Customer Success Manager

RPMGlobal; Vancouver; On-site; CAD 70,000 - 110,000; Full time

Job summary

RPMGlobal is seeking a Customer Success Manager to enhance the engagement of our enterprise software customers. This role focuses on building relationships, addressing customer needs, and driving product adoption and revenue growth within the mining industry. The ideal candidate will have at least 3 years of experience in a related field and a strong commitment to customer satisfaction.

Qualifications

• 3+ years in customer success or account management, preferably in B2B.
• Proven track record of driving customer satisfaction.
• Legally entitled to work in Canada.

Responsibilities

• Build and maintain strong relationships with customers.
• Identify upselling and cross-selling opportunities.
• Ensure smooth customer onboarding and product adoption.

Skills

Customer service

Account management

Sales

Communication

Problem-solving

Data analysis

Education

Bachelors degree in business, marketing, or a related field

Tools

CRM software

Job description

RPM is seeking a Customer Success Manager (CSM) to engage directly with our valued enterprise software customers and help them get the most out of the products. This role will proactively talk with end users and license holders to help ensure the best possible experience using our software and working with our business. The Customer Success Manager will advocate for our customers and will work closely with RPM software sales, support, and consulting teams.

You will be responsible for managing and nurturing relationships with our customers, ensuring they receive maximum value from our products and services. You will work closely with customers to understand their needs, provide solutions, and identify opportunities for upselling and cross-selling. This role requires a blend of customer service, account management and sales skills. You will have strong commercial acumen with the ability to identify opportunities for expansion within existing customers. You will play a crucial role in ensuring customer satisfaction, driving product adoption, and contributing to revenue growth.

This is a permanent full-time role based out of Vancouver or Calgary.

Key Responsibilities

• Build and maintain strong, long-lasting relationships with assigned customers.
• Serve as the primary point of contact for customer inquiries, issues, and escalations.
• Conduct regular check-ins and business reviews to assess customer satisfaction and product usage.
• Identify upselling and cross-selling opportunities within the existing customer base.
• Collaborate with the sales team to develop strategies for expanding product adoption and usage.
• Assist customers in the onboarding process, ensuring a smooth transition and effective product adoption.
• Provide training and resources to help customers fully utilize our products and services.
• Act as a customer advocate, understanding their needs and representing their interests within the company.
• Gather and relay customer feedback to internal teams for product improvements and feature requests.
• Work closely with cross-functional teams, including sales, marketing, product, and support, to ensure a cohesive customer experience.
• Communicate effectively with customers and internal stakeholders to resolve issues and provide timely updates.

About You

You will have :

• Bachelors degree in business, marketing, or a related field.
• Experience in software, mining or related industry.
• 3+ years of experience in customer success, account management, or sales, preferably in a B2B environment.
• Proven track record of driving customer satisfaction.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving skills and a proactive approach to addressing customer needs.
• Ability to analyse data and generate insights to inform customer strategies.
• Proficiency in CRM software and other relevant tools.
• Legally entitled to work in Canada.

About RPM

RPMGlobal is the mining industrys leading advisory and consulting, enterprise technology and training provider and has been at the forefront of change and innovation in the mining industry for over 50 years.

We advance the mining industry towards a safer, more efficient, and more sustainable future through the delivery of innovative software solutions and deep domain mining expertise. Guided by our underlying principles of mining expertise, innovation, and sustainability, we strive to create safer and more efficient operations for our mining customers.

Our focus on providing advanced mining advisory and consulting, enterprise technology, and training across the mining lifecycle enables us to guide customers through the industry's current and emerging challenges worldwide. This includes helping them meet the shift in social norms and consumer and investor ESG-related expectations.

Please, no agencies or recruiters.

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