Senior Customer Success Manager

2 weeks ago

Toronto, Ontario, Canada Citylitics Full time
Job Title: Senior Customer Success Manager

We are seeking a highly skilled Senior Customer Success Manager to join our team at Citylitics. As a key member of our Customer Success team, you will be responsible for owning and growing a portfolio of enterprise customers, ensuring their satisfaction and retention.

Key Responsibilities:
  • Strategic ownership of a customer portfolio, driving growth and retention through proactive engagement and strategic planning.
  • Building and maintaining strong relationships with customers at all levels, from user to executive.
  • Providing exceptional customer support, including best practices and consultation to meet individual customer needs.
  • Collaborating with internal stakeholders to influence Citylitics' strategy and product roadmap through customer feedback.
  • Maintaining in-depth knowledge of customers' industries, technologies, products, and services.
  • Driving awareness of Citylitics' offerings and value at a macro level through executive-level visibility.
  • Ensuring good data hygiene across the Customer Success team's CRM and other relevant tracking systems.
Requirements:
  • 5+ years of B2B Customer Success, Account Management, or Sales experience.
  • Familiarity with SaaS metrics and platforms.
  • Demonstrated experience in owning and leading the development of strategies on assigned accounts.
  • Proven track record in building executive relationships, developing champions within the customer base, and managing a $2m+ book of business.
  • Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful.
  • Experience with executive-level communication, engagement, and presentation skills.
Benefits:

Citylitics offers a unique opportunity to work for a top Canadian company revolutionizing data intelligence. As a Senior Customer Success Manager, you will be part of a fast-growing team that is passionate about solving infrastructure challenges while savoring the moment and celebrating the little details. We believe in providing a safe workplace where everyone is accepted and has the opportunity to grow with us.

We are an equal opportunity employer and are committed to making diversity and inclusivity part of our culture.

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