Strategic Customer Success Manager

This is a fully remote position, open to applicants in United States, +4 more locations.

📋 Description

• Oversee a portfolio of site-based or multisite accounts.

• Ensure clients achieve their desired outcomes and realize value from subscription and service agreements.

• Promote the adoption of technology and services, timely renewals, and growth in Annual Recurring Revenue (ARR).

• Manage the ARR objectives linked to contracts and software subscriptions.

• Lead the onboarding, adoption, expansion, and renewal processes utilizing CRM and data analysis tools.

• Convert data and insights into customer value, leading to increased contracts and subscriptions.

• Conduct Executive Business Reviews with primary customer contacts.

• Collaborate with sales and business leaders to uncover new contract opportunities.

• Provide feedback from the portfolio team to ensure customer insights shape service offerings.

• Report to the Team Lead or Regional Manager and travel to customer locations as required.

⛳️ Requirements

• A Bachelor's degree is required.

• For U.S. applicants, legal authorization to work in the U.S. is necessary; the employer will not sponsor individuals for an employment visa for this position, either now or in the future.

• Willingness to travel 10-20% of the time.

• A minimum of 2 years of experience in a customer-facing role within a commercial or sales environment.

• Proven experience in increasing annual recurring revenue.

• Proficiency with Gainsight and PowerBI.

• Experience working within a matrix organization.

• Relevant work experience in the manufacturing or automation sectors.

🏝️ Benefits

• Comprehensive health insurance including medical, dental, and vision coverage.

• 401k retirement plan.

• Paid time off.

• Parental and caregiver leave.

• Flexible work schedule, allowing collaboration with your manager to create a balance with personal life.

• Health Care Spending Account (HCSA – dependent on the selected plan).

• Employee Assistance Program (EAP).

• Retirement plans.

• Paid time off for volunteering.

• Employer savings plan matching (includes RRSP, TFSA, and EPSP).

• Employer-funded defined contribution pension plan.

• Maternity and parental leave top-up.

• Fitness reimbursement program.