Customer Success Manage, West Coast

2 weeks ago

Vaughan, Ontario, Canada Dynata Full time US$75,000 - US$95,000

We are seeking a proactive, strategic, and customer-obsessed Customer Success Manager to drive long-term value and growth for our clients. This role is about anticipating customer needs, unlocking opportunities, and ensuring our clients achieve their desired outcomes through our solutions.

Key Responsibilities

  • Customer Strategy & Planning

    • Develop and execute tailored success plans for each customer, aligned with their business goals and KPIs.

    • Conduct regular business reviews to assess progress, identify growth opportunities, and reinforce value.

  • Proactive Engagement

    • Monitor customer health metrics and usage data to identify risks and opportunities before they arise.

    • Initiate strategic conversations to guide customers toward best practices, new features, and optimization strategies.

  • Relationship Management

    • Build trusted advisor relationships with key stakeholders across customer organizations.

    • Serve as the voice of the customer internally, advocating for their needs and feedback.

  • Value Realization & Expansion

    • Drive product adoption and expansion through education, enablement, and strategic guidance.

    • Collaborate with Sales and Product teams to identify upsell and cross-sell opportunities.

  • Customer Advocacy

    • Identify and nurture customer champions for case studies, testimonials, and referrals.

    • Promote customer participation in community events, beta programs, and advisory boards.

Qualifications

  • 3–5 years of experience in Customer Success, Account Management, or Consulting in a SaaS or tech environment.

  • Proven track record of proactive customer engagement and strategic account growth.

  • Strong analytical skills with the ability to interpret customer data and translate it into actionable insights.

  • Excellent communication, presentation, and relationship-building skills.

  • Experience with CRM and Customer Success platforms (e.g.Salesforce).

What Success Looks Like

  • High customer retention and satisfaction scores.

  • Increased product adoption and customer lifetime value.

  • Strong customer relationships and advocacy.

  • Timely identification and resolution of potential risks.

At Dynata, we are committed to creating an inclusive and accessible environment where every employee and customer feels valued, respected, and supported. We strive to build a workforce that reflects the diversity of the communities we serve. Dynata welcomes and encourages applications from individuals with disabilities and is dedicated to fostering a work culture that supports everyone. Accommodations are available upon request for all aspects of the selection process.

Dynata is an Equal Opportunity Employer. We consider all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability, genetic information, veteran status, or any other legally protected status under applicable laws.

The base salary range for this position in is $75K-$95K/yr; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A competitive sales incentive program will be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status.  The commission plan is designed to reward individuals for meeting and exceeding sales targets and plan details will be provided to candidates during the interview.

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