Customer Success Manager

20 hours ago

Montréal, Canada Equinix Full time

Customer Success Manager
Provide best in class support through the evaluation of customer loyalty and oversight of regional customers. Typically manages a larger number of smaller sized accounts within a moderate scope. Works independently and receives instructions on new assignments.

**Responsibilities**

**Customer Onboarding**
- Utilizes onboarding templates and checklists and uses judgment within a moderate scope to make modifications to the standard during onboarding based on customers needs and project scope

Uses the 3 Phase Methodology for onboarding:

- Phase 1 - Conducts pre-onboarding for key customers
- Phase 2 - Kick-off Onboarding: Sets up, facilitates and conducts kick-off meetings for customers
- Phase 3 - Continuous Follow-up: Within a moderate scope, follows up with key customers

All Phases:

- Communicates effectively, able to translate internal processes to be able to set customer expectations within a moderate scope. Communicates with developed skills in a way that allows the CSM to influence the customer and others.
- Able to communicate with customers what other teams at Equinix do and how customers should utilize them

General:

- Collects in depth information about the customer, so that the experience is personalized
- Proficient in Equinix's processes, policies and escalation paths
- Post onboarding, follows up on actions and tasks and understands how these tasks connect to customer's goals
- Able to articulate trends for this customer
- Able to utilize moderate inquiry (questioning) skills with the customer in order to better understand their business.
- Able to use prior information to inquire more deeply about the customer

**Adoption and Customer Success Management**
- Develop, maintain and track progress of a Customer Success Plan within a moderate scope
- Drive product and process adoption by understanding customer usage trends of key customers
- Able to articulate a moderate understanding of Equinix's products (current and future) and provide customer education.
- Collect customer feedback, providing it to relevant teams to improve the customer experience
- Proactively identifies feedback trends across customers and drives process improvements for key accounts
- Proactively review product utilization and propose potential solutions for key customers

General:

- For key customers only, partners with account team for presale discussion to facilitate account growth and gain insight and understanding of the customer
- Acts as a customer advocate
- Ensure smooth and clear handoff to/from internal teams
- Proactively reaches out to customers to touch base (i.e. heath check) on key customers
- Accumulate, utilize and distribute methods of best practices, May develop and implement new methods of best practices
- Participate in key customer projects, may lead cross functional teams for key customer projects, within a moderate scope

**Issue and Escalation Management**
- Assess issue/escalation to validate, prioritize and progress accordingly
- Manage, document and raise visibility of critical escalations as appropriate
- Engage key stakeholders as needed to ensure adherence to standard operating procedures, policies/rules/restrictions and when resolving issues and communicating externally with support from management
- Identifies process improvement opportunities or plans while leveraging what is already in place
- Participate in and/or collects issue post mortem/root cause analysis, to communicate resolution and any improvement plans when required

General:

- Main point of contact for the customer providing honest and empathetic support, for CSM managed escalations. Escalates to GEM and functional teams as agreed
- Work cross functionally to proactively engage internal colleagues in order to provide ongoing, timely updates and resolutions to the customer within a moderate scope
- Provides globally consistent communication

**Account Management & Retention**
- Involved in managing accounts in conjunction with sales and management, including support of order fulfilment and other contractual obligations within a moderate scope
- Flags churn risks as they become known and proactively engages with sales and management to raise awareness of potential churn
- Manages delivery of regular Operational Survey Review for selected accounts, within a moderate scope
- Supports resolution of follow-up actions from CBRs and project manages follow-up actions from OBRs

General:

- Drives high customer satisfaction
- Able to support moderate customer projects independently and more complex projects under supervision

**Qualifications**
- 3+ years experience preferred
- Bachelor's degree preferred

**Responsable du Succès Client**
- Apporter le meilleur service à travers la fidélisation de la clientèle régionale ou mondiale avec un minimum d’orientation de la part de la direction.
- Gérer un petit nombre de comptes parfois complexes, de manière autonome et indépendante.
- Être capable d

  • Customer Success Manager

    7 months ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer-centric, and...

  • Customer Success Manager

    5 hours ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer centric, and...

  • Manager, Customer Success

    3 hours ago

    Montréal, Canada GSOFT Full time

    Company Description GSoft is the independent software company behind a family of products focussing on distributed work and using the digital revolution to change the employee experience. Our goal is to make work simpler, kinder and faster. One software at a time. Specifically, we help companies get the most out of Microsoft with ShareGate. We help managers...

  • Customer Success Manager

    5 days ago

    Montréal, Canada Pelcro Full time

    Pelcro is an enterprise-class subscription and membership management platform with clients across the globe. We support diverse industries such as Media, SaaS, Wellness, Subscription boxes, E-Learning and more! Our mission is to help drive new opportunities for online businesses by providing a simple solution for reoccurring payments and plans. We know the...

