Customer Success Manager Montreal, QC, Canada

Connectngo; Montreal; On-site; CAD 80,000 - 90,000; Full time

Job summary

Join a dynamic and innovative company as a Customer Success Manager, where you'll empower clients to maximize their investment in cutting-edge attractions management software. In this role, you'll work closely with diverse clients, ensuring their success through tailored plans and proactive support. Collaborate with cross-functional teams to enhance customer experiences and drive product adoption. With a culture rooted in fun and innovation, this opportunity offers a chance to make a significant impact while enjoying a supportive work environment. If you're passionate about customer success and thrive in a fast-paced setting, this role is for you.

Benefits

4-day work week

Unlimited sick days

Paid birthday off

Comprehensive health benefits

Fitness allowance

Telemedicine

Employee assistance programs

Access to training and mentorship

Qualifications

• 5+ years of experience in Customer Success roles with SaaS focus.
• Strong communication and relationship-building skills with diverse clients.

Responsibilities

• Establish and execute tailored success plans for customers.
• Coordinate project execution for seamless deployment and product adoption.

Skills

Interpersonal Skills

Communication Skills

Relationship Building

SaaS Customer Support

Agile Project Management

Technical Discussion

Customer Success Tools

Bilingual (French and English)

Tools

Zendesk

Planhat

Job description

We are Connect&GO, a global tech leader providing attractions management software that empowers venues to create unforgettable guest experiences. We simplify operations and boost revenue while relentlessly focusing on customer needs. Our culture is built on innovation, fueled by fun and laughter. Join us as we challenge industry norms, drive value for our customers, and shape the future of attractions.

The Role

As a Customer Success Manager at Connect&GO, you will work proactively with customers to implement Connect&GO systems and ensure their objectives are met quarterly with our solutions. Your mission will be to drive customer engagement, adoption, satisfaction, and expansion, ensuring they derive value from their investment. You will partner with your accounts, ensuring smooth implementations, empowering customers with system knowledge for successful launches, and supporting the release of new features in coordination with the product & support teams.

Responsibilities

Success Planning & Project Delivery

• Establish and execute tailored success plans, including scope and deployment schedules.
• Coordinate project execution with onboarding & implementation specialists for seamless deployment.
• Define and drive key actions to ensure smooth onboarding and optimal product adoption.
• Maintain proactive communication with all stakeholders about progress, milestones, and risks.
• Identify and mitigate risks that could impact achieving business objectives.

Cross-functional Collaboration & Customer Advocacy

• Partner with internal teams to ensure high-quality, customized configurations during implementation.
• Advocate for customer needs and concerns across departments.
• Collaborate with the Product team to improve offerings based on customer feedback.
• Drive product adoption and support long-term expansion.
• Identify opportunities for account growth and share insights to support initiatives.
• Provide insights and recommendations to inform strategy and growth.

Process Improvement & Customer Success Operations

• Identify and escalate risks or issues impacting delivery or satisfaction.
• Contribute to new initiatives and best practices to improve satisfaction and efficiency.
• Recommend process improvements within Customer Success.
• Participate in planning and executing scalable CS processes.

What You Need to Be Successful

To excel, you should see the big picture, develop innovative strategies, and thrive in a fast-paced environment. You are proactive, resourceful, and an excellent listener.

• Strong interpersonal, communication, and relationship-building skills.
• Experience working with diverse clients and cross-functional teams.
• Background in supporting SaaS customers.
• Understanding of Agile project management and product development.
• Ability to discuss technical concepts with operational teams and C-level executives.
• At least 5 years of experience with Customer Success tools and Knowledge Management platforms (e.g., Zendesk, Planhat).
• Fluent in French and English.
• Valid driver’s license (asset).

*Note: This role involves travel, estimated at 40% of the year.

Montreal Pay Range

$80,000 - $90,000 CAD

Benefits

Work-Life Balance

• 4-day work week, unlimited sick days, paid birthday off, vacation during holidays.

Health & Wellness

• Comprehensive health benefits, fitness allowance, telemedicine, employee assistance programs.

Growth & Development

• Access to training, mentorship, and learning resources.

Company Culture

• Supportive, inclusive, transparent, innovative environment.

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