Customer Success Manager

6 months ago


Victoria, Canada Eterio Realities Inc. Full time

**Customer Onboarding**:As a CSM, you will play a pivotal role in ensuring our clients derive maximum value from our AR fabrication and QC solutions. You will be responsible for managing the end-to-end customer journey, from onboarding to retention, upselling, and cross-selling additional features and services. Your primary goal is to foster strong relationships with our clients, understand their unique needs, and help them achieve success through the effective utilization of our solutions.

**Responsibilities**:
**Customer Onboarding**:

- Guide new clients through the onboarding process, ensuring a smooth and positive experience.
- Conduct training sessions to educate users on the features and functionalities of our AR solutions.
- Collaborate with the implementation team to customize solutions based on client requirements.

**Retention and Relationship Management**:

- Proactively engage with clients to understand their business objectives and challenges.
- Monitor customer usage and satisfaction, addressing any Teir 1 concerns or issues promptly as they come up.
- Establish a strong rapport with key stakeholders to build long-lasting relationships.

**Upselling and Cross-Selling**:

- Identify opportunities for upselling and cross-selling additional features or services.
- Collaborate with the sales team to present tailored solutions that align with the client's evolving needs.
- Provide product demonstrations and presentations to showcase the value of upgrades and expansions.

**Customer Advocacy**:

- Transform satisfied customers into advocates through testimonials, case studies, and referrals.
- Collect feedback to influence product development and improvements.

Act as the voice of the customer within the organization.

**Qualifications**:

- Bachelor's degree in Business, Marketing, or a related field plus relevant training and experience, or an equivalent combination of education and experience
- Minimum 3 years of proven experience in customer success or account management in a B2B SaaS environment.
- A strong foundation and/or prior experience in a QC or fabricator role in a construction or manufacturing setting
- Intermediate computer skills; MS Office, WordPress, CRM software (Hubspot)
- Familiarity with AR is a plus.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Results-oriented with a track record of meeting and exceeding targets.

**How to Apply**:If you are passionate about technology, customer success, and thrive in a dynamic environment, we would love to hear from you. Please submit your **PDF** resume and a cover letter detailing your relevant experience. This position is open to **Canadian Residents Only**

Eterio Realities is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Salary**: $75,000.00-$90,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Commission pay
- Retention bonus

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- CSM: 3 years (required)

Work Location: Hybrid remote in Victoria, BC V9B 0R6



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