Customer Success Manager – 13 Month Contract

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact for customers within a designated portfolio.

• Build and nurture strong relationships with customers while maintaining ongoing communication.

• Collaborate effectively with Sales, Support, Onboarding, Product, and Finance teams.

• Ensure a smooth customer experience and address issues in a timely manner.

• Offer insights and strategic suggestions to enhance platform utilization.

• Monitor indicators of customer health and engagement.

• Recognize upsell opportunities and conduct regular check-ins and performance evaluations.

• Carry out Quarterly Business Reviews to highlight achieved value and areas for improvement.

• Aim for a world-class Net Promoter Score and significant account growth.

• Manage escalations and challenging conversations to guarantee favorable outcomes.

• Collect and communicate customer feedback to shape the product roadmap.

• Promote customer advocacy, referrals, and case studies.

• Enhance customer loyalty and retention.

• Keep updated on trends in HR, Rewards & Recognition, and employee engagement.

• Review renewal statistics and document upsell prospects alongside Finance.

• Set client retention objectives and strategies.

• Explore innovative methods to grow and expand the business portfolio.

⛳️ Requirements

• Bachelor's degree in Business Administration or a related discipline (preferred).

• Minimum of 3 years of experience as a Customer Success Manager in a SaaS setting.

• Excellent written and verbal communication abilities.

• Technologically adept and experienced with CRM software and customer success tools.

• Capability to handle multiple priorities and workflows in a dynamic environment.

• Strong attention to detail and a high level of accuracy.

• Ability to meet deadlines consistently.

• Creative problem-solving skills and a growth-oriented mindset.

• Proven ability to expand a business portfolio.

• Comfort in navigating challenging customer conversations with professionalism and empathy.

• Bilingual proficiency in French or Spanish as a second language is a plus.

• Must live in and be eligible to work in Canada.

🏝️ Benefits

• Opportunities for professional growth.

• Fully remote work environment.

• Flexible paid time off in addition to vacation days.

• Comprehensive health, dental, vision care, EFAP, and more.

• Additional paid day off each year.

• Annual budget for personal bucket-list experiences.

• Support for home workspace setup.

• Funding for learning and development.

• Support for rewards and recognition initiatives.