Customer Success Manager

Who are we :

We’re Eptura™ a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential.

Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Role Overview :

As a Customer Success Manager, you will own a book of business and own user adoption and customer retention within these accounts.

Your goals are to maximize growth and minimize gross churn. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package.

In addition, you will cross-collaborate with the sales teams and build solid client relationships. You are comfortable with having difficult conversations with internal and external key stakeholders and will act as the first escalation point for your customers.

You will keep your manager informed of at risk customers and suggest potential actions to get them back to health.

Responsibilities :

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
• Meet and exceed net retention and gross churn targets for assigned accounts.
• Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer.
• Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
• Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
• Deliver all identified touches in the customer journey, including business and roadmap reviews, and overall cadence (both personal and automated where necessary).
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
• Process cancellations and document reasons.
• Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners.
• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
• Assist the renewal and account management teams in all renewal activities as needed.
• Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
• Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
• Provide feedback and support to the enablement team in their new initiative as necessary.
• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool).

What will make you successful :

• Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects.
• You are a customer-centric individual, obsessed with providing an excellent customer experience.
• You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as a CSM
• You are comfortable with data management and identifying patterns.
• You welcome change in general, and new processes and tactics in particular
• You enjoy continuous learning and seek to understand technology products from a user perspective.
• You follow industry trends and leverage these to further customer conversations.
• You have a good understanding and / or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight etc.).
• A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components).
• Keep up to date with trends and best practices to increase metrics like product adoption, customer satisfaction, retention, and cross-sell / upsell revenue.
• Results-driven with a strong background in Customer Success / Account Management and / or other Customer experience functions.

Benefits :

Health, Dental and Vision Insurance

Life Insurance and Accidental Death & Dismemberment

Group Retirement Savings Plans

• RRSP : 100% company match from 1-3% and 50% from 4-5%
• TFSA

Employee Assistance Program

Eptura Information :

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination.

We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers.

Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.