Job Description

************************************************************************************************ Job Title: Customer Success Manager Location: Toronto, ON Remote ***must be located in Canada***** We are helping our client find an experienced Canadian based customer success professional to join their growing international team. The Enterprise Customer Success Managers (ENT CSMs) work with customers throughout their post-sales journey to make sure customers are successful The ENT CSM for the international business will own a book of accounts within our globally-based segment, and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, driving retention, managing complex renewals, and expanding our footprint within these international accounts. This ENT CSM will also partner with our international sales counterparts to identify and execute growth opportunities within internationally-based accounts. Essential Functions

• Manage a book of approximately 50 of our largest and most strategic global Enterprise accounts
• Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
• Proactively drive customer adoption and mitigate retention risk
• Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
• Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
• Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions
• Be the voice of the international customer internally to share product feedback and resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
• Participate in all enrichment and enablement activities as assigned
• Participate in special projects and additional responsibilities as needed

• 8+ years experience working in a customer-facing account management, sales or customer success role
• A strong understanding of customer success
• Experience managing a book of 50+ customer accounts
• Experience directly managing renewals, driving renewal strategy, and handling complex customer negotiations
• A customer-centric mindset and the ability to continuously connect customer"s business pains to specific product benefits and value propositions
• Experience creating and upleveling strategic relationships with key stakeholders
• Ability to prioritize a large but strategic book
• Excellent critical-thinking skills
• High commercial acumen and strong discovery skills
• Resiliency, adaptability, and experience thriving in a fast-paced environment
• Ability to work independently with a high sense of self-accountability and as part of a collaborative team
• Excellent verbal, written communication and presentation skills
• 2+ years experience in SaaS
• 2+ years experience using Salesforce

PREFERRED:

• You have SaaS experience.
• BA or BS degree or equivalent experience preferred.
• Experience selling internationally or outside of North American markets
• Worked with channel sales partners and familiar with the channel sales motion.
• Fundamental understanding of MEDDPICC methodology.
• Experience working in a remote-first environment

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