Customer Success Manager

**Company Overview**

**Position Overview**

The Customer Success Manager (CSM) is responsible for building and maintaining strong, long-term relationships with customers to ensure they achieve maximum value from our products and services. Acting as a trusted advisor and primary point of contact, the CSM drives customer satisfaction, retention, and growth by proactively understanding customer goals, managing risks, and identifying opportunities for expansion. This role partners closely with Sales, Marketing, Project Management, and Support teams to advocate for the customer and ensure an exceptional end-to-end customer experience.

**Location**

Hybrid position (minimum 3-days per week in Richmond, BC office) with some travel to DES events, customer meetings, and trade shows.

**Role Responsibilities**
- Own and grow strategic customer relationships by acting as a trusted advisor, deeply understanding customer goals, business models, and success criteria while maintaining strong executive-level engagement.
- Ensure total customer satisfaction and long-term retention through proactive engagement, leading Formal Business Reviews, regular health checks, issue resolution, and value realization aligned to customer outcomes.
- Serve as primary liaison between assigned accounts and DES team members.
- Drive revenue growth through increasing existing product sales, and identifying new product expansion opportunities, aligning solutions to customer needs, and partnering with sales.
- Proactively identify and mitigate customer risk, manage churn signals, and lead structured recovery plans when accounts are at risk.
- Serve as the voice of the customer internally by gathering feedback, advocating for customer needs, and collaborating cross-functionally with Product, Sales, and Support.
- Comprehensive understanding of forward-looking customer inventory requirements to enable accurate inventory management.

**Required Qualifications & Skills**
- Bachelors Degree or equivalent from an accredited college or university.
- Strong organizational skills, prioritization, and attention to detail to manage multiple accounts, initiatives, and deadlines effectively. Strategically manage time across entire account portfolio based on growth potential and risk factors rather than ease of engagement or relationship comfort.
- Proven internal/external relationship-building skills, built on a foundation of strong active listening skills and an ability to effectively articulate critical value propositions.
- Strong verbal and written communication skills, comfortable delivering external presentations.
- Strategic and analytical thinking, with the ability to assess customer data, identify trends, anticipate challenges, and recommend actionable solutions.
- Business and commercial acumen, including understanding of managing distribution channels.
- Proactive ownership and self-direction, demonstrating accountability, initiative, and comfort operating in fast-changing environments.
- Strong technical aptitude. Ability to quickly learn commercial tech stack tools and articulate product functionality. Familiarity with MS365, and CRM platforms (HubSpot).
- Comfortable engaging with internal/external executive stakeholders.
- Strong work ethic. Looking to grow within organization.

**Nice-to-Have Skills**
- Fluent in Spanish and English.
- 1-5 years experience in a CSM/Customer Support/Account Management type role.
- Relevant industry or domain experience that enables quicker ramp-up, customer credibility, and contextual problem solving.
- Experience with customer success tools, analytics platforms, and process automation to scale engagement and insights.
- Leadership, mentoring, or cross-team influence experience that supports broader team impact beyond individual accounts.

**Compensation and Benefits**
- Salary Range: $70,000 - $90,000 annually, commensurate with experience and qualifications.
- Bonus: Eligible for an annual performance bonus of up to 10% of base salary.
- Benefits: This role includes additional benefits: including health, dental, and vision insurance, paid time off, and other applicable employee wellness programs.

Work Location: In person