Senior Customer Success Manager

Found in: Jooble CA O C2 - 2 weeks ago

Canada Evisort Inc. Full time

Our mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company’s superhero.

We create cutting-edge AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and manage risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.

By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.

The Role:

As a Senior Customer Success Manager (Senior CSM), you'll assume a key role in driving success within our client accounts. Focused on accelerating digital transformation through contract management and intelligent analytics, you'll ensure widespread adoption and utilization across client organizations. This role involves collaborating with internal teams, developing growth strategies, and fostering client relationships to secure renewals, upsells, and expansions. Additionally, you'll contribute to change readiness, deployment strategies, and influence customer initiatives, enabling global enterprises to achieve transformative change.

What You’ll Do:
  • Client Onboarding and Support:
  • Assist in client onboarding activities, ensuring smooth implementation and providing post-go-live support.
  • Collaborate with Solution Implementation and Training teams to align software platform configuration with client objectives.
  • Client Engagement and Strategic Planning:
  • Support Account Directors/Executives and senior leadership in developing strategic plans for renewals, upsells, and expansions.
  • Engage with clients to understand their goals, adoption trends, and sentiments, identifying opportunities for deeper engagement.
  • Value Proposition Communication:
  • Help articulate the value proposition of our products to clients, demonstrating ROI and key metrics to encourage adoption and usage.
  • Provide support to clients on their business objectives, communicating best practices and adapting approaches as needed.
  • Cross-functional Collaboration:
  • Collaborate with internal teams, representing the voice of the customer in discussions related to product development, marketing, and sales processes.
  • Build relationships with client stakeholders and work across departments to ensure alignment and drive client success.
Skills/Qualifications: (Critical Skills in Bold)
  • Experience: Minimum of 3-5 years in Customer Success, Relationship Management, or Account Management, preferably in a SaaS environment.
  • Lifecycle Management Skills: Experience in managing various aspects of the customer success lifecycle, including implementation, adoption, training, renewals, upsells, and account management.
  • Communication Skills: Strong communication skills with the ability to interact effectively with clients and internal teams, conveying complex ideas in a clear and concise manner.
  • Collaborative Attitude: Highly collaborative with a willingness to work across teams and departments to achieve common goals.
  • Adaptability: Ability to adapt quickly to changing priorities and thrive in a fast-paced environment.
  • Customer Focus: Empathetic and customer-focused attitude with a genuine desire to understand and address client needs.
  • Educational Background: Bachelor's degree or equivalent experience in Business Administration, Marketing, or related field
  • Contracts Management or Legal experience a plus
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • SAAS experience, not necessary, but preferred

As a Senior Customer Success Manager, you'll play a crucial role in driving the success of our client accounts. Your ability to collaborate effectively, communicate clearly, and prioritize client needs will contribute significantly to both client satisfaction and the overall growth of our organization.

Evisort is an E-verify employer. Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position in the United States.

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