Customer Success Manager

Intouch Insight; Ottawa; On-site; CAD 45,000 - 55,000; Full time

Job summary

Intouch Insight is seeking a Customer Success Manager to guide onboarding, implementation, training and ongoing adoption of our services and product suite for multi-location brands across North America.

You will own post-sales relationships, coordinate across teams, and help customers realize value through insights, driving renewals and potential upsell while managing invoices and project timelines.

Qualifications

• Bachelor’s degree in a relevant field or equivalent experience.
• 3+ years of experience in Customer Success Management, Client Management or Project Management.
• Detail-oriented with high-quality output.
• Proven ability to proactively contribute value in a team environment.
• Proficiency with MS suite, Google suite, CRM tools, and AI tools.
• Experience with customer-facing software solutions is preferable.
• Industry-specific experience or retail experience is an asset.
• French is an asset.

Responsibilities

• Own the customer relationship post sales.
• Develop a trusted advisor relationship with customers.
• Provide appropriate business outcomes to ensure the achievement of customer goals.
• Ensure customers receive value through business insights not just data.
• Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success.
• Appropriate level of client engagement as per Intouch’s client classification.
• Manage Hubspot as appropriate.
• Effectively manage monthly customer invoicing in a timely manner.
• Forecast customer volumes and track monthly project achievements.
• Complete contract renewals, as applicable.
• Proficiency in market research principles and concepts.

Skills

Customer lifecycle management

Data-driven insights

CRM tools proficiency

MS/Google suite

Team collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Hubspot CRM

MS Office

Google Workspace

AI tools

Job description

Intouch Insight has been helping multi-location brands across North America turn customer feedback and operational data into action since 1992. We've built our reputation on our range of customer experience measurement services and software products, which are trusted by hundreds of North America's most-loved brands, including well-known names in restaurants, retail, grocery and convenience.

The opportunity

We are looking for a Customer Success Manager (CSM) to join our team.As a CSM, you show our clients Customer Experience done right, by guiding them through the process of onboarding, implementation, training, and on-going adoption of our services and product suite.As part of the Operations team, you work collaboratively across the organization to ensure on-time delivery of programs.

A hands-on approach will enable you to work confidently within our North American team, learning about an ever-developing suite of services and products, and translating that knowledge to consistently provide real customer value.

Responsibilities and Duties

Overall Responsibilities:

• Own the customer relationship post sales
• Develop a trusted advisor relationship with customers
• Provide appropriate business outcomes to ensure the achievement of customer goals
• Ensure customers receive value through business insights not just data
• Act as a customer advocate within the company and communicate effectively with internal and external stakeholders to ensure customer retention and customer success
• Appropriate level of client engagement as per Intouch’s client classification
• Manage Hubspot as appropriate
• Effectively manage monthly customer invoicing in a timely manner
• Forecast customer volumes and track monthly project achievements.
• Complete contract renewals, as applicable
• Proficiency in market research principles and concepts

Customer Intake:

• Complete full range of onboarding functions and duties
• Complete presentations and trainings of our product suite
• Collaborate with the customer and internal team in development of market research questionnaires using market research best practices
• Maintain and own project timelines
• Determine client reporting needs and assist in creating custom dashboards and reports as needed

Ongoing Customer Journey:

• Educate customers on continuous platform improvements
• Promote cross-platform usage of products to find opportunities for upsell/cross sell
• Increase revenue of current client portfolio
• Other duties as appropriate to represent our Vision, fulfill our Mission, and live by our Values and guiding principles.

Qualifications, Skills & Attitudes:

• Bachelor’s degree in a relevant field or equivalent experience
• A minimum of 3+ years of experience in Customer Success Management, Client Management or Project Management
• Detail-oriented and demonstrated commitment to high-quality output
• Demonstrated ability to proactively contribute value in a team environment.
• Proficiency with MS suite, Google suite, CRM tools, experience with AI tools.
• Experience with customer-facing software solutions is preferable
• Industry-specific experience or retail experience is an asset
• French is an asset

Salary $45,000-$55,000 (based on relevant experience), plus benefits

Intouch Insight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Intouch welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please contact [e-mail]