Customer Success Manager

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

📋 Description

• Take ownership of and manage a portfolio of client accounts

• Maintain a comprehensive understanding of customer objectives, implementations, risks, and opportunities

• Assist customers in recognizing, articulating, and showcasing Auvik’s business value

• Act as a customer advocate and connect clients with the relevant internal resources

• Drive successful results, reduce risk, and promote Auvik adoption

• Develop and enhance customer adoption strategies

• Identify avenues for increasing customer expenditure through enhanced adoption, expanded presence, or additional services

• Collaborate with Product, Sales, Marketing, Customer Support, and other internal teams to achieve retention and growth objectives

• Design and implement programs that support feature adoption and raise awareness of product improvements

• Guide customers through change management from rollout to established IT operations

• Demonstrate functionalities, support adoption discussions, and assist in issue resolution

• Gather and document client feedback and product recommendations

• Collaborate with Product and Engineering teams to influence future enhancements

⛳️ Requirements

• Proven experience managing a book of business in a SaaS context

• Demonstrated history of retention, realization of value, and expansion of footprint

• Capability to construct strategic adoption and success plans aligned with customer objectives

• Proficient in discussing business outcomes, ROI, and operational implications

• Strong conceptual thinker with the ability to learn swiftly

• Excellent organizational abilities

• Self-motivated and proactive

• Friendly, positive, and consultative communication style

• Strong analytical and problem-solving skills

• Knowledge of IT infrastructure operations is advantageous

• Experience with Salesforce, Totango, or other customer success platforms is a plus

• Candidates are required to complete a 5-minute Predictive Index assessment prior to meeting with a hiring manager

🏝️ Benefits

• Stock options available for all full-time employees

• Comprehensive health and dental benefits package

• Wellness spending account

• GRSP matching program

• Flexible paid time off policy

• Paid parental leave program

• Remote working subsidies

• Continuous feedback from leadership

• Detailed and informative onboarding process

• Career development opportunities