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Customer Success Manager

1 month ago

Ottawa, Ontario, Canada Assent Full time
Job Description

At Assent, we are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer success team, you will play a critical role in delivering exceptional service to our customers, ensuring their program success, and driving revenue growth.

Key Responsibilities:
  • Develop and Nurture Lasting Relationships: Build and maintain strong relationships with customers, serving as a trusted advisor throughout their customer lifecycle journey.
  • Manage Client Relationships and Lifetime Value: Actively manage client relationships and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions and preserve and grow revenue.
  • Oversee Customer Health and Performance Metrics: Manage an assigned book of business, overseeing the overall customer health and associated performance metrics.
  • Lead Strategic Planning Sessions: Lead high-level strategic planning sessions with Assent's customers, including Executive Business Reviews, to align solutions with customers' specific challenges and optimize business value.
  • Identify Client Goals and Success Metrics: Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check-ins.
  • Support Sales Team and Renewal Management: Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
  • Special Projects and Team Collaboration: Take on special projects to enhance customer success management processes and serve as a peer partner to new team members as required.
Qualifications:
  • Excellent Communication Skills: Excellent oral and written communication skills in English, with additional languages considered an asset.
  • Education and Experience: A University, College, and/or Post Graduate Certificate in a related area of study or equal working experience, with a minimum of 3 years related work experience in customer success, project management, and/or consulting roles.
  • Interpersonal and Time Management Skills: Solid interpersonal skills, with the ability to build stable relationships in a collaborative environment, and excellent time management and organizational skills.
  • Technical Skills: Proficient in the use of MS Office Suite and Google Applications, with intermediate regulatory knowledge and experience working in a technology/SaaS and/or Professional Services organization.
Why Join Assent?

We offer a comprehensive benefits package, including vacation time, comprehensive benefits, life leave days, and more. We also provide opportunities for professional development, flexible work options, volunteer days, and corporate giving initiatives. Our commitment to diversity, equity, and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.