Customer Success Manager

Job description

Amilia is transforming the recreation and activities market with its innovative, purpose-built SaaS platform. Designed for municipalities, community centers, nonprofits, businesses, and recreation organizations, Amilia SmartRec streamlines operations, optimizes facility management, and simplifies program and membership management. 

Since 2009, Amilia has been on a mission to revolutionize how communities connect and participate in activities. By combining cutting-edge technology with deep industry expertise, the software empowers organizations to manage registrations, memberships, facilities, and finances more efficiently while enhancing community engagement. 

Over 1,500 organizations across 6,600 locations in North America rely on Amilia to serve 4.5 million participants and process $750M in transactions annually. 

Caring is at the core of Amilia's culture: for customers, tailored products, and colleagues alike. Driven by an entrepreneurial spirit and a passion for innovation, this mindset shapes everything we do. 

What you can expect:

Customer Success is the cornerstone of Amilia's long-term growth. When our customers thrive, so do we. As a Customer Success Manager, you'll take full ownership of our customers' success, ensuring they maximize the value of our products and partnerships. With a passion for customer experience, you'll serve as the primary account owner and main point of contact for all customer relationships. Acting as a trusted advisor, you will coordinate across teams to manage onboarding, support, services, product adoption, advocacy, and retention. You'll also be responsible for driving key account outcomes such as renewals and NPS scores. This role is critical to Amilia's growth and future success.

You will be responsible for:

Customer Relationship Management & Growth

• Establishing and nurturing customer relationships to ensure overall satisfaction, adoption of the product, and long-term retention.

• Managing accounts with a focus on revenue growth, retention, and renewal processes.

• Hitting upselling targets, limiting churn, generating referrals, and ensuring customers maximize their ROI by following best practices.

• Engaging with customers regularly, conducting quarterly and yearly strategic business reviews to assess their needs, and managing customers at various stages of their account lifecycle.

• Collaborating internally to ensure customer needs are addressed and product usage is optimized.

Customer Success Strategy & Issue Resolution

• Managing change and process improvement plans to ensure an optimized platform and identifying new training materials to improve customer onboarding.

• Anticipating and resolving customer issues, ensuring escalated issues are prioritized and resolved efficiently.

• Monitoring customer activity trends to assess potential churn risks and taking proactive steps to mitigate them.

• Delivering effective communication, documentation, and dissemination of information to keep customers informed and engaged.

Performance Management & Cross-Functional Collaboration

• Tracking performance metrics and KPIs related to customer engagement, product usage, and success.

• Collaborating cross-functionally to ensure a cohesive approach to customer success, including internal departments such as Sales and Product.

• Managing multiple customers simultaneously, ensuring timely and strategic engagement throughout their lifecycle.

Job requirements What we want from you:

• Bachelor's or Diploma/Technical degree in Business Administration or a related field.

• 8+ years in customer-facing roles, with 5+ years in Account Management (B2B, e-commerce, or SaaS experience is a strong asset).

• Sales experience with solid project management skills and business acumen.

• Proven ability to chair meetings, lead QBRs, and host webinars at all organizational levels.

• Strong relationship builder, team player, and natural leader with integrity, maturity, and reliability.

• Empathetic to customer needs, with a passion for driving revenue and growth in recurring revenue business models.

• Proficient in MS Office (especially Excel) and CRM tools (Salesforce).

• Bilingual (English and French).

• Ability to travel as needed.
  

What you will get from us:

• A competitive and progressive salary;

• A group RRSP employer contribution up to 5%;

• A complete benefits package for you and your family;

• An Employee Assistance Program (EAP) and a Telemedicine service;

• A $750 wellness allowance per year;

• 4 weeks' vacation and 8 sick days yearly;

• The possibility of working in the office or at home, and up to 3 months abroad per year *conditions apply;

• A strong work-life balance: flexible hours, and year-round mini-Fridays;

• Skill development opportunities through engaging workshops, trainings, access to Udemy and opportunities to attend conferences;

• Companywide and team bonding activities to connect with your peers throughout the year;

• Weekly Bootcamp and Pilates classes for Amilia ;

• 25% discount on annual membership for STM and EXO;

• Up to 15 hours of group volunteering paid per year;

• In-office snacks, including fresh fruit baskets, coffee, beverages, and free drinks.

Amilia is committed to the principle of equal employment opportunity and encourages applications from women, members of visible minorities and ethnic groups, Indigenous Peoples, persons with disabilities, or any other status protected by the laws or regulations of the Province of Quebec. Amilia is committed to providing a work environment free of discrimination and harassment. Amilia's strength lies in the sum of the ideas and innovations shared by its diverse and inclusive teams.

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