  • Customer Success Manager

    5 days ago

    Montréal, Canada Pelcro Full time

    Pelcro is an enterprise-class subscription and membership management platform with clients across the globe. We support diverse industries such as Media, SaaS, Wellness, Subscription boxes, E-Learning and more! Our mission is to help drive new opportunities for online businesses by providing a simple solution for reoccurring payments and plans. We know the...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Novisto Full time

    **We are looking for an experienced Customer Success Manager to join the team and support our rapid growth.** You will partner closely with analysts, product, engineering and business leaders to drive the successful adoption of Novisto to help customers realize the business value of our partnership and offerings. the expansion and engagement of our growing...

  • Customer Success Manager

    3 days ago

    Montréal, Canada LifeWorks Full time

    Build a meaningful career At LifeWorks, we offer more than career opportunities, we provide career opportunities to make meaningful contributions to people’s lives. The extraordinary expertise of a more than 7,000-strong workforce is harnessed to support the employees and families of the organizations we serve. Our innovative programs have a lasting...

  • Customer Success Manager

    3 weeks ago

    Montréal, Canada SAS Full time

    : **Customer Success Manager (CI 360) - Hyrbid or Remote (Canada)** **Nice to meet you!** We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Inoria Full time

    Inoria (formerly Quovim C3) is the North American partner of choice actively orchestrating the evolution of contact center operations. Inoria powers millions of customer interactions, passionately supporting organizations as they navigate their digital transformation journey through customized optimization, implementation and integration services. Agile,...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Prevu3D Inc. Full time

    Prevu3D is an emerging software company on a mission to help engineers and key stakeholders in the food production, automotive, energy and manufacturing industries. Our end-to-end platform uses reality capture data to create the most realistic digital twins in the market. Reporting to the Director of Customer Success, the Customer Success Manager plays a...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Fundica Full time

    Company Description **Job Description**: We are looking for a motivated, proactive individual to drive the overall relationship with clients, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction. The Customer Success Manager will identify opportunities in the market...

  • Customer Success Manager

    7 days ago

    Montréal, Canada Poka EN Full time

    **We're revolutionizing the manufacturing industry and we want you to join us as we innovate into the Industrial Revolution 4.0!** Poka is a fast growing company looking to add a knowledgeable Customer Success Manager to our expanding team! If you're passionate about the success of your customers and becoming their most trusted partner, this is the place...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Velixo Full time

    Velixo is an award-winning provider of Excel-based reporting solutions for leading cloud ERP solutions such as Acumatica, MYOB Advanced, and Sage Intacct, based in Montreal, Canada. With Velixo, you can build financial, project, and other business reports in Excel with live ERP data in just a few minutes and get the answers you need. Customers love Velixo...

  • Manager of Customer Success

    4 months ago

    Montréal, QC, Canada GHGSat Full time

    **Manager of Customer Success** **Location**: Montreal, Canada **Description**: GHGSat offers greenhouse gas detection, measurement, and monitoring services to industrial and government customers around the world. The company uses its own satellites and aircraft sensors, combined with third-party data, to help industrial emitters better understand,...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Softchoice Full time

    We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Nakisa Full time

    This role is key in helping us drive our mission of high-quality delivery and unparalleled customer experience. As a Customer Success Manager, you are directly involved in all sales activities and develop relationships with prospects as well as current customers. As part of the Growth Team, you are directly impacting the management of accounts, ensuring...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Kaptio Travel Full time

    Do you want to work in a supportive environment where people believe in innovating through experimentation and research? Do you love to travel and want to have an impact on the future of the travel sector by working closely with industry leaders? Then you might be in the right place. **About Kaptio** - Kaptio is an international Travel Tech company, founded...

  • Customer Success Manager

    7 months ago

    Montréal, Canada Explorance Full time

    Join a Montreal headquartered company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters. Explorance is a rapidly growing software company recognized for its unique workplace culture. We...

  • Customer Success Manager

    3 months ago

    Montréal, QC, Canada Bizzabo Full time

    The Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across your book of business. You will work closely with our customers, working across multiple industries, use cases, & stakeholders. The Customer Success Manager is a strategic, customer-centric, and...

  • Customer Success Manager

    7 days ago

    Montréal, Canada Lightspeed Commerce Full time

    **Hi there! Thanks for stopping by** Are you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right place! Lightspeed is seeking a full-time Customer Success Manager (CSM) to join its Retail Engagement team. Their main objective will be to maintain customer and revenue retention and facilitate...