Customer Success Manager

3 weeks ago


Remote, Canada Miovision Full time

**Position Summary**

We’re a team of customer-obsessed, dedicated & fun-loving individuals. We have an intense hunger to win and love to take our customers to the finish line with every interaction we can. If that sounds like the team you want to work for, this opportunity is for you.

Customer Success is revolutionizing how our industry manages, retains, and grows their existing customer base. We empower our entire support organization to proactively manage post-sales customer relationships, measure customer health, maximize revenue retention and growth, and drive a culture of customer success.

Our CSMs love being at the forefront of new customer introductions, onboarding and creating the best experience for every situation. They thrive on engaging with our customers to help them achieve ROI from our solution and share industry best practices and thought leadership. They use our product daily and are experts in helping customer success teams define and execute their strategy. Our CSMs show extreme ownership and are excellent at collaborating with their internal, cross-functional team members to drive alignment and execution for our customers. And they love to “WIN”, we WIN when our customers WIN.

**Key Accountabilities**
- Own a book of business with partners and customers and drive high retention and growth rates.
- Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal.
- Document each individual customer journey and implementation process with a focus on accuracy and data integrity
- Ability to go “high and wide” within a customer’s organization to develop trusted relationships with executive sponsors, key contacts, and end-users.
- Demonstrate “extreme ownership” while effectively advocating for your customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience.
- Develop a deep understanding of your customer’s key business objectives and help deliver to those objectives in a consultative way.
- Be a problem solver with your customers and internally - see a challenge, create a solution.
- Proactively monitor and manage customer health, risk, escalations and opportunities.
- Be a strong evangelist of our Customer Success solutions by using them every day, all day, and helping our customers do the same.
- Coordinate with the product team on product documentation and customer enablement
- Some travel is required in NA / International regions

**Skills/Qualifications**
- 8+ years of experience in a B2B SaaS as a customer success manager (or similar role)
- Bachelor’s degree or equivalent experience in customer support/success, sales, business development or account management.
- Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
- Results-oriented driving outcomes for both Miovision and the customers your support
- Must be tech-savvy to understand technical concepts around our product and our customer’s requirements and align the two.
- Required passion and empathy to understand your customers and deliver to their needs
- Previously demonstrated leadership qualities that show your ability to be assertive, be a problem solver, be a builder, and improve people & processes around you.
- Strong creative, strategic, analytical, organizational, and relationship skills
- Strong oral and written communication skills
- Fluent in additional languages a plus (French or Spanish preferred)

**Perks and Benefits**
- Note: We have reopened our Canadian and US offices but will continue to offer flexible onsite and remote work options. Our Benefits are designed to reflect this and include:_
- Comprehensive health benefits starting on day one
- RRSP Matching Plan
- Mio-Days: We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
- Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
- Internet subsidy and a remote work allowance
- Enhanced paternity and maternity leaves
- Unlimited vacation policy
- Virtual fitness classes

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