Customer Success Manager

Customer Success Manager

Montreal, Quebec  - Permanent

Job Description

As a Customer Success Manager, you will be the point of contact for driving post-sale account activities, customer relationship development, and value delivery. You will provide strategic advisory services to maximize our customers' ROI in their solutions.

You will utilize your mix of industry knowledge, business strategy expertise, product knowledge, and account management experience to drive retention and expansion among our customers by understanding their business needs and helping them succeed through the deployment of innovative solutions.

You will:

•Work closely with Sales, Services and other Technical teams to ensure an exceptional customer experience
•Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
•Identify opportunities for growth and accelerate adoption of new solutions by helping prioritize projects and support activities that deliver the best ROI for our customers within the shortest timeframe
•Be the customer's voice and provide feedback to internal teams on how we can better serve our customers
•Collaborate with the Sales team from the proposal development stage through delivery and post-delivery to translate customer business and technical challenges into solutions based on Automat products & services
•Execute comprehensive engagement strategies that proactively maintains high customer satisfaction
•Perform periodic reviews like quarterly business review to confirm customer satisfaction, to highlight the ROI of the solutions, to share product roadmaps, to review the customer’s business and future needs
•Serve as the primary interface to manage and resolve any critical situations
•Collaborate with the Product Management and R&D teams to gather and synthesize customer feedback and insights and drive new product and services development
•Partner with the sales team to ensure retention and expansion opportunities are planned, forecasted and actioned as efficiently as possible
•Support the scalability of the customer success team through documentation, creation of work products and the development and optimization of processes
•Support regular communication with our customers to ensure key stakeholders (both internal and external) have a clear and current picture of the relationship (success tracking, performance metrics)

Must Have Skills:

•You have a minimum of 5 years of experience as a Customer Success Manager
•You have superb client-facing skills. You are enthusiastic, high energy, confident, self-motivated and a true team player
•You are comfortable collaborating with both technical and business teams
•You are perceptive and are emotionally intelligent, allowing you to create meaningful relationships with your colleagues as well as our customers
•You can influence the Product Management, Services, and Sales teams to “get things done”
•You excel in a fast-paced environment and have strong project management and communication skills (written, verbal, presentation)
•You are highly organized, collaborative and detail oriented
•You are comfortable in a start-up environment
•You have demonstrated the ability to adapt to new technologies and changing business requirements and business models
•You have the ability to interact with and develop relationships with a diverse group of customer personnel ranging from executives to middle managers to individual contributors.
•You have some knowledge of one or several of the following domains: beauty, retail, e-commerce, digital Ad
•You have the ability to understand and articulate technical concepts and derive solutions
•You have a good understanding of value drivers in recurring revenue business model


Starting: ASAP
Travel: 10%