Customer Success Manager

CYGNVS; Ontario; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A tech company in Ontario seeks a Customer Success Manager to develop trusted relationships with existing customers and drive revenue growth. The ideal candidate has 5-6 years of relevant experience in the SaaS industry and excels in communication and analytical skills. This full-time role involves managing customer relationships, driving platform adoption, and ensuring customer satisfaction in a hybrid work environment.

Qualifications

• 5-6 years as a Client Manager or related field in SaaS.
• Experience with customer retention and upsell is essential.
• Ability to articulate technology and product positioning.

Responsibilities

• Own customer relationships and advocate for them internally.
• Manage retention and expansion of a book of business.
• Facilitate customer journey through various support touch-points.

Skills

Customer retention

Communication skills

Analytical skills

Team collaboration

Detail-oriented

Education

Bachelor’s degree or equivalent

Tools

HubSpot

Office 365

Job description

Our Customer Success Manager is responsible for the success of CYGNVS’s existing customers by developing trusted relationships within accounts, continuously driving value for our customers and net dollar revenue retention.

We are looking for a collaborative, self-motivated, and highly skilled candidate to drive revenue growth across a set of existing customers and own the customer relationship.

The successful candidate will work with the solutions architects, sales, and client experience teams to provide a fulfilling experience to our customers.

For this role, you are closely based in the Greater Toronto Area (GTA) and able to work in a hybrid environment, approximately 2-3 times a week in the office.

Our Responsibilities

• Own customer relationships and act as an internal advocate on their behalf.
• Build, manage, and optimize our customer experience - Drive usage and adoption of the CYGNVS platform.
• Manage the retention and expansion of a book of business.
• Collaborate with the Sales team to ensure a seamless transition from prospect to customer.
• Facilitate the customer’s product journey through support touch-points; including business reviews, identifying upsell / cross-sell opportunities, and providing recommendations on best practices.
• Conduct client outreach and manage customer expectations to drive customer retention and growth.
• Utilize customer feedback and data to identify potential risk and use your curiosity and business acumen to mitigate churn.
• Understand your customers’ requirements and their level of adoption of the CYGNVS platform to proactively assess risk in upcoming contract renewals.
• Provide regular status reports to stakeholders on progress against established goals and manage account escalations.
• Support the successful delivery of projects by providing technical direction and guidance and coordinating development oversight.
• Provide feedback to senior leadership and product team on feature requirements, value proposition, and competitive data.

Our Ideal Candidate

• Bachelor’s degree or equivalent.
• At least 5-6 years as a Client Manager, Customer Success Manager, Sales Engineer, Solution Consultant, Account Manager, or related field in the SaaS and / or enterprise software industry.
• Previous experience with customer retention and upsell is a MUST.
• Excellent verbal and written communication skills, with an ability to work in a team environment.
• Keen attention to detail.
• Able to clearly and concisely articulate technology and product positioning to both business and technical users.
• Comfortable with SaaS technology and data.
• Enjoys interacting with customers and clients, customer-first attitude.
• Familiarity with HubSpot, Office 365.
• Strong analytical and quantitative skills.
• Previous Cyber or Security technology experience a plus.
• Thrive in a startup environment and able to take initiative with limited precedent and supervision.

Seniority level Mid-Senior level

Employment type Full-time

Job function Customer Service, Marketing, and Business Development

Industries Computer and Network Security, Software Development, and Technology, Information and Media