Customer Success Manager

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

Job summary

CYGNVS is seeking a mid-senior level Customer Success Manager to enhance the success of our existing customers. This role involves managing relationships, optimizing customer experience, and collaborating with sales and solutions teams to drive revenue growth. The ideal candidate will be skilled in communication, customer retention strategies, and possess a strong understanding of SaaS technology.

Qualifications

• 5-6 years experience in Customer Success, Sales Engineer, or related field.
• Comfortable with SaaS technology and data.
• Strong analytical and quantitative skills.

Responsibilities

• Own customer relationships and advocate on their behalf.
• Drive customer retention and upsell opportunities.
• Provide regular status reports to stakeholders.

Skills

Verbal communication

Written communication

Analytical skills

Customer-first attitude

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.

Your 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

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