Title: Customer Success Manager

Primary Skill: Customer Management

Secondary Skill: Renewals

Seniority: Intermediate to Senior

Years: 4+

Emp Type: Fulltime

Location: Remote - Canada

Client position: 568

Description:

About the Role

Our client is seeking an experienced professional to join their team as a Customer Success Manager. The core focus of this role is to ensure that customers are realizing maximum value from their investment, driving revenue growth and protection through proactive strategies.

In this position, you will be responsible for owning the success of your assigned customer portfolio, leveraging company resources to execute a well-thought-out strategy that delivers exceptional customer experiences.

This opportunity is ideal for someone with deep domain knowledge, technical aptitude, and hands-on experience in strategic enterprise customer success.

Some key indicators of success in this role include:
* Familiarity with technical concepts and terminology
* Experience working closely with senior stakeholders, including VP-level executives and technical leaders
* Ability to articulate complex technical differences and develop strategic account plans
* Strong organizational skills, with the ability to juggle multiple priorities and drive results

Responsibilities

• Develop a deep understanding of customer businesses, challenges, and opportunities to deliver value and drive continued success
• Serve as the voice of the customer, providing critical insight and feedback to inform product development and ensure customer needs are met
• Identify and mitigate potential risks to customer relationships, including lack of acknowledged value, competitive threats, and changes in stakeholder support
• Relay product feedback and requests to the development team, advocating for customer needs and introducing new features and capabilities
• Partner with sales teams to identify expansion opportunities and develop compelling strategies to close them, ensuring easy renewal decisions for customers
• Maintain accurate documentation of customer interactions, account plans, and next steps
• Drive Customer Success initiatives and operational projects as the company grows and scales

Requirements

• 6-8 years of experience in SaaS, with a focus on enterprise or senior customer success roles in related domains
• Proven track record of driving change in challenging customer environments with technical stakeholders
• Strong technical aptitude and understanding of complex software development systems and processes
• Demonstrable experience in strategic account planning and execution, with excellent commercial skills
• Excellent presentation and communication skills, with the ability to engage all levels of stakeholders
• Empathy, passion, determination, and a strong desire to deliver results in a fast-paced environment
• Experience working in small startups, with a scrappy drive and ability to adapt to changing priorities
• Familiarity with tools like SFDC, Gong, Slack, G Suite, and Vitally is a plus

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