Customer Success Manager - 25187D - Capital Markets

Enverus; Calgary; Hybrid; CAD 60,000 - 100,000; Full time

Job summary

This innovative firm seeks a Customer Success Manager to champion customer engagement and retention. You will play a pivotal role in enhancing customer satisfaction and driving value through effective communication and relationship building. With a focus on project management and customer insights, you will collaborate with both customers and internal teams to ensure success. Your expertise in managing SaaS solutions in financial sectors will be crucial as you navigate challenges and foster partnerships. Join a dynamic team that values proactive problem-solving and customer-centric strategies, making a significant impact in the industry.

Benefits

Medical

Vision

Employee Assistance Program (EAP)

Qualifications

• 5+ years in a customer-facing sales or technical role.
• Experience managing SaaS solutions in finance sectors.

Responsibilities

• Build strong relationships with strategic customers and internal teams.
• Manage multiple customer requests and prioritize effectively.
• Deliver results on goals with attention to detail and timeliness.

Skills

Persuasive communication skills

Project management

Change management

Customer relationship building

Negotiation skills

Problem-solving

Education

Bachelor’s degree in a technical discipline

Master’s in a business-related field

Job description

Customer Success Manager - 25187D - Capital Markets

Customer Success Manager - Capital Markets

Why YOU want this position
The Customer Success Manager will champion the customer throughout the engagement lifecycle, enabling them to get the best value from Enverus' software and solutions. This role focuses on customer retention and driving our Net Promoter score to a world-class level. The individual will ensure that, through technology solutions, our Account Managers focus on the right activities to deliver the value our solutions provide.

Are you ready to roll up your sleeves, learn something new every day, and build a world-class Customer Success team? Then this role is for you!

The CSM acts as a catalyst for Enverus' operational and strategic priorities through effective measurement, analysis, and reporting of customer health and value. Persuasive communication skills, both written and verbal, are vital. The ability to draft problem statements and suggest solutions is central to the role. Proactive organization, follow-up, and escalation when service levels are not met are expected. Knowing how to engage the right people to resolve issues is essential. Building relationships across all levels of the company and the customer's team is required.

This role is based in Houston, Denver, or Calgary - hybrid work environment.

Primary Responsibilities

1. Build strong, trusted relationships with strategic customers, sales, and internal teams.
2. Extensive project and change management experience with sales processes.
3. Understand the value drivers influencing customer decisions regarding Enverus products and services.
4. Proactively offer tailored advice and industry insights to customers and sales teams.
5. Provide feedback to streamline service and product delivery.
6. Maintain ongoing, two-way dialogue with customers to improve engagement and usage.
7. Develop trusted relationships within leadership to communicate customer needs and value of services/products.
8. Manage and execute Customer Success programs to achieve metric improvements.
9. Foster partnerships with representatives to evaluate and suggest product/service expansions.
10. Deliver results on goals with attention to detail and timeliness.
11. Manage multiple customer requests effectively, including prioritization and timeline management.
12. Correlate improvements with customer health and NPS satisfaction results.
13. Build relationships with management and executive clients, effectively managing expectations.
14. Show humility by prioritizing customer issues and perspectives.
15. Help others improve through hands-on assistance, teaching, and leadership.
16. Utilize negotiation skills to influence product growth and market expansion.
17. Forecast account portfolios regularly to sales leadership.

Requirements

• 5+ years in a customer-facing sales or technical role.
• Experience managing SaaS solutions, preferably in Investment Banking, Hedge Funds, Private Equity, or Financial Analysis.
• Bachelor’s degree in a technical discipline; a Master’s in a business-related field is a plus.
• Strong support and onboarding management experience, with a proven ability to build a high-performing team.
• Goal-oriented, proactive, and able to remain calm under pressure.

Enverus offers comprehensive benefits including:

• Medical
• Vision
• Employee Assistance Program (EAP)