people-first culture focused on diversity, equity, and belonging.
• Travel opportunities (25–50%) depending on project and customer needs.