Customer Success Manager

Seertech Solutions; Quebec; On-site; CAD 70,000 - 110,000; Full time

Job summary

Seertech Solutions is seeking a Customer Success Manager to steward a portfolio of enterprise customers in Canada, helping them maximize value from the Seertech platform, achieve strategic goals, and drive retention.

You will serve as a trusted advisor, coordinating with Sales, Professional Services, Product, Support, and Leadership to identify expansion opportunities and ensure measurable business impact year over year.

Qualifications

• 5+ years of Customer Success, Account Management, or Strategic Account Management experience within B2B Enterprise SaaS.
• Experience managing enterprise customer relationships.
• Excellent executive communication and presentation skills.
• Ability to manage multiple strategic accounts simultaneously.
• Strong discovery, questioning, and active listening abilities.

Responsibilities

• Develop deep relationships with executive sponsors, administrators, and stakeholders.
• Understand each customer's quarterly objectives and success drivers.
• Guide customers on platform adoption and best practices.
• Act as trusted advisor while balancing customer needs with Seertech's objectives.
• Conduct regular customer touchpoints with defined outcomes.
• Coordinate Executive Business Reviews (EBRs) annually or bi-annually.
• Coach customers on maximizing platform capabilities and business value.
• Monitor early warning signs and follow CS playbook processes.
• Capture customer feedback and influence product roadmap priorities.
• Support renewals and ensure customer advocacy.

Skills

French

Enterprise SaaS

Executive communication

Account management

Cross-functional collaboration

Job description

Join Seertech. Help the World's Leading Organizations Turn Learning into Business Performance - French Speaking a must.

At Seertech, we're redefining what enterprise learning can achieve.

We believe learning isn't the destination, performance is. That's why we've built one of the world's most configurable Learning Enablement Platforms, helping global organizations transform workforce capability, prove learning ROI, and connect learning directly to measurable business impact. From workforce enablement and compliance to partner education and training monetization, we help our customers solve mission-critical business challenges, not just deliver course completions.

Our customers don't choose Seertech simply because of our technology. They choose us because we become an extension of their team. We build lasting partnerships, provide strategic guidance, and help organizations continually evolve their learning ecosystems as their businesses grow. Our customer success and global team’s level of service is a competitive advantage.

We're looking for a Customer Success Manager who is passionate about creating meaningful customer results. You'll serve as a trusted advisor to a portfolio of enterprise customers, helping them maximize value from their investment, achieve their strategic goals, reduce risk, and uncover new opportunities to expand the impact of Seertech across their organization.

If you thrive on building executive relationships, translating business objectives into measurable success, and partnering with customers to drive long-term growth, we'd love to meet you.

About The Role

The Customer Success Manager (CSM) owns a portfolio of strategic customers following implementation and serves as their trusted business partner throughout their journey with Seertech. This is far more than an account management or support role.

As an extension of your customers' teams, you'll develop a deep understanding of their business priorities, guide platform adoption, proactively identify opportunities and risks, and help customers realize measurable business value from their investment YOY.

Working closely with Sales, Professional Services, Product, Support, and Executive Leadership, you'll deliver exceptional customer experiences that drive retention, advocacy, and long-term growth through expansion.

What You'll Do

Become a Trusted Advisor

• Develop deep relationships with executive sponsors, administrators, and technical/business stakeholders.
• Understand each customer's quarterly objectives, strategic initiatives, and success drivers.
• Guide customers on best practices and on going platform adoption.
• Act as the customer's trusted advisor while balancing customer needs with Seertech's business objectives.

Drive Customer Success & Adoption

• Conduct regular and proactively planned customer touchpoints with purposeful agendas and defined outcomes.
• Facilitate and coordinate Executive Business Reviews (EBRs) annually or bi-annually.
• Seek, support, nurture customers expanding adoption across new teams, business units, and use cases.
• Coach customers on maximizing platform capabilities and business value. Always showing, informing and educating.

Protect Customer Health

• Monitor and recognize early warning signs including reduced engagement, tone,organizational changes, stakeholder turnover, acquisitions, restructures, or declining platform usage to identify early warning signals.
• Follow escalation and CS playbook processes and collaborate internally to resolve issues quickly.
• Maintain high levels of customer trust through responsiveness, follow-through, and accountability.
• Communication and setting proper expectations. The good news and the bad news.

Customer Success plays an important role in revenue growth, while this is not a sales role that works on variable comp, our global customer success teams are the eyes and ears of the organization.

You’ll actively listen for opportunities including:

• Additional expansion into other business units
• Partner or customer training initiatives
• Reporting and analytics projects
• Promoting Integrations & Interoperability
• Accelerated enhancements

Qualified opportunities will be partnered with our Sales team and compensated via bonus structure.

Champion the Voice of the Customer

• Capture meaningful and actionable customer feedback.
• Partner with Product and Engineering to influence roadmap priorities.
• Advocate for customer needs while maintaining alignment with company priorities.
• Ensure customer enhancement requests are progressing appropriately.
• Collecting solid, clear business requirements so we can deliver effectively.

Create Customer Advocacy

• Partner with marketing and develop customer spotlight pipeline
• Ensure >90% reference rate for your book of business
• Encourage participation in customer advisory boards, programs and events
• Share best practices across the customer community
• Involve leadership when customers need support to internally advocate Seertech

Support Renewals

Working alongside global and regional leadership, you'll begin renewal planning approximately 6 monthsbefore contract expiration by:

• Reviewing customer health
• Strategically pre-planning EBRs before renewals
• Identifying renewal risk/opportunity
• Coordinating internal stakeholders
• Preparing customers for successful renewals

As you grow in the role, you'll gain increasing ownership of the renewal process.

Continuously Learn

Our platform evolves constantly, and so should we.

You’ll stay current on:

• New product releases
• Platform capabilities- Foundations Certification
• Customer success stories
• Learn and deliver a product demo

What You’ll Bring

Required Qualifications

• .5–7+ years of Customer Success, Account Management, or Strategic Account Management experience within B2B Enterprise SaaS.
• Fluent in French
• Experience managing enterprise customer relationships.
• Excellent executive communication and presentation skills.
• Strong discovery, questioning, and active listening abilities.
• Experience conducting Executive Business Reviews.(QBRs)
• Ability to manage multiple strategic accounts simultaneously.
• Strong organizational and time management skills.
• Comfortable working cross-functionally across Leadership, Sales, Product, Professional Services, and Support.

Preferred

• Experience with Learning Management Systems (LMS), HR Technology, or EdTech
• Experience supporting complex enterprise software implementations.
• Understanding of customer adoption strategies and customer health methodologies.
• Business Analyst Skills (Business requirement gathering)

The Skills That Will Make You Shine

You are someone who:

• Builds Trust & Confidence Quickly.
• Cross-Functional Collaboration
• Humility- Willingness To Learn (No matter your experience)
• Active Listening - Risk & Opportunity Management
• Communicates Well (internally and externally)
• Confidence & Clarity.
• Business Acumen
• Keen Time Management & Organization
• Naturally Curious & Inquisitive
• Business Analyst Skills (Requirement Gathering