Intermediate Customer Success Manager, CSM

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

📋 Description

• Act as the main point of contact for designated accounts.

• Establish trusted relationships with key stakeholders in operations, engineering, finance, and leadership.

• Proactively engage with customers through product updates, business reviews, and ongoing discussions about value.

• Promote the adoption of essential Total ETO features, particularly those that enhance operational efficiency.

• Assist customers in optimizing their use of Total ETO by suggesting process enhancements, reporting, and workflow improvements.

• Monitor customer communication, activity, and health using HubSpot.

• Conduct customer webinars that enhance product knowledge and foster community engagement.

• Collaborate and/or coordinate with finance on renewals and risk management for assigned accounts.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, or a related customer-facing role in SaaS.

• Proven experience managing a portfolio of accounts with renewal responsibilities.

• Excellent communication and relationship-building skills.

• Ability to comprehend and articulate technical or operational concepts effectively.

• Experience in ERP systems or manufacturing settings, particularly engineer-to-order.

• Familiarity with financial workflows, including AP/AR, integrations, and reporting.

• Proficient in using CRM and Customer Success tools (e.g., HubSpot, Autotask).

• A valid passport is required for international travel.

🏝️ Benefits

• Opportunities for professional development.

• Flexible work arrangements.