Customer Success Manager

3 days ago

Montreal, Quebec, Canada Amilia Enterprises Inc. Full time
About Amilia Enterprises Inc.

Amilia is a close-knit community of caring, entrepreneurial-minded individuals who challenge and support each other on every project. Our multi-disciplinary team members are passionate about their work, their colleagues, and their clients.

Our Mission

We provide an eCommerce platform for activities and recreation, enabling organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

Job Description

We are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for ensuring our customers maximize the value of our products and partnerships.

Key Responsibilities:
  • Customer Relationship Management & Growth
    • Establish and nurture customer relationships to ensure overall satisfaction, adoption of the product, and long-term retention.
    • Manage accounts with a focus on revenue growth, retention, and renewal processes.
    • Hitting upselling targets, limiting churn, generating referrals, and ensuring customers maximize their ROI by following best practices.
    • Engage with customers regularly, conducting quarterly and yearly strategic business reviews to assess their needs, and managing customers at various stages of their account lifecycle.
    • Collaborate internally to ensure customer needs are addressed and product usage is optimized.
  • Customer Success Strategy & Issue Resolution
    • Manage change and process improvement plans to ensure an optimized platform and identifying new training materials to improve customer onboarding.
    • Anticipate and resolve customer issues, ensuring escalated issues are prioritized and resolved efficiently.
    • Monitor customer activity trends to assess potential churn risks and taking proactive steps to mitigate them.
    • Deliver effective communication, documentation, and dissemination of information to keep customers informed and engaged.
  • Performance Management & Cross-Functional Collaboration
    • Track performance metrics and KPIs related to customer engagement, product usage, and success.
    • Collaborate cross-functionally to ensure a cohesive approach to customer success, including internal departments such as Sales and Product.
    • Manage multiple customers simultaneously, ensuring timely and strategic engagement throughout their lifecycle.
Requirements:
  • Bachelor's or Diploma/Technical degree in Business Administration or a related field.
  • 10+ years in customer-facing roles, with 5+ years in Account Management (B2B, e-commerce, or SaaS experience is a strong asset).
  • Sales experience with solid project management skills and business acumen.
  • Proven ability to chair meetings, lead QBRs, and host webinars at all organizational levels.
  • Strong relationship builder, team player, and natural leader with integrity, maturity, and reliability.
  • Empathetic to customer needs, with a passion for driving revenue and growth in recurring revenue business models.
  • Proficient in MS Office (especially Excel) and CRM tools (Salesforce).
  • Bilingual (English and French).
  • Ability to travel as needed.
What We Offer:
  • A competitive and progressive salary.
  • A group RRSP employer contribution up to 5%.
  • A complete benefits package for you and your family.
  • An Employee Assistance Program (EAP) and a Telemedicine service.
  • A $750 wellness allowance per year.
  • 4 weeks' vacation and 8 sick days yearly.
  • The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply*.
  • A strong work-life balance: flexible hours, and year-round mini-Fridays.
  • Skill development opportunities through engaging workshops, trainings, access to Udemy and opportunities to attend conferences.
  • Companywide and team bonding activities to connect with your peers throughout the year.
  • Weekly Bootcamp and Pilates classes for Amilia.
  • 25% discount on annual membership for STM and EXO.
  • Up to 15 hours of group volunteering paid per year.
  • In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.

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