Sr. Customer Success Manager

Visier Inc.; Vancouver; Hybrid; CAD 107,000 - 130,000; Full time

Job summary

An innovative company is seeking a Senior Customer Success Manager to enhance customer experiences and drive value realization. This pivotal role involves managing client portfolios, building strategic relationships, and collaborating with cross-functional teams to ensure satisfaction and loyalty. The ideal candidate will have a strong background in SaaS and customer relationship management, with a knack for understanding client needs and delivering actionable insights. Join a dynamic team dedicated to transforming the HR landscape through data-driven solutions and enjoy the flexibility of hybrid or remote work options.

Qualifications

• Strong experience in customer success management within SaaS environments.
• Ability to build exceptional relationships and manage customer expectations.

Responsibilities

• Manage a portfolio of customers to ensure satisfaction and value realization.
• Build strategic account plans and consultative relationships with clients.

Skills

Customer Relationship Management

SaaS Experience

Emerging Technology Adoption

Communication Skills

Detail-oriented

Problem-solving

Networking

Human Resources Knowledge

Education

Bachelor's Degree

Tools

HR Information Systems

Business Intelligence Tools

Job description

Visier is the global leader in AI-powered people analytics, workforce planning, and compensation management solutions, helping organizations gain a Workforce AI Edge. With over 60,000 customers in 75 countries, including enterprises like BASF, Panasonic, and Ford Motor Company, we empower businesses to understand the relationship between people and work, adapt faster to change, and drive better outcomes.

Backed by leading investors and valued at $1B, Visier is at the forefront of transforming the HR landscape through innovation and data-driven insights. Join us in our mission to unlock the business-transforming potential of people data.

At Visier, the mission of the Senior Customer Success Manager (Sr. CSM) is to deliver an exceptional customer experience throughout the post-sales journey. Responsible for managing a portfolio of accounts, the Sr. CSM leverages deep product knowledge and a practitioner’s perspective to align account strategy with measurable business outcomes. This role is pivotal in building and nurturing strong client relationships to ensure high levels of satisfaction and long-term loyalty.

As a trusted advisor on use cases, product capabilities, and talent management best practices, the Sr. CSM partners closely with Sales to define success metrics and ensure customers realize maximum value from the Visier platform. Acting as the “quarterback” of the post-sales experience, the Sr. CSM collaborates with cross-functional teams, engages stakeholders across the customer’s organization, and proactively identifies opportunities and risks—delivering strategic recommendations that drive product adoption, optimization, renewal, expansion, and advocacy.

We are open to candidates located anywhere in Canada, with the option to work hybrid from our Vancouver office or fully remote from elsewhere in the country.

What you'll be doing...

• Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution.
• In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, their target outcomes and expected value realization, developing a value-driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals.
• Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships.
• Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross-functional collaboration across Visier.
• Converts ideas into actionable plans to further increase our stickiness within a customers' organization.
• Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions.
• Meeting assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership.
• Pass initial certification exams, quarterly releases, maintains expert level knowledge of Visier product offerings, configuration options, and has the ability to demonstrate to customers.
• Be willing to take on additional responsibilities as needed.

What you'll bring to the table...

• Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly.
• Have a partnership mentality, building exceptional relationships with your customers and cross-functionally, going above and beyond to create exceptional customer experiences.
• Actively builds network of relationships and uses network connections to help get things done.
• Entrepreneurial thinking by understanding how the customer fits into the broader marketplace.
• Have strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organization working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing.
• Proactively identifying or anticipating a need for customers prior to them asking.
• Working knowledge of the sales and renewal cycles.
• Has the ability to manage implementation programs for customers newly onboarding and can manage a value-driven backlog through the customer journey using a shared resource model.
• Understands the relationship between customer team, management and stakeholders.
• Have domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics.
• Communicate in a polished, professional, and authentic way, with the ability to understand your stakeholders and have the ability to adapt communication styles to foster desired outcomes.
• Maintains a calm and focused approach to customers that are overly frustrated.
• Are highly detail-oriented and able to manage multiple initiatives and competing priorities simultaneously.
• Are organized and methodical with excellent follow-up to meet customer expectations and deadlines.
• Enjoy working in a fast-paced, dynamic, and growing organization, adapting to changes in roles and responsibilities.
• Are able to travel up to 15% as required.

Most importantly, you share our values...

• You roll up your sleeves.
• You make it easy.
• You are proud.
• You never stop learning.
• You play to win.

The base pay range for this position in Vancouver, Canada is $107,000 - $130,000 / year + bonus.

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.

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Diversity, Equity & Inclusion

Visier is committed to creating a diverse and inclusive workplace to ensure every employee feels a sense of belonging and is connected to their work, their team and Visier. It is imperative that we take every opportunity to measure, track and advance this commitment. Building a diverse and inclusive workplace is essential to the success of Visier and the well-being of our employees. The information you provide helps make our diversity data actionable.

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