Customer Success Manager

2 weeks 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 is a successful, Ottawa-based software company in the life sciences field. Evidence Partners is dedicated to positively impacting the future of evidence-based research by helping our users conduct high quality systematic literature reviews faster and more efficiently.

**The Product**

DistillerSR is a SaaS platform that is used globally by researchers, pharmaceutical companies, medical device companies, governments, NGOs, and academic institutions to deliver life changing evidence-based research faster and more efficiently. Our software combines proprietary data management, workflow, and AI technologies that are fundamentally changing the way researchers conduct systematic literature reviews.

**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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