Customer Success Manager

About the Role

The Customer Success Manager role plays a key role in driving strategic customer success initiatives. Responsible for fostering long-term relationships, this role involves conducting business reviews, addressing escalated issues, and collaborating with cross-functional teams to maximize customer satisfaction and revenue growth.

Key Responsibilities

Strategic Account Management

• Develop and execute account plans to ensure customer success and identify growth opportunities.
• Own customer onboarding, ramp, and full life cycle achievement including contract renewal.
• Find upsell, cross sell, and expansion opportunities and win additional business.
• Maintain weekly updates reviewing Customer Stories, Opportunities, Onboarding progress, At Risk Account, and Churn.

Customer Advocacy and Issue Resolution

• Serve as the primary contact for escalated issues, collaborating internally to resolve challenges.
• Collaborate with stakeholders across all departments to solve complex customer issues.
• Perform Quarterly Business Reviews to proactively address challenges and advocate for new products and services for customers.

Performance Metrics

• Conduct an average of 5-8 proactive meetings per week with your book of business.
• Document and utilize Hubspot to track customer interactions.
• Measurably increase B2B revenue and margin as it relates to company objectives on a quarterly basis.

Customer Retention and Growth

• Implement strategies to reduce churn and enhance loyalty.
• Utilize data to analyze and track potential churn targets and create a mutual plan of success to maintain customer satisfaction.

Key Requirements

• Proven success in customer success, account management, or a related field, demonstrating a track record of successful customer engagement.
• Showcased effectiveness in strategic account management.
• Adept analytical and problem-solving skills.
• Effective communication and presentation abilities.
• Experience advocating for customers at an executive level within the organization.
• Demonstrated ability to collaborate effectively with various departments for overall business success.
• Demonstrated success in driving customer growth through expansion initiatives.
• Working experience with SaaS products and the background check industry (preferred).
• Certifications in customer success or customer support (preferred).
• College or university degree or equivalent work experience.
• Candidates must be currently located in and legally authorized to work in Canada. This role may require occasional travel to meet with clients.

If you meet most, but not all, of the qualifications listed above, we still encourage you to apply. We recognize that strong candidates come from a wide range of backgrounds and experiences, and we value the diversity of perspective that brings.