Senior Customer Success Manager

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

📋 Description

• Oversee a portfolio of key enterprise clients and act as the main point of contact for Customer Success throughout the customer journey.

• Lead initiatives for success planning that align customer objectives, key stakeholders, potential risks, milestones, and measurable results.

• Establish and nurture relationships with executive-level, business, and technical decision-makers.

• Propel product adoption and value realization through tailored success and adoption strategies for each customer.

• Recognize and facilitate opportunities for expansion that align with customer priorities and business goals.

• Collaborate with Sales, Professional Services, Support, Partner teams, and other internal stakeholders.

• Conduct executive business reviews, strategic planning sessions, and customer engagement focused on outcomes.

• Keep precise records of customer health, engagement metrics, business value, and account planning details in Customer Success platforms and CRM systems.

• Develop a thorough understanding of Varicent solutions, Customer Success methodologies, strategic customer portfolios, and the Platinum Advantage Program.

• Evaluate success plans, business priorities, renewal schedules, and growth opportunities.

• Act as a strategic advisor and coordinate internal and external stakeholders to successfully execute complex customer programs.

⛳️ Requirements

• Proven experience managing enterprise or strategic customer relationships in a SaaS, technology, or business application context.

• Background in leading discussions with executive stakeholders and forging relationships at various levels within customer organizations.

• Track record of success in driving customer adoption, retention, value recognition, or achieving business objectives.

• Skilled in identifying opportunities for account growth, expansion, renewals, or customer development.

• Ability to align customer business goals with technology solutions and measurable impacts on business performance.

• Strong project coordination, stakeholder management, and problem-solving capabilities across complex projects.

• Experience working collaboratively with cross-functional teams to deliver customer results.

• Bachelor's degree in Business, Information Technology, Finance, or equivalent professional experience.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance customized to meet local needs.

• Paid time off (PTO) and recognized public holidays.

• Allocated volunteer days for community engagement.

• Ignite Days dedicated to ongoing growth, skill enhancement, and professional education.

• Opportunities for bonuses and commissions for eligible sales positions.

• Retirement savings plans available.

• Tuition assistance for ongoing education and professional development.

• Flexible remote and hybrid work options available in most regions.