Sr. Customer Success Manager

T-Net British Columbia; Vancouver; Hybrid; CAD 107,000 - 130,000; Full time

Job summary

T-Net British Columbia recherche un Responsable Senior du Succès Client pour gérer un portefeuille de comptes et maximiser la satisfaction client avec des solutions Visier. Vous jouerez un rôle clé en tant que conseiller de confiance, renforçant les relations clients et collaborant avec les équipes internes pour améliorer l'adoption et la valeur des solutions. Ce poste exige une expérience solide en SaaS, une aptitude à comprendre les besoins des clients et une volonté de prospérer dans un environnement dynamique.

Qualifications

• Excellente expérience en gestion des comptes SaaS avec des clients entreprises.
• Capacité à anticiper les besoins des clients et à établir des relations solides.
• Compétences avérées en communication et en gestion de projets complexes.

Responsibilities

• Gérer un portefeuille de clients et fournir une orientation proactive.
• Construire un plan stratégique pour chaque client et établir des partenariats efficaces.
• Agir en tant que point de contact principal pour résoudre les problèmes des clients.

Skills

Entrepreneurial thinking

Customer relationship management

SaaS experience

Communication skills

Detail-oriented

Education

Experience as a Senior Customer Success Manager

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 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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