Customer Success Manager

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

📋 Description

• Act as the main management contact for designated customers

• Precisely document minutes and actions from meetings

• Create professional presentations and reports while effectively leading customer meetings

• Ensure that the workflow management system and customer-facing tools are current

• Offer self-service support for tools to customers

• Comprehend customer KPIs and consistently measure and track them

• Manage customer expectations and satisfaction effectively

• Build strong working relationships with Customer System Champions

• Independently transition low complexity customers from the implementation phase

• Guarantee contract compliance and accurate billing procedures

• Understand the measures of customer experience and loyalty (NPS, references, etc.)

• Maintain a thorough understanding of the internal customer organization, its political landscape, and stakeholder dynamics

• Exhibit comprehensive knowledge of customers’ business challenges and opportunities, and how our products and solutions can address them

• Identify potential opportunities for cross-selling and upselling

• Oversee the end-to-end management of cross-functional medium complexity enhancements following product-specific procedures

• Prepare change requests and Statements of Work for enhancements of small to medium complexity

• Display a solid understanding of revenue recognition and account metrics

⛳️ Requirements

• At least 1-3 years of experience in Marine Cargo Insurance, Logistics, or Logistics Software

• A minimum of 1-3 years of experience in a customer success-related role, interacting directly with customers

• Bachelor’s degree in a relevant field or equivalent professional experience

• Capability to produce clear, audience-specific, objective-focused written documentation (emails, PowerPoint presentations, Word documents, etc.)

• Strong analytical and critical thinking skills

• Proficiency in written and verbal English communication

• Effective time management skills, including planning, prioritization, and organization

• Ability to manage multiple priorities or tasks simultaneously

• Self-motivated and quick to learn

• Detail-oriented with a strong focus

• Active listening skills

• Proven ability to collaborate and work independently

• Flexible and adaptable to changing environments

• Skilled in expectation management

• Experience in project management

• Knowledge of process analysis, design, and management

• Strong business acumen

• Technical proficiency

• Acumen in software development

• Experience in change management

• Ability to present information clearly and effectively

• Competence in meeting facilitation and management

• Ability to engage in constructive disagreement while committing to decisions

• Willingness to travel up to 10%

🏝️ Benefits

• Health insurance

• Dental insurance

• Vision insurance

• 401(K) matching

• Paid maternity leave

• Paid paternity leave

• Disability insurance

• Open PTO policy

• Opportunities for professional development