Customer Success Manager

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Customer Success Manager

Are you passionate about customer success and have experience in real estate law? Join our growing team and help transform the conveyancing process across Canada.

We are recruiting for a passionate and energetic Customer Success Manager to manage the successful onboarding and continued support of our customers on Realti, the leading conveyancing platform used by thousands of real estate professionals across Canada. You’re a great fit for this role if you love helping people, you are action-oriented, and you're a quick learner.

LDD is a proudly Canadian company delivering cutting-edge legal productivity tools. Our flagship platform, Realti, connects thousands of legal professionals and streamlines real estate transactions nationwide.

About the job

As a Customer Success Manager, you’ll be the trusted advisor for our clients—driving adoption, delivering training, and ensuring they achieve maximum value from our solutions.

You will be the primary point of contact for our customers, responsible for building strong relationships, understanding their needs, and driving adoption and retention. You will be responsible for training customers on our applications.

You’re a great fit for this role if you are:

A strong communicator (oral and written) and you are comfortable communicating with others on a variety of platforms.

Comfortable working in a fast-paced, results-driven environment.

Passionate about helping people and strive to understand the perspective of others.

Thrive in a collaborative work environment and enjoy working with colleagues from a variety of functional areas, including sales, product and design.

What you’ll do:

Customer Relationship Management: Develop and maintain strong relationships with assigned customers, understanding their goals and challenges.

Onboarding & Training: Guide new customers through the onboarding process, ensuring they understand how to use our products effectively.

Account Management: Monitor customer usage and engagement metrics to identify opportunities for upselling or addressing issues.

Advocacy: Act as the voice of the customer within the company, providing feedback to teams on product improvements and feature requests.

Retention: Drive customer transactions by ensuring satisfaction and value from our offerings, identifying risks, and implementing strategies to mitigate churn.

Support: Collaborate with the support team to resolve customer issues promptly and efficiently.

Reporting & Analysis: Provide regular updates and reports to management on customer health, engagement, and success metrics.

What you bring:

Must have experience in conveyancing, real estate law, title insurance, or similar.

In-depth knowledge of the Ontario real estate closing process is an asset.

Strong verbal/written communication skills; comfortable supporting customers over video calls.

Familiarity with Realti(LDD) and Teraview® an asset.

Must have a car and valid Driver’s License.

Education:

Law Clerk or Legal Assistant Diploma/Certificate from a recognized institution.

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At LDDConnect we have a strong belief in equity, diversity and inclusion and are committed to building and fostering an environment where our employees feel included, valued, and heard.

Job Type: New Position Full-time, Permanent

Pay: $65,000 - $75,000

Additional pay: Bonus, car allowance

Schedule: Monday to Friday 9:00 am – 5:00 pm (occasional requirement to work outside normal hours in support of trade shows and events.)

Work Location: This is a new position based in Toronto and accessible by subway. However, you must be willing to travel based on customer profile.

We will use AI to help screen applicants.

Job Type: Full-time

Pay: $65,000.00-$75,000.00 per year

Benefits:

• Dental care
• Extended health care
• Mileage reimbursement
• Paid time off
• Vision care

Ability to commute/relocate:

• Toronto, ON M4W 3L4: reliably commute or plan to relocate before starting work (preferred)

Application question(s):

• Law Clerk or Legal Assistant Diploma/Certificate from a recognized institution

Education:

• Secondary School (preferred)

Experience:

• Real estate clerk: 1 year (required)

Work Location: In person