Customer Success Manager - Saas

NOTE: HYBRID work model, office located in Mississauga, Ontario

Work Experience: 5+ years Customer Success Manager, SaaS, CRM, Leadership

Industry: Heavy Equipment

DESCRIPTION:

· Build customer success strategies and drive outcomes including user adoption, renewals, and opportunities for cross-sell and upsell.

· Increase product active usage and customer lifetime value through success plans, customer satisfaction, and overall health scores.

· Leverage reporting to develop data-driven insights on customer behavior.

· Become the company champion and process leader for renewals, identifying opportunities and risks

· Drive standardized, proactive, and reactive outreach interventions for various points in the journey by identifying opportunities to encourage feedback loops and continuous improvement.

· Provide strategic direction, development, and management of post-sales operations to drive quality and consistency

· Partner with peers to scale processes for customer onboarding, training, success management, support, and advocacy

· Increase opportunities for expansion and up-sells by creating a bridge between Sales, Professional Services, and Customer Success teams

· Develop and share metrics to measure the effectiveness of Customer Success in meeting company and team goals.

· Collaborate with other organizational leaders to incorporate customer needs and requests into defining business objectives

· Lead or contribute to other assigned projects within the general scope of the role

· 5+ years of experience in a Customer Success role in an Enterprise SaaS software environment. Demonstrable experience of setting stretch goals and coaching a team to attain and retain top performance

· An effective delegator, being able to prioritize your own activities as well as team’s

· Leadership, strong work ethic, ability to work independently, self-motivated and team-oriented

· Exceptional strategic, conceptual analytical thinking, and decision making skills

· Ability to positively motivate and influence internal teams to drive customer success

· Proficiency in CRM and other Customer Success tools

· Ability to work in a fast-paced, dynamic environment

· Excellent English communication, presentation (written and oral), and organization skills

TO APPLY: https://directitrecruiting.com/job/customer-success-manager/