Digital Customer Success Manager

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

📋 Description

• Oversee a diverse portfolio of clients spanning various segments and stages of their lifecycle.

• Enhance customer adoption, engagement, retention, value realization, and identify growth opportunities.

• Track customer health indicators, usage patterns, risks, and potential opportunities within the portfolio.

• Proactively identify accounts at risk and develop mitigation strategies.

• Assist in preparing for renewals and actively participate in retention strategies.

• Spot opportunities for customer growth and expansion when relevant.

• Ensure customers are achieving significant outcomes and deriving value from our solutions.

• Aid in defining and implementing our strategy for serving pooled customers on a large scale.

• Design and implement customer engagement initiatives such as webinars, office hours, enablement campaigns, lifecycle communications, adoption projects, and success content.

• Develop repeatable customer journeys, strategies, templates, and engagement methods.

• Utilize segmentation, automation, and customer insights to provide timely and appropriate engagement.

• Evaluate the effectiveness of programs and continuously refine them based on customer results and business impact.

• Assist in establishing a robust foundation for a scalable Customer Success model.

• Create and enhance playbooks, lifecycle strategies, health scoring systems, and customer segmentation methodologies.

• Identify areas for improving efficiency, consistency, and customer outcomes.

• Contribute to reporting, operational processes, and metrics of success.

• Collaborate with leadership to influence the evolution of Customer Success as the organization expands.

• Gather customer feedback, trends, friction points, and suggestions for product enhancements.

• Serve as the internal voice of the customer.

• Pinpoint customer advocates, references, and success narratives.

• Highlight customer insights that shape product direction and business decisions.

• Work closely with Product, Support, Sales, Marketing, and Professional Services teams.

• Coordinate initiatives for customer risk mitigation and success.

• Ensure a seamless and consistent customer experience throughout the lifecycle.

• Maintain precise customer data, engagement tracking, and documentation for accounts.

• Employ CRM tools, Customer Success platforms, and analytics to guide prioritization and decision-making.

• Effectively manage competing priorities in a high-volume setting.

• Utilize data and insights to recognize trends, opportunities, and areas needing intervention.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success within a SaaS environment.

• Proven track record in driving customer adoption, retention, and outcomes through a high-volume, pooled, digital or scaled customer portfolio.

• Experience in building or enhancing customer programs, processes, playbooks, customer journeys, or operational frameworks.

• Strong analytical skills and the ability to leverage data and insights to drive actions.

• Demonstrated experience in cross-functional collaboration to address customer and business challenges.

• Fully bilingual in English and French, with excellent written and verbal communication skills in both languages.

🏝️ Benefits

• Recurring hybrid work allowance

• Compensation that acknowledges your contributions

• 4 to 6 weeks of paid vacation annually

• 5 paid personal days each year

• A group RRSP / DPSP plan with employer contribution

• Comprehensive group insurance from day one

• An annual wellness allowance

• Access to the Lumino Health™ telehealth application

• Flexible work hours and additional perks.