Customer Success Manager

Burroughs, Inc; Toronto; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

A leading company in technology solutions is seeking a Customer Success Manager for their Toronto location. This role focuses on ensuring customers realize value from their services through effective onboarding, relationship building, and managing contract renewals. Candidates should possess strong communication skills and have a background in customer success or related roles.

Qualifications

• Experience in customer success or related role.
• Strong knowledge of company products and services.
• Ability to maintain relationships with multiple stakeholders.

Responsibilities

• Coordinate onboarding processes for new customers.
• Manage customer renewals and negotiate contracts.
• Serve as primary contact for post-sales support.

Skills

Customer relationship management

Negotiation

Communication

Problem-solving

Education

Bachelor's degree in Business or related field

Job description

The Customer Success Manager (CSM) works with existing customers to ensure they realize value from their maintenance, support services, and subscriptions. They are responsible for the post-sale customer lifecycle, from onboarding to renewal of contracts or subscriptions. CSMs are members of the Customer Success team. This position can be a hybrid or remote opportunity for the Elmhurst IIL area.

CSMs proactively work with customers to ensure optimal utilization of products and services. They act as the primary post-sales contact and coordinate with cross-functional teams to ensure customer success.

They manage the commercial relationship, securing payments to renew support contracts and subscriptions. Customers are typically medium to large, with moderate renewal complexity and a high propensity to grow. Renewal signifies the customer's commitment to continue their relationship with the company.

The CSM primarily interacts via phone, occasionally visiting customers face-to-face. They are responsible for retaining revenue and growing it by expanding customer spend.

Essential Functions / Key Responsibilities:

Land Phase:

• Coordinate with the Transition Manager to ensure a successful handoff from sales to Customer Success.

Adopt Phase:

• Ensure effective onboarding to optimize time to value and revenue.
• Build relationships with influencers and decision-makers within customers.
• Maintain industry, business, and product knowledge relevant to assigned customers.
• Serve as a second-level escalation point to resolve issues and maximize satisfaction.
• Assist the account team to ensure seamless customer interactions.
• Communicate company messages and value propositions effectively.
• Review and manage contractual terms, including SLAs, governance, billing questions, and invoice disputes.
• Prepare content and deliver at business reviews with customers.

Renew Phase:

• Proactively prepare for contract and subscription renewals.
• Validate asset lists and prepare renewal quotes.
• Follow up with customers to ensure timely renewals and communicate value.
• Negotiate pricing and price increases.
• Use systems to track adoption, complete renewals, forecast, and report results.
• Prepare order packets for processing and invoicing.
• Track non-renewals and reasons for cancellations.
• Forecast renewal bookings and participate in reviews.
• Achieve or exceed renewal quotas.