Customer Success Manager

1 week ago

Toronto, Ontario, Canada Nue Full time

Overview
Nue is seeking a strategic and engaging Customer Success Manager, who goes beyond support to drive transformational impact for enterprise customers. This individual will possess deep expertise in SaaS customer Account Management, including increasing the value and ARR / ACV of a group of installed base accounts.

They need to have the intelligence, business acumen, and expertise in Nue's platform to build lasting customer relationships that foster retention and maximize contracted ARR.

Responsibilities

  • Directly engage with customers to understand their business drivers, usage challenges, and expansion opportunities, especially around their use of Nue products as an integral part of their Quote to Cash processes.
  • Develop and execute structured success plans ensuring customers achieve desired outcomes and renew contracts, while proactively identifying upsell and cross-sell potential to grow ARR.
  • Lead customers through best practices, product training, and enablement sessions that empower our customer teams across sales, finance, and IT functions.
  • Act as a trusted advisor, cultivating credibility with all client stakeholders to address concerns, resolve issues, and champion their success.
  • Analyze and monitor customer health metrics, usage trends, and lifecycle milestones to drive timely engagement and preempt churn.
  • Collaborate closely with the Nue sales, solution architecture, and product teams, offering actionable customer feedback to evolve the platform and customer experience.
  • Continuously map and navigate customer organizational structures and personalities, balancing conflicting priorities into cohesive expansion strategies.
  • Curate resources, best practices, and thought leadership to enable customers' long-term success with Nue solutions.

Requirements

  • Proven track record in SaaS customer success, account management, or related customer-facing roles, preferably in high-growth startups.
  • Deep understanding of SaaS order-to-cash workflows, recurring revenue models, and ARR expansion metrics.
  • Exceptional verbal and written communication skills, adept at simplifying complexity and influencing business and technical audiences.
  • Strong empathy for sales operations, finance, and IT buyer perspectives with a passion for solving their business challenges.
  • Analytical mindset skilled at interpreting customer data to guide retention and growth strategies.
  • Creativity, resilience, and drive to build customer trust and long-term partnerships.
  • Ability to adapt to dynamic conversations, confidently manage group dynamics, and facilitate customer consensus.

Bonus Qualifications

  • Experience with subscription billing, CPQ, and revenue management platforms (e.g., Salesforce CPQ, Zuora, Netsuite).
  • Practical knowledge of customer advocacy programs and value realization frameworks.
  • Familiarity with SaaS usage analytics, NPS tracking, and churn risk mitigation.

Compensation Structure
Compensation is driven by the achievement of targeted customer retention rates and uplift in customer contracted ARR, directly recognizing your impact on business growth.

What We Offer

  • Competitive salary and benefits package.
  • Opportunity to work in the dynamic and innovative Silicon Valley tech ecosystem.
  • The chance to work on groundbreaking projects and influence the future of finance and payment systems.
  • A collaborative and supportive team environment that encourages personal and professional growth.

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