Customer Success Manager

3 weeks ago

Montréal, Canada Cision Full time

Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

Customer Success at Cision is all about helping our customers achieve their desired outcomes. Reporting to the Manager of Customer Success, CSMs partner with teams within CX as well as Account Management to maximize and deliver value from our products to our customers. Using recognized CS tools and techniques such as success plans and business reviews, CSMs will couple their in-depth technical skills with relationship building to become the customer’s strategic partner, advising on how to best use our platforms to achieve their business outcomes.

**Key Responsibilities**:

- ** Strong Oral and Written Communication**:Prepares status reports on clients in order to provide an up-to-date picture of team progress. Delivers clear and concise messages. Listens effectively and respects the contributions of others.
- ** Mentorship**:Provide leadership and guidance to new team members
- ** Problem Solving**: Recognizes obstacles and uses resources to identify solutions.
- ** Time Management**: Uses time productively and distinguishes between low and high priorities with limited guidance
- ** Collaboration**:Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
- ** Adaptability**: Rapidly adapts to new information, changing conditions, or unexpected obstacles.
- ** Professionalism**:Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
- ** Key Performance Indicators**:this role requires the achievement of a minimum gross retention rate (GRR), Net Promoter Score (NPS) and successful completion of SuccessCOACHING certification

**What we're looking for**:

- ** Customer Objective Deduction**:ability to gather objectives given by the customer and refine in partnership with the manager
- ** Success Plans**:creation of a success plan with the customer based on the agreed-upon objectives, with recommended next steps and clear timelines. Maintain and share progress updates at an agreed-upon cadence.
- ** Business Reviews**:ability to gather important customer highlights (usage, completion of agreed-upon actions, survey responses) that updates on progress towards goal achievement.
- ** Churn Risk Management**:the use of tools to detect customer behaviors that could signal churn risk and escalate to the internal stakeholders.
- ** Preferred Work Experience**: SaaS, customer service, public relations/communications, education
- ** Education**:Bachelor’s degree and/or 1-2 years CSM experience
- ** Work Experience**:customer success management, SaaS, customer service, public relations/communications, education
- ** Technology**:Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite
- ** Education**: public relations & communications background

LI-remote

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses. Cision provides accommodation at any point during the recruitment and selection process, upon request, to applicants with disabilities. If contacted, please advise us if you require accommodation and we will work with you to meet your needs.

  • Customer Success Manager

    1 week 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

    2 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

    2 months ago

    Montréal, Canada Bizzabo Full time

    The Customer Success Manager is responsible for promoting and attaining best-in-class retention, growth, and advocacy among an assigned book of business. The CSM empowers customers to run engaging and successful events on the Bizzabo platform through best practice sharing, strategic advice, consultation, and achievement of executive goals and priorities. The...

  • Customer Success Manager

    2 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

    1 week ago

    Montréal, Canada Explorance Full time

    Explorance is a rapidly growing software company recognized for its uniquely welcoming workplace culture. Currently, we are looking for a Customer Success Manager (CSM) with strong technical skills and a passion for relationship building to join our dynamic and diverse team. **This position is based in Montreal - must be in the office at least two days a...

  • Customer Success Manager

    4 days 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

    2 weeks ago

    Montréal, Canada Poka 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 for...

  • Customer Success Manager

    1 week ago

    Montréal, Canada Graitec Full time

    About Graitec Group: GRAITEC Group Company is a global software editor leading Building Information Modeling (BIM) solutions and helping its architectural, engineering, construction, and manufacturing customers to digitize and industrialize their processes to improve performance and build a sustainable tomorrow. **Ambitious and fast-growing environment**:...

  • Customer Success Manager

    3 weeks 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

    2 months 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

    5 days 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

    1 week 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

    2 months ago

    Montréal, Canada Storyteq Full time

    **Want to build out the future of creative workflows with us?** ReviewStudio's mission is to simplify creative workflows and foster creative collaboration. Our review and approval platform is used by 1000s of teams, including leading advertising agencies, video production studios, and photographers. We provide a unique and intuitive approach to managing...

  • Customer Success Manager

    2 months ago

    Montréal, Canada MERGE Full time

    **Merge Storytelling and Technology** We MERGE storytelling and technology to promote health, wealth and happiness in the world. We help marketing and technology executives engage hearts and connect parts by offering full-service capabilities including strategy, creative communications, experience engineering, performance marketing, media, digital platform...

  • Customer Success Manager

    3 weeks ago

    Montréal, Canada Amilia Full time

    **Who we are**:Amilia is more than just a tech company - we’re a close-knit family made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. **What we do**: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and...

  • Customer Success Manager

    5 days ago

    Montréal, Canada Amilia Full time

    **Who we are**:Amilia is more than just a tech company - we’re a close-knit family made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. **What we do**: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and...

  • Customer Success Operations Manager

    3 weeks ago

    Montréal, Canada Connect&Go Full time

    We are seeking a Customer Success Operations Manager to join our team and help scale our customer success function to meet the demands of our growing client base. The mission of the Customer Success Operations Manager at Connect&GO is to lead the implementation of scalable processes and execution of customer success strategies that ensure the successful...

  • Customer Success Manager

    2 months 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! We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Montreal. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM...

  • Customer Success Manager

    1 week 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! We're looking for a Customer Success Manager (CSM) to join our Retail Engagement team in Montreal. You will maintain customer and revenue retention and facilitate upsell/cross-sell of services. The CSM...

  • Customer Success Operations Manager

    2 weeks 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...