Customer Success Manager

3 days ago

Montreal, Quebec, Canada Velixo Full time
About Velixo

Velixo is a leading provider of Excel-based reporting solutions for cloud ERP systems, offering a user-friendly experience for building financial, project, and business reports with live ERP data.

Job Title: Customer Success Manager

We are seeking a Customer Success Manager to guide clients through their post-sales journey in a dynamic reseller environment, ensuring they achieve maximum value from our solutions and services.

Key Responsibilities:
  • Provide exceptional customer experiences through digital and traditional strategies, helping clients realize the full value of Velixo.
  • Meet and enable new customers through the digital onboarding process, ensuring seamless adoption and usage.
  • Understand customer experiences for both high and low-touch users, delivering education resources like training, knowledge base articles, and progress tracking.
  • Implement and update the digital onboarding process and content, increasing user adoption and usage of Velixo.
  • Support or respond to account escalations, ensuring timely resolution and customer satisfaction.
  • Forecast customer renewals and reduce annual churn, driving business growth and retention.
  • Meet with existing partners to discuss the health of mutual customers, fostering strong relationships and collaboration.
  • Connect with and assist customers when needed, providing timely support and guidance.
  • Be a key representative of Velixo in customer-facing communications, including webinars, video walkthroughs, and digital content.
  • Monitor telemetry usage, account health gauges, and other relevant data to flag and connect with at-risk customers, ensuring proactive support and retention.
  • Identify leads and collaborate with Sales and Services to share customer insights and growth opportunities, driving business development and expansion.
Requirements:
  • Bachelor's Degree or equivalent experience.
  • 2+ years of work experience in a SaaS Customer Success or Customer Support role.
  • Strong proficiency in the English Language - Multilingualism is a huge asset.
  • Industry or business domain knowledge an asset (ERP / accounting / Microsoft Excel).
What We Offer:
  • Competitive salary.
  • Generous benefits package, including group health insurance, RRSP match up to 6% of base salary, and generous PTO allowance.
  • Hybrid working environment.

We prioritize the growth and development of our employees, recognizing their potential and providing opportunities to excel in their chosen field. We are excited to welcome you to our team and embark on a journey of mutual success.

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