Senior Customer Success Manager

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

📋 Description

• Take ownership of and expand a strategic portfolio worth over $2M.

• Ensure customer retention, growth, and long-term success.

• Develop and maintain executive-level relationships.

• Promote customer advocacy, adoption, and opportunities for expansion.

• Offer strategic guidance throughout onboarding, integrations, platform configurations, and ongoing engagement.

• Serve as a trusted advisor by leveraging data-driven insights to assist customers in achieving their business goals.

• Enhance customer health by showcasing value, identifying and addressing risks, managing escalations, and implementing retention strategies.

• Foster cross-functional collaboration with Product, Sales, and Support teams.

• Identify and pursue upsell and expansion opportunities.

• Represent customer needs while balancing overall business objectives.

• Act as a subject matter expert in procurement, accounts payable automation, and spend management.

⛳️ Requirements

• Minimum of 5 years of Customer Success experience in the SaaS sector.

• Proven track record in managing and growing a high-value portfolio.

• Demonstrated ability to build executive-level relationships and influence within customer organizations and internal teams.

• Experience in leading implementations, rollouts, and change management initiatives involving multiple stakeholders.

• Capacity to navigate ambiguity and adapt to evolving cultural environments.

• Ability to collaborate cross-functionally with Product, Sales, and Support teams.

• Comfortable handling escalations and transforming challenges into growth opportunities.

• Strategic, data-driven mindset with the capability to identify risks and opportunities for retention and expansion.

• Exceptional communication, negotiation, and presentation abilities.

• Customer-centric approach combined with a problem-solving mindset.

• Experience in procurement, accounts payable automation, or fintech industries is an advantage.

• Maintain a current LinkedIn profile and update it upon joining.

🏝️ Benefits

• Flexible working hours.

• Option to work remotely from anywhere in Canada.

• Unlimited responsible time off.

• Comprehensive health, vision, and dental benefits.

• Employee Assistance Program (EAP).

• Health and wellness spending account.

• Regular volunteer days.

• Donate Your Day program.

• Educational lunch and learns.

• Stock options.

• Initiatives promoting diversity, equity, and inclusion.