Customer Success Manager

2 days 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 you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

**About the job**

The Customer Success Manager (CSM) will manage a portfolio of customers who have purchased SAS Customer Intelligence 360 Cloud Marketing solutions, with the goal of supporting each customer from onboarding right through to technology adoption, use expansion, and retention.

The CSM position is key to SAS’ long-term relationship with its customers, as the contribution of each CSM directly impacts the value realized and the ultimate success of the business relationship.

As well as taking responsibility for developing SAS’ relationship with customers, each CSM will be expected to build positive collaborative partnerships with all key internal SAS organizations, to ensure customer needs are being met in a timely manner.

**You will**:

- Serve as the Primary CSM for Canadian Customers.
- Serve as primary post-sale point of contact to develop strong customer advocates at all levels of the organization (IT to user to Exec), in order to best understand and advise customer staff.
- Responsible for customer communications and conflict resolution.
- Jointly define success with customers by understanding the business problems customers are trying to solve in order to best manage the adoption of the software and exceed customer expectations.
- Create and execute Customer Success Plans that set the vision for strategic adoption and usage to align with the business needs and goals of the customer.
- Monitor Customer Success through a variety of metrics and measures.
- Develop an understanding of the SAS products and services available to help customers adopt and leverage the software to meet their goals and business needs
- Discover opportunities for additional software, services, education and references (and direct leads accordingly).
- Introduce new software features to customers, prior to each monthly release.
- Develop strategy to work with customers and internal resources to coordinate contract renewals.
- Manage the protection of revenue for the existing renewal stream.
- Works closely with sales and presales teams, account managers and executives to facilitate timely response to highly qualified, high revenue potential leads.

**Role Comptencies**:

- **
Account Planning**:Establishing a plan to achieve the sales objectives of an account, taking into consideration overall opportunities, customer business priorities and anticipated business changes, regional issues, past sales results, and available resources; taking action specified in the account plan, reviewing progress, and adjusting the plan as needed.
- ** Building Customer Relationships**: Ensuring that the customer’s internal or external needs are met; building productive relationships with high-priority customers; taking accountability for customer satisfaction and loyalty; using appropriate interpersonal techniques to prevent and resolve escalated customer complaints and regain customer confidence.
- ** Creating Demand Through Insight**: Identifying the targeted account’s business challenges and needs and their probable causes; providing and provoking convincing insights that compel decision makers to discover or reconsider unrecognized problems and opportunities and the value of addressing them with new solutions to achieve better long-term results (e.g., profitability, revenue, market share).
- ** Driving for Results**:Setting high goals for personal and group accomplishment; using measurement methods to monitor progress toward goals; tenaciously working to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
- ** Influencing**: Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.

**Required Qualifications**:

- Bachelor's degree, preferably in Business, Marketing, MIS or related field.
- Bi-Lingual French and English, Fluent speaking/writing proficiency is required.
- A minimum of five years of experience in customer success, sales, business partner relationship development, or technical functions within the technology industry.
- Experience supporting software as a service preferred.
- SaaS Marketing Software, SAS Customer Intelligence, Adobe Marketing Cloud, Or Salesforce Marketing Cloud
- Ability to work and learn independently.
- Excellent written, verbal, and interpersonal communications skills.
- Ability to work effectively in a team environment.
- Ability to travel occasionally.
- Knowledge of SAS products, solut

  • Customer Success Manager

    6 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

    6 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

    6 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

    6 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...

  • Customer Success Manager

    6 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

    6 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

    6 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...

  • Manager of Customer Success

    3 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

    2 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

    1 month ago

    Montréal, QC, Canada Maya HTT Full time

    Maya HTT is a world leading software developer and engineering solutions provider focused on CAE, CAD, CAM and PLM. A long-time partner of Siemens Digital Industries Software, Maya HTT collaborates in providing software, AI, and engineering services to help clients and partners worldwide boost performance, improve quality, drive down costs, and harness the...

  • Customer Success Manager

    3 months ago

    Montréal, QC, Canada Amilia Full time

    **Who we are**: Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients! **What we do**: We provide an eCommerce platform for activities and...

  • Customer Success Operations Manager

    6 months ago

    Montréal, Canada Connect&Go Full time

    We are Connect&GO, an integrated software powering attraction venues all around the world by empowering our clients to simplify their operations, increase their revenue and focus on their guests. However, our mission goes beyond business success. Within our team, we embrace and celebrate authenticity. We firmly believe in being true to ourselves and we...

  • Enterprise Customer Success Manager

    6 months ago

    Montréal, Canada Bizzabo Full time

    The Enterprise 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 largest and most strategic customers, working across multiple industries, use cases, & stakeholders. The Enterprise Customer Success Manager...

  • Customer Success Manager

    8 months ago

    Montréal, Canada Rival Insurance Technology Full time

    **Who We Are** At Rival Insurance Technology, we specialize in providing management systems and connectivity solutions to the insurance industry. Our commitment to innovation, collaboration, and transformative technology drives us forward. With a legacy spanning over three decades, we’re dedicated to reshaping the insurance landscape through innovation...

  • Customer Success Manager

    2 months ago

    Montréal, QC, Canada Essential HR Full time

    So would we. That’s why we founded FundSource26 Inc., an award-winning funding vehicle for purpose-driven organizations. We provide strategic planning, coaching, and turnkey solutions that get non-profits FUNDED so that they can spend less time chasing money and more time doing good. The role: Would you like to see more good in the world? As a Customer...

  • Enterprise Customer Success Manager

    6 months ago

    Montréal, Canada MaintainX Full time

    MaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 5,000+ businesses including Univar, Quikrete, ABInBev, Duracell, Marriott and...

  • Manager, Customer Success

    6 months ago

    Montréal, Canada ServiceNow Full time

    **Company Description** At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive...

  • Customer Success Manager

    6 months ago

    Montréal, Canada MSP Corp Full time

    Whether you're looking for a career change in IT, you're a business requiring IT support or IT staffing, let _Groupe Access Powered by MSP Corp._ be your next step to success. As one of the leading Cyber Security and information technology (IT) services firms in Canada, we have an assortment of services to offer our varied clientele, large or small. This...

  • Customer Success Manager

    6 months ago

    Montréal, Canada BrandBastion Full time

    This is a full-time remote position. Are you solution driven, highly organized, ambitious and passionate about account management and social media? Do you have experience in running projects, a proactive attitude and thrive in a fast-moving environment? We are looking for a new member to join our Customer Success Team to manage a portfolio of our existing...

  • Director, Customer Success

    6 months ago

    Montréal, Canada Coveo Full time

    **The Challenge**: As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice. Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution. Your focus is on delivering value...