Customer Success Manager

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

📋 Description

• Take ownership of post-sales customer relationships, fostering platform adoption, ensuring customer satisfaction, and facilitating timely renewals.

• Cultivate robust relationships at all levels within customer organizations, ranging from end users to IT leaders and senior executives.

• Achieve trusted advisor status by comprehending customer business objectives and strategically aligning solutions to fulfill their requirements.

• Keep an accurate assessment of customer health through usage metrics, engagement data, and regular communications.

• Track health scores and proactively engage in actions to sustain or enhance account health.

• Collaborate with customers to outline key goals and KPIs, reviewing progress at regular intervals.

• Evaluate customer data and platform usage to uncover opportunities for improving the customer experience and increasing adoption.

• Ensure consistent communication throughout the customer lifecycle, addressing risks or issues as necessary.

• Generate excitement and momentum with clients to promote expansion and long-term engagement.

• Actively identify new ways for customers to leverage the platform to tackle evolving business challenges.

⛳️ Requirements

• Knowledge and expertise in environmental matters is advantageous for this role.

• Demonstrated ability to manage a portfolio of accounts while driving customer adoption, retention, and growth.

• Experience in delivering business reviews and articulating value to stakeholders at various levels, including senior leadership.

• Strong comprehension of customer health metrics, usage data, and success indicators.

• Proven aptitude for identifying expansion opportunities through consultative relationship management.

• Exceptional communication skills, encompassing written, verbal, and presentation abilities.

• Excellent organizational and time management skills, with the capability to handle multiple accounts and priorities.

• Experience in cross-functional collaboration with Sales, Product, Support, Marketing, and Professional Services teams.

• A customer-first mentality coupled with strong problem-solving and conflict-resolution capabilities.

• Ability to build trust and establish credibility with both technical and non-technical stakeholders.

• Self-motivated, proactive, and adept at thriving in a fast-paced, evolving environment.

🏝️ Benefits

• An opportunity to engage in a values-driven, performance-oriented, dynamic, and growth-focused culture.

• We promote a remote working environment, providing a one-time home office allowance and subsidized monthly internet costs.

• Competitive health benefits, dental plans, and retirement savings plans (RRSP, 401K, etc.).

• Annual fitness allowance.

• Mental health support available through access to the Calm Premium meditation app and Talkspace.

• Access to Udemy, internal training initiatives, an annual training budget, certifications (if applicable), and High Talent Programs.

• Cority is dedicated to fostering a diverse and inclusive workplace. Cority is an equal opportunity employer and does not discriminate based on race, nationality, gender, gender identity, sexual orientation, protected veteran status, age, disability, or any other legally protected status. Applicants seeking accommodation can email hr@cority.com.