Customer Success Manager

Remotely; Remote; CAD 70,000 - 90,000; Full time

Job summary

A global tech company is looking for a passionate and organized Customer Success Manager to join its remote team. This role involves managing customer relationships to ensure success with their product and retaining clients throughout their lifecycle. Ideal candidates will have over 4 years of experience in customer-facing roles, strong project management skills, and exceptional English communication abilities. If you are proactive, detail-oriented, and have a genuine passion for customer satisfaction, we want to hear from you.

Qualifications

• 4+ years experience in customer-facing organizations.
• 2 years proven experience in project management.
• Strong empathy for customers.
• Exceptional communication skills in English.

Responsibilities

• Function as the customer advocate and provide internal feedback.
• Manage all post-sales activity through relationship-building.
• Ensure deployment and adoption plans are in place with customers.
• Identify churn risks and work to eliminate them.

Skills

Customer advocacy

Project management

Negotiation skills

Communication skills

Analytical mindset

Job description

We are currently seeking a passionate and organized Customer Success Manager to join our global team. This is a remote position for candidates based in the United States or Canada.

Customer Success in Ciloo

Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for a broad range of Customer Success activities (on-boarding, support, services, adoption, advocacy, retention, + more).

Responsibilities

• Function as the customer advocate and provide internal feedback on how we can better serve our enterprise customers

• Manage all post-sales activity for customers through strong relationship-building, product knowledge, planning, and execution

• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

• Ensure that a plan is in place with each customer for deployment, change management, and adoption programs

• Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes

• Track accounts to identify churn risk and work actively to eliminate that risk

• Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core architecture

• Simultaneously manage multiple customers who are at different points on the account lifecycle

• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Airtable proficiency

• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

Role-Specific Competencies

• 4+ years experience in customer-facing organizations

• 2 years proven experience in project management

• Ability to manage influence through persuasion, negotiation, and consensus-building

• Ideally, a combined background of post-sale and sales experience

• You have a track record of delivering value to complex enterprise customers with large employee bases

• Strong empathy for customers AND passion for revenue and growth

• Exceptional communication skills at all levels. High proficiency in written and spoken English

• Ability to prioritize tasks and manage time effectively.

• Self-motivated and proactive, with a flexible and adaptable approach.

• Detail-oriented, efficient, and honest with high integrity.

• Calm under pressure, with strong listening skills.

• Deep understanding of value drivers in recurring revenue business models

• Analytical and process-oriented mindset

• Demonstrated desire for continuous learning and improvement

• Enthusiastic and creative with the ability to inspire others

• Excellent team player who is solution-driven, not problem-driven.

More on Ciloo’s values and ways of working

• How we work

• Ciloo culture