Customer Success Manager

We are Connect&GO, a global tech leader providing attractions management software that empowers venues to create unforgettable guest experiences. We simplify operations and boost revenue while relentlessly focusing on customer needs. Our culture is built on innovation, fueled by fun and laughter. Join us as we challenge industry norms, drive value for our customers, and shape the future of attractions.

**The Role**

As a Customer Success Manager at Connect&GO, you will work proactively with customers for the implementation of Connect&GO systems and ensure that their objectives are met quarterly with our solutions. Your mission will be to drive customers engagement, adoption, satisfaction and expansion, ensuring they are getting value from their investment. You will take a partner approach with your accounts, making sure that each implementation are going smoothly, that our customers have the knowledge of the system to have a successful launch with us and to support the release of new product features and functionality in coordination with the product & support department.

**Responsibilities**

Success Planning & Project Delivery
- Establish and execute tailored success plans, including a clear scope of work and deployment schedule for each customer.
- Coordinate project execution by closely working with you Onboarding & Implementation specialist, to deliver seamless deployments.
- Define and drive key actions aligned with customer success plans to ensure smooth onboarding and optimal product adoption.
- Ensure clear, proactive communication with all project stakeholders, keeping them informed on progress, milestones, and potential risks.
- Proactively identify and mitigate risks that could impact the customer's ability to achieve their business objectives.

Cross-functional Collaboration & Customer Advocacy
- Partner with internal teams and key business partners to ensure customers receive high-quality, customized configurations during implementation.
- Act as the voice of the customer internally by advocating for their needs, concerns, and desired outcomes across all relevant departments (Product, Engineering, Support).
- Collaborate with Product team to identify, prioritize, and contribute to product improvements and innovation based on customer feedback.

Growth, Expansion & Value Realization
- Focus on driving product adoption, maximizing customer value realization, and supporting long-term customer expansion.
- Identify account expansion opportunities and proactively share insights to support growth initiatives (upsells, renewals).
- Provide account-specific insights and recommendations to internal teams to inform strategy and growth opportunities.

Process Improvement & Customer Success Operations
- Continuously identify, analyze, and escalate risks, issues, or changes that could impact project delivery or customer satisfaction.
- Contribute to the development and execution of new initiatives, programs, and best practices aimed at improving customer satisfaction and implementation efficiency.
- Proactively identify and recommend process improvements within the Customer Success department to strengthen internal operations.
- Actively participate in planning and executing scalable CS processes to build a strong operational foundation.

**What you to need to be successful**

To excel in this role, you must be able to see the big picture and develop innovative strategies to help customers achieve their objectives while ensuring successful product implementation. You thrive in a fast-paced, multi-tasking environment, are proactive, resourceful, and an excellent listener.

**Requirements**:

- Strong interpersonal skills with excellent communication, presentation, and relationship-building abilities.
- Proven ability to work effectively with a diverse range of clients and cross-functional teams to advocate for customer needs.
- Background in supporting customers within a SaaS environment.
- Solid understanding of Agile project management and product development methodologies.
- Confidence in discussing technical concepts with both operational teams and C-level executives.
- Minimum of 5 years of experience working with Customer Success tools and Knowledge Management platforms (Zendesk and Planhat are a plus).
- Fluency in both French and English (mandatory).
- Valid driver's license (asset).
- Please note that this role involves travel. Estimated at 40% of a standard work year.

In addition to our amazing company culture, dynamic industry, and incredible growth journey, there are even more exciting benefits waiting for you:
**Work-Life Balance**
- Experience a rejuvenating 4-day work week.
- Enjoy unlimited sick days for when you need to focus on your health.
- Celebrate your birthday with a paid day off.
- Unwind our annual vacation package that includes one week off between Christmas and New Year's.

**Health and Wellness**
- Take care of yourself and your family with comprehensive health and dental ben