Customer Success Manager

3 weeks ago

Halifax NS, Canada LifeRaft Inc Full time

As a Customer Success Manager, you'll spearhead the cultivation of strong client relationships at LifeRaft. You'll ensure seamless product implementation and ongoing usage, collaborating with clients to meet their goals, identify growth opportunities, and overcome obstacles. Managing a key client portfolio, you'll drive adoption, retention, and satisfaction while strategically driving revenue growth. We seek a results-driven leader with a passion for client success to join our team and deliver exceptional value.

What you do as a Client Success Manager

  • Gain deep product knowledge of Navigator and assist clients in executing their use cases, driving platform usage through action-oriented customer introduction, training, and adoption plans.
  • Build long-standing relationships with daily users and executive stakeholders to support in defining clear business outcomes and building ‘success plans’ with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them. 
  • Leverage strong relationships and regular communication with account stakeholders to create new customer growth opportunities.
  • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services.
  • Proactively manage a progressive book of business, autonomously identifying and closing new business in the form of expansion and driving renewals on existing ARR.
  • Successfully lead customers through onboarding, adoption, value realization, scheduled check-ins, business reviews, and monitor and increase client satisfaction through mutually defined success plans.
  • Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to LifeRaft account stakeholders and externally to Customer Sponsors and Executives.
  • Work closely with marketing and product teams to advocate for customer needs and to support the evolution of LifeRaft's product and offerings.
  • ​​Assist in workshops to help customers leverage the full value of the Navigator solution.
  • Be responsible for managing (but not limited to) 9-15% of our Company’s Total ARR.
  • Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement.
  • Translate customer product usage data into actionable advice for customers.
  • Maintain internal CRM (currently Salesforce, Catalyst) with current account and contact information.
  • Foster team collaboration and help increase team expertise.
  • 2-5 Years of Experience in a Customer Success role.
  • Bachelor’s degree in Business or Marketing, or combination of education and experience.
  • Demonstrated progressive experience in a related function is required with direct customer advocacy and engagement experience in post-sales or professional services functions.
  • Experience in, and love for, customer relationship management.
  • Proactive Problem-Solving skills.
  • Strong leadership skills.
  • Ability to nurture caring and empathetic relationships with peers and clients.
  • Strong command of technical acumen.
  • Ability and desire to be collaborative, and think critically.
  • Understanding of and experience working with high levels of emotional intelligence, maintaining awareness of others.
  • Desired soft skills: difficult conversations, presenting and negotiating pricing.
  • Knowledge of software development lifecycle and development pipeline.
  • Experience working with a consultative approach.
  • Ability to be curious, tenacious, persuasive, and results-driven.

We pride ourselves on our innovative spirit and determination to relentlessly pursue zero missed threats for a safer world. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you've probably referenced today Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and asset & infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.

The diversity of our team is integral to our success. We are a team of passionate and tenacious individuals and pride ourselves in fostering a curious, caring, and positive culture. You can find more info about us here

We offer our team:

  • Attractive & competitive compensation plan & benefits.
  • Investment in personal and professional growth.
  • Remote work/office space (with dogs) with flexible hours.
  • Flexible time off – Take a minimum of 15 days/year with no cap beyond
  • Health Benefits & $750 Yearly Lifestyle Subsidy.
  • Diversity & Inclusion Committee.
  • Authentic co-workers & fun social activities.
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