Customer Success Manager

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

📋 Description

• Take ownership of customer business outcomes and value realization for a diverse portfolio of clients.

• Cultivate a thorough understanding of customers' business goals, mobility initiatives, organizational priorities, and success metrics.

• Convert Cardata’s solutions, data, and expertise into quantifiable business value.

• Track customer health indicators and proactively identify potential churn risks.

• Formulate and implement mitigation strategies in advance of renewal periods.

• Spot growth opportunities and collaborate with Account Management on expansion and upsell tactics.

• Facilitate executive business reviews, quarterly business reviews (QBRs), strategic planning discussions, and renewal preparations.

• Illustrate return on investment (ROI) and aid in achieving successful long-term renewals.

• Manage post-implementation transitions and ensure timely delivery of value.

• Collaborate with Implementation to establish success metrics, align stakeholders, and create engagement strategies.

• Evaluate customer and program data to produce executive-ready presentations and recommendations.

• Work alongside Product, Sales, Account Management, Operations, Support, and Implementation teams to address customer challenges and enhance the customer experience.

⛳️ Requirements

• 3 to 5 years of experience in Customer Success, Account Management, Consulting, or similar customer-facing roles, preferably in a B2B SaaS setting.

• Demonstrated experience managing a portfolio of mid-market or enterprise clients with multiple stakeholders and quantifiable commercial results.

• Proven track record in contributing to retention, renewals, gross revenue retention (GRR), net revenue retention (NRR), adoption, and account growth.

• Experience in early identification of customer risks and development of proactive strategies to safeguard retention and long-term value.

• Strong commercial acumen with the ability to pinpoint expansion opportunities and formulate a compelling business case for customers.

• Confidence in leading executive-level discussions, business reviews, strategic planning meetings, and renewal negotiations.

• Excellent analytical abilities, including proficiency in Excel for analyzing, manipulating, and interpreting customer and program data.

• Strong presentation and data storytelling skills.

• Exceptional stakeholder management, negotiation, organizational, and prioritization capabilities.

• Ability to work effectively across functions such as Account Management, Product, Sales, Operations, Support, and Implementation.

• Alignment with Cardata’s core values: Show Up, Team Up, Dig In, Speak Up, and Own It.

• Comfort in a fast-paced, remote-first work environment and willingness to travel approximately 2 to 3 times per quarter.

🏝️ Benefits

• Remote work options and flexible working hours.

• Opportunities for mentorship and professional development.

• Comprehensive medical and dental benefits.

• Healthcare spending account.

• Annual Health and Wellness Spending Account of $3,000.

• Employee assistance program (EAP).

• Flexible (Unlimited) Time Off: No cap on vacation days.