Customer Success Manager

**Who we are**: Amilia is more than just a tech company - we’re a close-knit community made up of caring, entrepreneurial-minded individuals. Our multi-disciplinary team members will challenge and support you on every project. We care about our work, our colleagues, and our clients

**What we do**: We provide an eCommerce platform for activities and recreation. Our platform enables organizations to engage and connect with their community by making it easy to find, register, and pay for activities online.

**How we do what we do**:We provide all our team members with the tools and flexibility they need to succeed every day. We also put an emphasis on collaboration and encourage everyone to bring new ideas to the table, even if it’s outside of your department.

**Why we do what we do**: We’re not just here to sell software - we want to revolutionize the way recreation organizations leverage technology. Every Amilian is incredibly invested in our mission to disrupt the status quo and help our clients achieve great things.

**What you can expect**:
Customer Success is the cornerstone of Amilia’s long-term growth. When our customers thrive, so do we. As a Customer Success Manager, you'll take full ownership of our customers' success, ensuring they maximize the value of our products and partnerships. With a passion for customer experience, you’ll serve as the primary account owner and main point of contact for all customer relationships. Acting as a trusted advisor, you will coordinate across teams to manage onboarding, support, services, product adoption, advocacy, and retention. You’ll also be responsible for driving key account outcomes such as renewals and NPS scores. This role is critical to Amilia’s growth and future success.

**You will be responsible for**:
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**Customer Relationship Management & Growth**:

- Establishing and nurturing customer relationships to ensure overall satisfaction, adoption of the product, and long-term retention.
- Managing 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.
- Engaging with customers regularly, conducting quarterly and yearly strategic business reviews to assess their needs, and managing customers at various stages of their account lifecycle.
- Collaborating internally to ensure customer needs are addressed and product usage is optimized.

**Customer Success Strategy & Issue Resolution***:

- Managing change and process improvement plans to ensure an optimized platform and identifying new training materials to improve customer onboarding.
- Anticipating and resolving customer issues, ensuring escalated issues are prioritized and resolved efficiently.
- Monitoring customer activity trends to assess potential churn risks and taking proactive steps to mitigate them.
- Delivering effective communication, documentation, and dissemination of information to keep customers informed and engaged.

**Performance Management & Cross-Functional Collaboration**:

- Tracking performance metrics and KPIs related to customer engagement, product usage, and success.
- Collaborating cross-functionally to ensure a cohesive approach to customer success, including internal departments such as Sales and Product.
- Managing multiple customers simultaneously, ensuring timely and strategic engagement throughout their lifecycle.

**What we want from you**:

- 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 you will get from us**:

- 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;
- Weekl