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Customer Success Manager
2 weeks ago
Summary:
The Customer Success Manager's mandate is to grow and protect OPTEL's customer relationships by ensuring clients realize measurable business value from both our physical products and software solutions. This role is critical for successful customer outcomes, revenue growth, and long-term partnerships. This is a customer-facing, commercially accountable role. The successful candidate thrives in conversations with clients, understands their business deeply, and proactively identifies opportunities to expand value, usage, and revenue over time. While this role does not involve cold calling or net-new prospecting, it requires confidence, curiosity, and ownership of commercial outcomes within an existing customer portfolio. We are looking for candidates who are autonomous, credible, relationship-driven with varied experiences and skills.
Principal tasks:
- Own and nurture long-term customer relationships across a portfolio of accounts, serving as a trusted commercial and strategic partner.
- Spend significant time engaging directly with customers to understand their operations, challenges, and evolving business goals.
- Identify and drive revenue growth opportunities within existing accounts, including expansions, add-ons, renewals, and cross-sell opportunities across hardware and software solutions.
- Lead customer-facing meetings and presentations.
- Be accountable for customer-related commercial KPIs, including renewal rates, expansion pipeline, and Salesforce data accuracy.
- Partner closely with Sales, Project Management, Support, and Product teams to align customer needs with OPTEL's solutions and roadmap.
- Monitor account health and proactively mitigate risks to retention and satisfaction.
- Maintain disciplined Salesforce usage, ensuring activities, opportunities, forecasts, and customer insights are consistently tracked and up to date.
- Advocate for the customer internally while balancing OPTEL's commercial and strategic objectives.
- Experience in Customer Success, Account Management, or a client-facing commercial role involving complex products or solutions.
- Strong commercial instincts, with the ability to understand customer challenges, articulate clear business value, and convert insights into actionable recommendations and revenue opportunities.
- High level of comfort presenting to customers, facilitating discussions, and leading meetings with diverse stakeholders.
- Excellent relationship-building skills; able to earn trust through credibility, follow-through, and business understanding.
- Highly accountable and data-driven, with experience using Salesforce (or similar CRM) to manage pipelines, KPIs, and customer insights.
- Organized, proactive, and comfortable managing multiple accounts and priorities independently.
- Collaborative mindset and experience working cross-functionally across Sales, Product, and Operations teams.
- Bilingual French and English required.
- Strong curiosity and willingness to learn and adopt new technologies, particularly artificial intelligence.
- Competitive compensation
- Flexible working hours
- Employee Assistance Program (EAP)
- Comprehensive group insurance plan
- A global organization with a presence on several continents
