Customer Success Manager

1 week ago

Kanata, Canada Evidence Partners, Inc. Full time

**Job Title**:Customer Success Manager (CSM)

**Department**:Customer Success

**Reports to**:Manager, CS Operations

**Primary Location**:Remote

Evidence Partners® Inc. is the market leader in AI-enabled literature review automation software and creator of DistillerSR.

Literature reviews are the cornerstone of evidence-based research, but their production has traditionally been highly manual, time consuming, and error prone. Today, more than 300 of the world’s leading research organizations, including more than 60 percent of the largest pharmaceutical and medical device companies, trust DistillerSR to securely produce transparent, audit-ready, and regulatory compliant literature reviews faster and more accurately than any other method.

**The Role**

Our Customer Success team advises and guides our customers as they map their business needs to DistillerSR. With the goal of ensuring our customers ability to reach their intended outcomes, our CSMs work in tight partnerships with our customers as well as work cross-functionally within Evidence Partners to identify opportunities and risk, and present recommendations and solutions. The CSM will manage accounts as assigned, supporting them during their subscription lifecycle in order to exceed our retention targets.

**Duties and Responsibilities**
- Work with new and existing Evidence Partners customers to drive long term customer success and value with DistillerSR
- Recommend best practice use case of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data
- Guide our customers in the optimal configuration of DistillerSR
- Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status, and next steps
- Produce internal best practices and customer user stories to strengthen our understanding of our customers and how best to help them
- Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Marketing, Professional Services, Support, Finance, and Product Management
- Maintain product and domain expertise for all the solutions Evidence Partners offers
- Note: Duties are not limited to those listed above. Additional duties may be assigned as required. However, reasonable accommodations will be made if possible, under business conditions._

**Skills & Qualifications (Education and Experience)**
- 2+ years managing a portfolio of customers in a customer success or account management environment
- The ability to thrive and collaborate with colleagues and customers in a remote environment
- Compassion and an outstanding ability to understand customer needs
- Superb communication, interpersonal skills, and eloquent writing skills
- A passion for technology with proven technical aptitude; experience in SaaS is ideal
- The ability to engage remotely in strategic conversations with senior leaders
- A love for collaboration and dedication to building an outstanding global customer experience
- Degree or equivalent working experience
- Experience using Evidence Partners products or with systematic reviews is an asset
- Travel may be required once in a while, to visit with customers or attend events, for example
- Eligible to work in Canada

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