Senior Customer Success Manager

Envisio Solutions Inc.; Canada; On-site; CAD 80,000 - 90,000; Full time

Job summary

A dedicated technology solutions company in Canada seeks a Senior Customer Success Manager to motivate and guide customers through digital transformation. This role involves driving customer engagement and retention, managing a customer base, and collaborating with various teams to ensure success. Ideal candidates will have over 4 years of SaaS experience and excellent communication skills. This position is key in fostering meaningful relationships and promoting purpose in public service.

Qualifications

• 4+ years experience as a Customer Success Manager or Account Management/Sales.
• Experience in a SaaS company, ideally in GovTech.
• Ability to work with executive leadership.

Responsibilities

• Build meaningful relationships with customers through various business reviews.
• Drive adoption, growth, and reduce churn.
• Partner with customers to develop meaningful long-term plans.
• Guide customers to mature in their management of strategic plans.

Skills

Customer relationship building

Analytical skills

Written and oral communication

Organizational skills

Results-oriented mindset

Job description

About the role

We are looking for an experienced Senior Customer Success Manager (CSM), who can motivate, coach, and steer customers through a digital transformation to achieve their goals. The Sr. CSM is accountable for the success of their customer base, and is well supported by all departments across Envisio. Our most successful CSMs retain customers and help them grow. They are excellent relationship builders, motivate customers to take action on the recommendations they make, have an acute sense for what customers need, and pull in the right experts at Envisio to fulfill those needs.

Our customers are leadership teams in publicly funded / publicly accountable organizations (local governments, school districts etc.). They are highly dedicated teams responsible for big impact strategic initiatives. If you have experience working with senior leadership, have worked with governments, and/or have SaaS experience, we want to hear from you. This is a role that offers the intrinsic value of purpose and meaning in what you do - by helping publicly accountable organizations build trust with communities.

Key responsibilities

• Build meaningful, multi-threaded relationships at Envisio’s customers through quarterly business reviews, annual executive reviews, engaging emails, and in-person meetings (when appropriate)
• Manage a customer base to drive adoption, drive growth, increase revenue, and reduce churn
• Partner with customers to develop meaningful plans that fuel their long term goals
• Partner with Implementation Consultants to ensure a seamless transition from Implementation to Adoption
• Analyze engagement data and research what customers need, in order to make quality recommendations during quarterly business reviews
• Guide and enable customers to transform (to mature) over time how they manage their strategic plans and performance measurement, through the use of Envisio’s software and professional services
• Upsell products and services to customers that enable them to mature and grow, leveraging our internal Performance Coaches
• Celebrate goal achievement
• Encourage training and webinar attendance for continued growth
• Conduct renewals management on time
• Generate customer referral lead opportunities for Sales
• Work with the Product Team to champion customer insights and stories, shaping future product improvement
• Share Customer Success stories across the organization so they can be told to the Envisio community through stories, webinars, case studies, and blog posts

Key performance measures

1. Customer Retention - annual revenue retention
2. Upsells
3. Customer Referral Lead Generation

About you

You are fun, enthusiastic and aching for a role where your work makes a difference in the lives of others. You are a proactive relationship builder with a proven ability to cultivate deep and meaningful relationships with your teams and clients. You’re not afraid to talk but your real skill is listening.

• 4+ years experience as a Customer Success Manager, may include some years as Account Management / Sales
• Experience in a SaaS company; ideally GovTech
• You have a passion for public service
• Impeccable written and oral communication skills; you’re talking to our customers
• Confident working with executive leadership at the customer
• Analytical; you leverage data in all of your decision making
• Highly organized; your calendar reminders have calendar reminders
• Results oriented; you always have your next goal in mind, and a plan to get there
• Willing to travel up to 4 times a year

About Envisio

We’re on a mission to build trust. Trust between publicly accountable leaders, their staff, and their external stakeholders. We’re a team of dedicated, friendly people working together to build something special. We were recently named 2020 Top 10 GovTech International companies. We’re passionate about building deep, personalized relationships with our customers to help them build safe and thriving communities. We’re proud of our solution, our inclusive team and our transparent, high-performing culture. If you’re looking for a fulfilling environment to grow professionally and personally, we think you’ll like it here.