Customer Success Manager

TL;DR

Customer Success Manager (SaaS): Manage a book of accounts, drive value realization, retention and growth with an accent on strategic prioritization, product adoption and scalable 1:many engagements. Focus on monitoring account health, mitigating risks through data analysis, delivering training and leading business impact reviews.

Location: Montreal

Company

World's leading AI-powered maintenance and asset management platform serving 13,000+ customers including Duracell, Shell, Cintas, and Brenntag.

What you will do

• Manage a book of accounts with segmentation, create success plans aligned with customer objectives and monitor health using data indicators.
• Deliver end-user training via 1:1 and 1:many formats, build relationships with stakeholders and lead Business Impact Reviews.
• Identify upsell opportunities partnering with Sales and Support, address churn risks and serve as escalation point.
• Communicate product value through reporting, funnel customer feedback to product teams and contribute to CSM playbooks.

Requirements

• 2+ years in Customer Success at B2B SaaS or software company with proven retention and growth results.
• Top-notch communicator and relationship builder experienced in live product demos and training sessions.
• Analytical mindset for spotting risks early, diving into data and driving customer experience improvements.
• Thrive in fast-paced environments juggling priorities.

Culture & Benefits

• Competitive salary and equity opportunities.
• Healthcare, dental, vision coverage and 401(k)/RRSP program.
• Take what you need PTO.
• Work alongside global team reflecting Smart Humble Optimist values in a meritocracy.