Customer Success Manager

NOVA ITHUB; Toronto; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to enhance customer engagement and drive satisfaction. In this pivotal role, you will manage a diverse portfolio of clients, ensuring they derive maximum value from the company's offerings. Your expertise in customer advocacy and relationship management will be crucial as you navigate challenges and develop strategic recommendations. Collaborating with cross-functional teams, you'll contribute to creating educational resources that empower customers. If you are passionate about fostering customer success and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 3+ years in a customer-facing role like Customer Success or Account Management.
• Strong knowledge of CRM tools and communication platforms.

Responsibilities

• Engage with customers to identify growth opportunities and provide recommendations.
• Educate customers on platform capabilities and best practices.

Skills

Customer Success Management

Account Management

CRM Tools (Salesforce)

Communication Platforms (Zendesk, Outreach.io)

Problem-Solving Skills

Organizational Skills

Tools

Salesforce

Google Sheets

Excel

Zendesk

Outreach.io

Job description

Job Title: Customer Success Manager (CSM)

Location: Toronto, Canada

Job Type: Full-time

Job Description: We are seeking a dynamic and proactive Customer Success Manager (CSM) to join our Customer Success team. In this role, you will manage a portfolio of existing customers, ensuring they maximize the value of our platform. You will act as a trusted advisor, educating customers on best practices, providing strategic recommendations, and driving long-term success. Additionally, you will collaborate with cross-functional teams to improve customer experience and contribute to the development of educational resources. Your ability to foster strong relationships, provide technical guidance, and advocate for customer needs will be key to success in this role.

Responsibilities:

• Proactively engage with customers to identify opportunities for growth, address challenges, and provide strategic recommendations.
• Manage multiple customer inquiries and ongoing tasks efficiently, responding to alerts and opportunities as they arise.
• Educate customers on platform capabilities, best practices, and use cases to help them achieve their goals.
• Build strong relationships with customers, increasing satisfaction, retention, and long-term revenue growth.
• Develop and deliver customer success strategies, including managing subscription renewals and adoption of additional products.
• Collaborate with marketing teams to create educational content and resources that enhance customer engagement.
• Advocate for customer needs by providing feedback to product, engineering, marketing, and other internal teams to drive improvements.

Skills:

• 3+ years of experience in a customer-facing role such as Customer Success, Account Management, or similar.
• Strong knowledge of CRM tools (e.g., Salesforce), spreadsheets (e.g., Google Sheets, Excel), and communication platforms (e.g., Zendesk, Outreach.io, etc).
• Ability to conduct structured and engaging customer meetings with a solution-oriented approach.
• Strong problem-solving skills and ability to navigate customer challenges with diplomacy and tact.
• Excellent organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Self-starter mentality, with the ability to work independently while receiving guidance from leadership.
• Customer advocacy mindset, with a proactive approach to issue resolution and strategic engagement.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  IT Services and IT Consulting

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