Strategic SaaS Customer Success Lead

EXFO Inc.; United States; Vor Ort; USD 90.000 - 130.000; Vollzeit

Zusammenfassung

EXFO Inc. is seeking a Customer Success Manager to oversee support and service delivery for its fast-growing Software ecosystem, specifically our Platform Ecosystem SaaS.

You will monitor usage analytics, deliver targeted training, and collaborate with product, sales and delivery teams to drive adoption, reduce churn, and expand strategic accounts across the United States. A minimum of 3 years in customer success and a Bachelor's degree in information technology are required.

Qualifikationen

• Minimum 3 years of customer success or similar role managing complex multi-site B2B accounts.
• Experience with cloud-based solutions and analytics.
• Strong leadership and executive communication skills.
• Ability to align product, sales and delivery teams with customer strategy.
• Comfort working with cross-functional teams and complex organizations.

Aufgaben

• Develop and incubate software strategies for EXFO customers.
• Monitor usage analytics to identify underutilization and deliver targeted training.
• Collaborate with product/sales to drive expansion for the Platform Ecosystem SaaS.
• Provide system-level consulting to design performance solutions for service providers.
• Coordinate with delivery teams on scoping and service deals.
• Proactively track customer health data to reduce churn and secure renewals.
• Align product management with target accounts and roadmap decisions.
• Interface with strategic customers to set performance expectations and growth.
• Work with cross-functional teams to create segment-specific solutions.

Kenntnisse

Cloud solutions

Customer success

Leadership

Account management

Strategic thinking

Communication

Ausbildung

Bachelor's degree in information technology

Jobbeschreibung

EXFO Inc. is seeking a Customer Success Manager to oversee support and service delivery for its fast-growing Software ecosystem, specifically our Platform Ecosystem SaaS.

You will monitor usage analytics, deliver targeted training, and collaborate with product, sales and delivery teams to drive adoption, reduce churn, and expand strategic accounts across the United States. A minimum of 3 years in customer success and a Bachelor's degree in information technology are required.