Customer Success Manager (ERP)

TL;DR

Customer Success Manager (ERP): Driving customer retention and expansion for cloud ERP solutions with an accent on channel partner coaching and churn mitigation. Focus on optimizing NPS/CSAT scores, managing high-stakes account escalations, and establishing CSM best practices for partners.

Location: Must be located in Canada

Company

Leading provider of cloud business management software that empowers small and mid-size businesses to unlock their potential and drive growth.

What you will do

• Drive NPS/CSAT scores, retention, and expansion goals through effective territory management.
• Coach and train partner Customer Success Managers (P-CSMs) on how to excel in their roles.
• Own and manage customer escalations, coordinating across departments for final resolution.
• Support P-CSMs with policy and license-related inquiries.
• Develop and contribute to organizational Customer Success best practices.

Requirements

• 5+ years of experience in SaaS or ERP, preferably in Sales, Implementation, or Support.
• Must be located in Canada.
• Bilingual proficiency in French and English (written and verbal).
• Experience with high-stakes account management, subscription renewals, and churn mitigation.
• Ability to interact effectively with C-Level executives of companies with 100+ employees.
• Strong skills in de-escalation and solving ambiguous problems.

Culture & Benefits

• Casual and high-energy environment valuing efficiency and simplicity.
• Strong emphasis on work/life balance and friendly customer service.
• Significant professional and financial growth potential.
• Eligibility for annual bonuses and stock options based on performance.
• Distributed company structure supporting a telecommuted work environment.