Customer Success Manager

5 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.)

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