Customer Success Manager

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Acquire a comprehensive understanding of each customer's objectives, operations, challenges, and success metrics.

• Establish strong relationships with stakeholders, ranging from small business proprietors to senior leaders in large enterprises.

• Act as the primary point of contact and trusted advisor for designated accounts.

• Tailor communication and methodologies to align with each customer's requirements and experience level.

• Assist customers in leveraging DemandBridge's platforms effectively by translating product features into actionable solutions.

• Recognize and cultivate upsell and cross-sell possibilities grounded in authentic customer needs.

• Detect churn risks early by analyzing product data, usage patterns, and customer health metrics.

• Collaborate with Sales, Professional Services, and Support from onboarding through to renewal.

• Monitor Customer Success indicators, including product usage, NPS, CSAT, renewal rates, churn risk, and account growth.

• Utilize CRM and AI-enabled Customer Success tools to prioritize outreach and shape account strategy.

• Relay actionable customer insights to Product, Support, and Leadership teams.

• Enhance team workflows, playbooks, and Customer Success methodologies.

⛳️ Requirements

• Two to five years of experience in Customer Success, Account Management, or a similar customer-facing role, preferably in a SaaS environment.

• Experience overseeing a portfolio that includes both enterprise and small to medium-sized clients.

• Demonstrated capacity to build trust with stakeholders at varying levels within an organization.

• Excellent communication abilities and the skill to articulate complex products or issues clearly.

• Experience in identifying and closing upsell or cross-sell opportunities.

• Strong organizational skills and the ability to juggle competing priorities effectively.

• Familiarity with a CRM system such as Salesforce or HubSpot.

• Confidence in utilizing data to inform decision-making.

• Familiarity with distributor software or distributor-based business models is highly preferred.

• Knowledge of Customer Success metrics such as NPS, CSAT, churn, and net revenue retention is strongly preferred.

• Experience in refining processes within an expanding Customer Success team is strongly preferred.

🏝️ Benefits

• Opportunity for remote work in Canada or the United States.

• AI-powered transcription and automated note-taking during segments of the interview process.

• Alternative interview accommodations available upon request.

• A diverse, equitable, and inclusive workplace.