Customer Success Manager

Calgary•Chicago

Remote

Mid Level

Full Time

6 days ago

Customer Success ManagerSaaSCloudMid-levelHybrid

Requirements

•3+ years of experience in customer success, account management, or related customer-facing role, preferably in SaaS or cloud industry
•Proven track record of managing a portfolio of customers and driving successful outcomes
•Strong understanding of cloud technologies, GTM strategies, and digital marketing concepts
•Excellent communication, presentation, and interpersonal skills
•Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
•Analytical mindset with ability to interpret data and derive actionable insights

•Serve as a responsive resource for a diverse portfolio of customers leveraging the platform to maximize and scale their cloud GTM success
•Collaborate closely with Account Manager to address retention risk and enhance customer satisfaction
•Support development and execution of scalable success programs for one-to-many enablement, engagement, and adoption
•Provide onboarding assistance, on-demand training, and best practice guidance
•Serve as an extension of Support, Onboarding, and Product teams to provide high-quality assistance and solutions
•Facilitate ongoing communications with customers to answer questions and ensure alignment with GTM goals
•Monitor customer health metrics and address concerns to support retention and prevent churn
•Identify opportunities for upsell and expansion and work with Sales team to execute
•Document and share customer feedback to inform product development
•Stay informed on industry trends, best practices, and competitive landscape to provide value-added insights

•Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Churnzero, Catalyst)