Customer Success Manager
Our client is a global ERP company with several highly recognizable customers in the United States and Canada. They are a small but mighty and rapidly growing team of 115 employees! They are looking for an experienced Customer Success Manager with a consultative sales background who wants to be responsible for their own success.
About the role : Account management
Account management
- Develop and manage value-based relationships with customers in the healthcare, education, nonprofit, financial services, and utilities industries.
- Maintain and expand user adoption.
- Develop and maintain Success Plans as the blueprint for achieving the customers’ goals
- Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities.
- Uncover risk or needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth
Identify expansion opportunities
- Identify opportunities to cross-sell and upsell
- Work with sales (Renewal and Expansion Manager) to grow your book of business
Act as key point of contact for customer relationships
- Welcome and engage customers at strategic and tactical levels
- Provide exemplary service and support that delights customers
- Proactively look for risk indicators and get ahead of potential issues
- Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
About you :
- Must be located in Canada
- Must have aA degree, diploma, certification, or equivalent experience in accounting
- Must have 2+ years in a similar role (Client Success / Account Management)
- Strong sales acumen with proven success in a quota-carrying role managing sales pipeline, deal progression, retention, and upsell targets.
An action-oriented mindset and approach is vital.
- Excellent communication skills, both written and verbal, with the ability to listen, understand, educate, and influence.
- A strong drive to close with proven success with reporting on KPIs (Retention, Upsell, Cross-sell, Referrals, NPS, etc.)
- Proven success with all stakeholder engagement and relationship management at all levels
- Proven track record of exceeding retention and upsell targets.
- Excellent problem solving, analytical skills and practices sound judgment when making decisions.
- Ability to multi-task, probe, analyze and problem-solve with keen attention to detail.
- Ability to work both collaboratively in a team environment and independently with little supervision.
- Willingness to be coached, mentored, and driven to reach your fullest potential.
What’s in it for you?
- Minimum base salary of $70,000 - $80,000 CAD with a range above depending on experience
- Remote role
- Great organization - 97% of their customers renew with them, and 15% of their employees are made up of past clients!
- 4 weeks of time off
- Company-paid benefits offering medical, dental, vision, and more.
- Holiday Closure : During the winter holiday season, the company closes for 1 week
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