Customer Success Manager

1 week ago

Greater Toronto Area Canada, Ontario Pivotree Full time

Customer Success Manager

Customer Success Managers play a crucial role in the customer success team by focusing on customer retention and contract renewals. Their primary responsibility is to ensure that clients continue to find value in the services or products offered, resulting in a smooth and successful renewal process. By doing so, they help maintain a stable revenue stream and contribute significantly to the overall growth and success of the company. As part of the customer success team, a Customer Success Manager works closely with various departments—such as sales, marketing, and product development—to address customer concerns, gather feedback, and improve the overall customer experience. This role demands a unique blend of relationship management, negotiation skills, and a deep understanding of the company's offerings.


You will:

  • Customer Relationship Management: Building and maintaining strong, long-lasting relationships with key customer stakeholders. Regularly engaging with customers to understand their needs, concerns, and objectives.
  • Renewal Strategy Development: Creating and implementing comprehensive renewal strategies tailored to each customer, including timelines, key milestones, and communication plans.
  • Account Monitoring: Continuously monitoring the health and performance of customer accounts by using metrics such as usage data, customer satisfaction scores, and engagement levels.
  • Conducting Business Reviews: Organizing and leading regular business reviews with customers to assess their satisfaction, address any issues, and identify opportunities for upsell or cross-sell.
  • Issue Resolution: Acting as the primary contact for customer issues related to renewals, coordinating with internal teams to resolve problems promptly and effectively.
  • Negotiation and Closing: Leading renewal negotiations, addressing pricing, contract terms, and any special conditions. Driving the process to a successful conclusion by obtaining the necessary signatures and documentation.
  • Feedback Loop: Collecting and communicating customer feedback to relevant internal teams to inform product improvements, feature requests, and overall service enhancements.
  • Documentation and Reporting: Maintaining accurate records of customer interactions, renewal status, and outcomes. Providing regular reports on renewal metrics, forecasts, and trends to upper management.


You have:

  • Communication Skills: Excellent verbal and written communication abilities to effectively interact with clients and internal teams.
  • Negotiation Skills: Strong negotiation capabilities to handle contract discussions and ensure favorable outcomes for both the customer and the company.
  • Analytical Thinking: Proficiency in analyzing customer data to identify usage patterns, predict renewals, and highlight potential issues before they escalate.
  • Problem-Solving Skills: Adept at diagnosing and resolving issues quickly and efficiently, ensuring a seamless customer experience.
  • Empathy and Customer-Centric Mindset: An innate ability to understand and empathize with customer concerns, providing solutions that enhance long-term satisfaction.
  • Project Management: Expertise in managing multiple renewal processes simultaneously, coordinating tasks and timelines efficiently.
  • Strategic Thinking: The ability to develop and implement comprehensive renewal strategies that align with broader business objectives.
  • Technical Acumen: Basic understanding of the technology behind the company's product or service, enabling better communication with customers and internal teams.


What's in it for you:

  • Hybrid and remote working opportunities
  • Comprehensive benefits from your first day
  • Pivotree Share Purchase program
  • Uncapped vacation
  • Opportunities to work on a host of modern technologies all within the same organization


Pivotree is featured on:

  • A Best Workplace in Technology and Best Workplace for Inclusion by Great Place to Work Canada
  • Certified as a Great Place to Work in Canada, The United States
  • With triple digit growth over three years, recognized as one of Canada’s top growing companies


Equal Opportunity Statement:

Pivotree is an equal opportunity employer committed to diversity, equity, inclusion & belonging. We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. Before you start with us, we will conduct a criminal record check, verify your employment, education, and check your references. When you join Pivotree, we will onboard you remotely. It's quick, simple and you will connect with your new team instantly.

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