Customer Success Manager

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

📋 Description

• Enhance the customer experience throughout the lifecycle.

• Oversee the post-sales implementation initiatives.

• Collaborate with clients to ensure they achieve the anticipated value from Equifax solutions.

• Promote adoption, usage, net retention, and renewals for intricate accounts.

• Act as a liaison between internal teams and customers during the customer journey.

• Advocate for customer interests in resolving challenges from acquisition through adoption, usage, and value realization.

• Serve as a reliable adviser and champion for clients.

• Develop a customer success strategy for each client.

• Monitor and assess customer health.

• Educate clients on the business benefits of solutions.

• Assist customers in utilizing solutions and recognizing their value.

• Collaborate with Account Executives to prepare and facilitate quarterly business reviews.

• Amplify the customer voice within Equifax.

• Leverage customer feedback to guide product roadmaps.

• Coordinate internal Centre of Excellence teams for the advantage of customers.

• Provide clients with updates on issue and request statuses.

• Aid in resolving customer support challenges.

⛳️ Requirements

• 5–7 years of experience in sales, management consulting, customer success, account management, business development, or a similar client-facing role.

• Bachelor's degree in a relevant field or equivalent experience.

• Proven experience in showcasing and promoting value throughout the customer experience.

• Experience engaging with complex, multi-divisional, and geographically dispersed customers.

• Capability to create structure in uncertain situations, design effective processes, and approach problem-solving creatively.

• Proactive mindset.

• Experience collaborating with cross-functional teams.

• Exceptional communication abilities and the capacity to build positive business relationships.

• Proficiency in establishing milestones and ensuring all team members remain aligned; strong project management skills.

• Self-driven and initiative-oriented.

• Familiarity with customer success processes.

• Strong grasp of market segments and market data trends.

• A sense of accountability, bravery, curiosity, collaboration, and ownership.

🏝️ Benefits

• Remote work opportunity available in Quebec or Ontario.

• Full-time work schedule.