Strategic Customer Success Manager – SaaS Growth

EXFO America Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

EXFO America Inc. is seeking a Customer Success Manager to oversee support and service delivery for its software ecosystem, focusing on strategic accounts and long-term value.

You will monitor usage analytics, drive adoption and training, and align product and sales strategies with customer needs across enterprise customers. You will manage renewals and expansions, mentor teammates, and coordinate with product, delivery, and field teams to ensure successful end-to-end solutions that meet

Qualifications

• Minimum 3 years in a Customer Success, technical account management or similar role handling complex multi-site B2B accounts.
• Experience leading strategy and development of new business pitches and presentations.
• Bachelor’s degree in information technology or equivalent.

Responsibilities

• Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers.
• Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices.
• Collaborate with product/sales leadership to implement strategies for platform ecosystem SaaS expansion.
• Provide system-level consulting to design performance solutions for named service providers.
• Work cross-functionally to leverage products and create segment-specific solutions.
• Coordinate with delivery teams on scoping and deal development.
• Interface with strategic customers to solidify performance and growth expectations.

Skills

Cloud-based solutions

Data pipelines and analytics

Test & measurement workflows

Leadership and communication

Customer success management

Strategic selling / pitches

Executive engagement

Prioritization and alignment

Mentoring teams

Planning and organization

Problem solving / analytical thinking

Education

Bachelor’s degree in information technology

Job description

EXFO America Inc. is seeking a Customer Success Manager to oversee support and service delivery for its software ecosystem, focusing on strategic accounts and long-term value.

You will monitor usage analytics, drive adoption and training, and align product and sales strategies with customer needs across enterprise customers. You will manage renewals and expansions, mentor teammates, and coordinate with product, delivery, and field teams to ensure successful end-to-end solutions that meet