Customer Success Manager

As Alida’s **Customer Success Manager**, you champion the power of our platform to help organizations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty).

Take a look below at the skills we want you to have.
- Develop and manage value-based relationships with roughly 10-20 customers
- Maintain a real time understanding of your customers and their adoption of our platform
- Develop and maintain, in collaboration with your customers, Success Plans/Value Realization Plans as the blueprint for achieving the customers objectives
- Perform regular (weekly, monthly and/or quarterly) reviews with customers on goals, challenges, insights and opportunities.
- Uncover risk, or latent or unexpressed needs by leading discovery sessions, asking probing questions and defining a long term account plan for growth.
- Identify opportunities to cross-sell and upsell customers on additional solutions
- Identify new leads to grow outside of your day to day contact and create new relationships with new stakeholders or individual business units
- Inspire your customers to think strategically about how our platform can support their business needs
- Understand the customer organization and how our solutions can support them build stronger engagement and intelligence with their customers
- Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
- Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
- Provide superior service and support that delights our customers
- Proactively look for risk indicators and get ahead of potential issues. Escalate w
- needed, and follow-up promptly to ensure customer expectations are exceeded
- Work in unison with other Alida teams (sales, support, services, etc.) to deliver a world class customer experience
- Champion on behalf of your customers for improvements and advancement of our solutions
- Identify customer adoption challenges, business and relationship risks and other indicators of churn risk
- Develop and manage remediation plans to alleviate customer challenges
- Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
- Drive and manage renewals within your book of business

**Desired Skills and Experiences**
- Post-secondary educational degree
- An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
- Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
- Post sales software experience as a CSM or Account Manager is highly desirable
- Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
- Ability to manage and be accountable for your book of business
- Excellent time management, organizational, and problem-solving skills
- Strong initiative and drive to innovate
- Ability to sell ideas and concepts
- An ability to inspire others and lead with grace
- Excellent written and verbal communication skills with strong attention to detail
- Professional (even dynamic) presence, presentation and public speaking skills.
- Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
- Strong aptitude and passion for technology and ability/desire to learn new software
- Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
- A team player who likes to collaborate with others
- Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences

**Additional details**:

- This role can be based remotely across Canada, or hybrid if you are near our offices in Toronto or Vancouver.
- The typical salary range for this role is $90,000-100,000 CAD. This is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.

**The Good Stuff**:
+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry

+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.

+ Unlimited Vacation: Y