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Sodales Solutions
Customer Success ManagerSodales Solutions • Toronto, Ontario, Canada
Customer Success Manager

Customer Success Manager

Sodales Solutions • Toronto, Ontario, Canada
21 days ago
Salary
CA$90,000.00 yearly
Job type
  • Full-time
Job description

The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the companys vision of delivering innovative high-quality SaaS solutions is successfully adopted by our customers. As a key customer-facing role this position will report to the Director Customer Success and will be responsible for driving customer satisfaction product adoption and long-term retention across assigned accounts.

Responsibilities

  • Your yearly performance will be measured on customer retention satisfaction and successful product adoption across your assigned accounts.
  • Serve as the primary point of contact for customers building strong and lasting relationships with key stakeholders.
  • Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions.
  • Develop and execute customer success plans aligned with customer goals and company objectives.
  • Monitor customer health product usage and engagement metrics to identify risks and opportunities.
  • Build alliances with cross-functional teams including Product Solution Advisory Sales and Support to ensure seamless customer experiences.
  • Identify and mitigate risks related to customer churn ensuring high levels of retention and satisfaction.
  • Implement strategies to improve customer engagement adoption and expansion opportunities.
  • Foster a customer-centric approach and advocate for customer needs within the organization.
  • Build strong rapport with internal teams to contribute to acquiring and retaining customers.
  • Gather and communicate customer feedback to Product teams to support continuous product improvement.
  • Be a champion of self-learning and knowledge sharing within the team.
  • Raise customer risks escalation issues and account concerns immediately with senior management.
  • Participate actively in company initiatives and contribute to building Sodales market presence.
  • Learn and enhance knowledge of all product modules and capabilities.
  • Lead customer training sessions and enablement workshops for new and existing clients.
  • Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution.
  • Engage with customers and educate them on industry best practices throughout their lifecycle.
  • Provide regular updates to leadership regarding customer health risks and opportunities.
  • Actively work on reducing customer escalations and improving overall experience.
  • Ensure critical customer issues are addressed promptly in collaboration with support teams.
  • Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings.
  • Attend key company events and travel as needed.

RequirementsandQualifications

  • Bachelors degree in Business Communications or a related field (required or preferred).
  • 5-6 years of experience in Customer Success Account Management or related field (preferably in SaaS).
  • Experience in the EHS space is a plus
  • Experience guiding customers through SaaS implementations
  • Strong interpersonal and relationship-building skills.
  • Excellent written and verbal communication skills.
  • Strong problem-solving mindset with a proactive approach to customer needs.
  • Managing technical CRs and a generalized technical understanding is a must
  • Ability to analyze customer data and usage trends to drive actionable insights.
  • Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with
  • Experience working with cross-functional teams in a fast-paced environment.

Required Experience:

IC


Employment Type : Full-Time
Experience: years
Vacancy: 1
Monthly Salary Salary: 90000 - 110000
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Customer Success Manager • Toronto, Ontario, Canada

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