Customer Success Manager

PRI Global; Vancouver; On-site; CAD 70,000 - 90,000; Full time

Job summary

PRI Global in Vancouver is seeking a Customer Success Manager to lead long-term relationships with Mastercard customers, drive onboarding, adoption, engagement, and retention of our cloud-based SaaS product.

You will translate customer needs into product requirements, collaborate with Sales, Product, Tech, Implementation and Support to ensure a consistently excellent customer experience.

Responsibilities

• Manage and develop long-term relationships with strategic customers, acting as the primary point of contact.
• Drive customer onboarding, product adoption, engagement, and retention across assigned accounts.
• Understand customer business needs and translate them into product and solution requirements.
• Partner with Sales, Product, Technology, Implementation, and Support teams to deliver a strong customer experience.

Job description

• Customer Success Management → managing Mastercard customers/clients, adoption, engagement, retention, and ongoing relationships.
• Commercial / contractual acumen → understanding contracts, renewals, pricing, commercial terms, SLAs, and potentially negotiations.
• SaaS product experience → working with customers around a cloud-based/software product, likely involving onboarding, implementation, adoption, and product value realization.
• Manage and develop long-term relationships with strategic customers, acting as the primary point of contact.
• Drive customer onboarding, product adoption, engagement, and retention across assigned accounts.
• Understand customer business needs and translate them into product and solution requirements.
• Partner with Sales, Product, Technology, Implementation, and Support teams to deliver a strong customer experience.