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Senior Customer Success Manager
2 months ago
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 expert guidance and support to customers, understanding their individual needs and delivering high levels of consultation.
- Influencing Citylitics' strategy and product roadmap through the extraction and sharing of customer feedback.
- Maintaining a deep understanding of customers' industries, technologies, products, and services.
- Driving awareness of Citylitics' offerings and value at a macro level, with visibility at the customers' executive level.
- Maintaining good data hygiene across the portfolio, within the Customer Success team's CRM and other relevant tracking systems.
- 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, in partnership with stakeholders.
- Proven track record in building executive relationships, developing champions within the customer base, while managing a $2m+ book of business and exceeding gross retention targets.
- Experience leading projects end-to-end, working with internal resources to get things done.
- Engaging storytelling skills, with the ability to build strong internal and external relationships, rapport, and trust through a consultative approach.
- Technical savvy, with the ability to conduct platform walk-throughs without support from a Sales Engineer.
- Eagerness to learn, curiosity, passion for technology, and a desire to be part of a fast-growing company.
- Attention to detail, highly organized, with strong problem-solving, decision-making, and analytical skills.
- Experience with executive-level communication, engagement, and presentation skills.
We are a top company in Canada, revolutionizing data intelligence. This is a rare opportunity to influence positive change within one of the biggest societal challenges of our generation: sustainable public infrastructure. You will support a disruptive solution with a compelling value proposition into an industry eager to hear from you, in a market with no direct competition.
We live at the cross-section of infrastructure, scaleup, and data science/AI. There is no other team like us in Toronto. We believe that Data and AI will play an outsized role in our future, so we equip every team member with access to Generative AI tools and our full Data Universe to enhance their productivity and encourage innovation through experimentation.
We are proud to offer every CityZen an internal mentorship program, in-role professional growth, skill-based development & learning, and internal promotion opportunities. We work hard, we play together, we win as a team. We are on a mission to solve infrastructure while savoring the moment and celebrating the little details along the way.
Citylitics is an equal opportunity employer. We are passionate about providing a safe workplace where everyone is accepted and has the opportunity to grow with us. We are committed to making diversity and inclusivity part of our culture.
