Customer Success Manager

6 months ago

Toronto, Canada Q4 Full time

**The role**

The Customer Success Manager is a trusted advisor responsible for directly managing and optimizing the lifetime value of their book of business; building and maintaining relationships while ensuring success at each stage of the customer journey. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. You deliver consistent, high-value experiences, while driving customers towards their strategic business goals. You will increase your book of business at a higher value at the end of every quarter by delighting your customers, finding opportunities to solve customer pain points; this will drive ARR and one-time revenue by providing customers the services and products to help them achieve their IR goals.

**Are you a problem-solver?**

If you're excited and motivated to solve complex business problems through innovation and creativity, have a relentless drive for trying and testing new tactics and exercising laser focus on what needs to be done, then this role may be for you You're an experienced relationship builder, customer advocate and have well-developed skills in executing the day-to-day requirements of a CSM. By developing a deep understanding of your portfolio, you will be well positioned to educate your customer on the ways they can benefit from Q4's products and services.

**Key Responsibilities**:

- Foster and maintain value-based relationships with a dedicated portfolio of Q4 customer accounts, while maintaining net positive revenue retention
- Proactively manage customers at defined points in their lifecycle to drive adoption, engagement and value realization, through regular touchpoints
- Operate with a zero-churn mindset by proactively monitoring customer health, product usage and adoption to mitigate potential churn risk
- Lead customers through renewals program, including proposal, negotiation and partner with Sales Operations for execution of subscription agreements
- Partner with Sales & Solution Consultant teams to identify opportunities for expansion of Q4 offerings
- Serve as a trusted advisor to customers by sharing best practices and demonstrating ROI through strategic business reviews and success plans
- Be your customers’ primary point of contact and trusted advisor; advocating for the voice of the customer by representing their feedback, ideas and interests in areas including but not limited to, product improvements, services and support
- Manage and de-escalate customers through cross-functional collaboration to resolve issues and promote positive customer sentiment
- Collaborate with CSM team to share customer feedback and drive product enhancements and prioritization
- Collaborate with internal teams (marketing, sales, product, professional service teams) in order to deliver best in class customer experiences
- Cultivate customer references to support prospective customers and create Q4 referral champions

**Education and qualifications**:

- Minimum of 2-3 years of previous CSM experience, preferably in Fintech or SaaS companies with a strong business acumen.
- Proven track record of account management within a dedicated customer portfolio, to drive retention and promote expansion
- Superior customer engagement and empathy, demonstrates success in building, establishing and fostering relationships at multiple stakeholder levels in an organization
- Ability to handle pressure, engage in difficult conversations and adapt to an ambiguous work environment
- Self-motivated; solves problems independently by exercising judgement based on available information
- Ability to analyze data and use a combination of logic, experience and wisdom to drive conversations and objectives, to find effective and innovative solutions to address customer/organizational challenges.
- Knowledge of or ability to easily learn common customer success platforms such as Salesforce.
- Adaptable with a growth mindset.
- Demonstrated ability in remote training/onboarding skills via telephone and/or screenshare.
- University or college degree.
- Acquire and maintain a strong working knowledge of the Investor Relations industry and keep apprised of its regulations, trends and best practices.

**Other**:

- Non-business hours activities such as critical client events, escalations and holiday coverage (this position may require after hours, weekend and holiday support as needed for earnings and/or emergencies.)

  • Customer Success Manager

    6 months ago

    Toronto, Canada Messagepoint Full time

    Customer Success Manager About Us: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Messagepoint Full time

    **Customer Success Manager** **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Daifuku Co Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    3 months ago

    Toronto, Canada Messagepoint Full time

    **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users such as marketers, CX...

  • Customer Success Manager

    7 months ago

    Toronto, Canada CXApp US, Inc. Full time

    Salary: **Who We Are**: At CXApp, we are the innovators of Indoor Intelligence, delivering actionable insights for people, places and things. Our flagship product the “CXApp” is a workplace experience platform for the enterprise. Our technologies and solutions help enterprise customers deliver a comprehensive business journey in a work ‘from-anywhere'...

  • Customer Success Manager

    6 months ago

    Toronto, Canada ResQ Full time

    **ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...

  • Customer Success Manager

    1 day ago

    Toronto, Canada ResQ Full time

    **ResQ**was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...

  • Customer Success Manager

    4 months ago

    Toronto, Canada Burroughs, Inc Full time

    Description Customer Success Manager POSITION SUMMARY TheCustomer Success Manager(CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....

  • Customer Success Manager

    6 days ago

    Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...

  • Customer Success Manager

    6 days ago

    Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...

  • Manager, Customer Success

    6 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...

  • Manager, Customer Success

    3 months ago

    Toronto, Canada Tipalti Full time

    This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In the Manager, Customer Success role, you will be responsible for growing and managing a team that will own the health, retention, engagement, and adoption of our product with our mid-sized customers. You will work closely...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Burroughs, Inc. Full time

    **Customer Success Manager** **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Burroughs, Inc. Full time

    **Description** Customer Success Manager **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....

  • Customer Success Manager

    6 months ago

    Toronto, Canada Carbon6 Full time

    **Who We Are** We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a...

  • Manager of Customer Success

    6 months ago

    Toronto, Canada MaintainX Full time

    MaintainX is the world's 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 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's,...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Pipeline Gurus Full time

    **Role Overview**: As a Customer Success Manager at Pipeline Gurus, you will be essential in nurturing and expanding our customer relationships. Your primary responsibility will be to ensure that all clients within your portfolio achieve their desired outcomes while using our services and products, thereby driving renewal and expansion opportunities through...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Customer Success Manager

    4 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Manager, Customer Success

    4 weeks ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...