Customer Success Manager

Looking for an opportunity to be part of a transformative team in a changing industry? Look no further. IronSight is transforming the way energy developers and their service providers do business. Some of the biggest energy developers in the world use our app to manage, coordinate, analyze, and, ultimately, optimize their field operations - and we’re just getting started.

IronSight is currently looking for a **Customer Success Manager** to join its Customer Success team. In this role, you’ll:

- Work with clients to guide them on how to use the platform and provide insights to customers to ensure they get the most out of the platform and achieve success
- Support the onboarding and training of new clients and work to retain and deepen relationships with existing clients
- Represent the voice of the customer to help shape the future roadmap of IronSight

The Customer Success Manager will report to the Director, Customer Success and work closely with Product, Engineering, and Sales to deliver outstanding customer experiences.

**Positions Available**: 1

**Position Type**: Permanent Full-Time

**Location**: Edmonton, AB, Canada / Calgary, AB, Canada (You must be legally entitled to work in Canada)

**Salary**: $80,000-$90,000 per year

**Anticipated Start Date**: TBD

**What You’ll Do**

**_Product and Adoption Expert _**
- Develop and maintain a comprehensive understanding of the IronSight platform and how real-world workflows transfer to the platform
- Help find opportunities where IronSight can digitize client process
- Guide customers on how to use the platform - including sharing best practices - to ensure they maximize the value they receive from the platform and achieve success
- Drive client adoption of the platform and any new products and features that are introduced
- Support the implementation and onboarding of new clients, including the training of administrators on features or products

**_Account and Relationship Management _**
- Develop and maintain strong relationships with clients, maintain regular client meetings, and go above and beyond expectations
- Work with the Sales team to identify cross-sell and upsell opportunities at the appropriate client lifecycle stage
- Communicate return on investment to clients based on their current usage and forecast return on investment from an up-sell or cross-sell opportunity
- Monitor and review client accounts to determine what action is required for each

**_Voice of Customer _**
- Regularly seek and document feedback from clients on current and potential features and products
- Share information gathered with internal teams to help shape the roadmap of IronSight
- Advocate for clients within IronSight to ensure the platform always delivers value and a great experience for clients

**_Customer Support _**
- Identify and resolve problems for clients, escalating to other internal teams as necessary
- Develop and improve training, knowledge, and support processes and resources

**What You Bring**
- You’re passionate about helping customers succeed and love to dig deep to understand a client’s business
- Bachelor’s degree or equivalent combination of education and experience
- Minimum 3-5 years of experience in a B2E/B2B customer success or account management role (transferable skills from other customer service roles will be considered)
- Experience in B2B SaaS organization that delivers moderate-to-complex solutions strongly preferred
- Familiarity with data visualization tools like Tableau or PowerBI, SQL experience an asset
- Strong relationship building and management skills that shine through when collaborating with clients and internal teams
- Strong communicator with excellent verbal, written, and presentation skills
- Comfortable overseeing client relationships and managing any issues to resolution
- Flexible to work independently and as part of a team in a constantly adapting scale-up environment
- Detail-oriented with the ability to manage your own time and multiple priorities
- A good sense of humour that adds to your resilience in the face of challenges
- Experience with collaboration tools such as Slack, Microsoft Teams, Office 365, JIRA, Azure DevOps, others

**You Share Our Values**
- **Get Obsessed** - We are passionate about our clients. Their problems are our problems. Their success is our success.
- **Own It **- We take extreme ownership of everything we do. “Not my problem” isn’t in our vocabulary.
- **Win Together** - We win together and we grow together.
- **Be Bold** - We show courage and take action to deliver exceptional results.
- **Be Relentless** - We dig deep and won’t stop until we accomplish our goals.

**What You’ll Get**
- A rewarding role at an exciting, growing scale-up with a strong culture of connection, fun, and performance.
- Flexible work arrangements that let you balance the great work you do with the responsibilities in your life.
- 3 weeks annual time off
- Company-supplied laptop and sof