Sr. Customer Success Manager Canada Remote

3 days ago

Canada Remote Appspace Full time $80,000 - $120,000 per year

Appspace & Igloo:

Appspace recently announced it acquired Igloo Software, expanding its global leadership in employee communications. As part of this integration, we're hiring a Senior Customer Success Manager to lead adoption, engagement, and retention efforts with existing Igloo customers. You'll play a key role in guiding customers through strategic migration and success plans, ensuring a seamless transition and long-term value. This role requires strong relationship-building skills, a consultative mindset, and the ability to manage multiple priorities.

Your Role as a Sr. Customer Success Manger:

  • Create Strategic Relationships: You own a high ARR portfolio of customers to develop and maintain strategic business relationships building fierce customer & brand loyalty
  • Customer Engagement: You build in-depth knowledge of the customer, their business/industry and their digital workplace strategy. Together with a deep knowledge of the product and customer you actively promote programs and campaigns that drive customer adoption and engagement and ensure wild success.
  • Migration Identification and Support: You drive the process of creating and monitoring opportunities, identifying need, authority and timing to execute migration plans into action. You will work with the Migration Team to provide accurate information to support successful migration opportunities.
  • Digital Workplace Consultation: You become the trusted advisor to customers by providing digital workplace strategic plans and applying solutions to address specific business challenges to support them throughout their engagement lifecycle
  • Proactive Internal Partnering: Work closely with key cross functional teams, including sales, engineering, implementation to advocate for improving/enhancing existing capabilities where appropriate.

What You'll Need:

  • This role is based in the Eastern Time Zone (EST), allowing for effective support of customers on both the U.S. East Coast and in Europe.
  • 5 years' experience managing customer relationships in a customer success capacity in a SAAS environment
  • Experience managing and expanding customer relationships, including those at the executive level
  • Experience working within a SaaS organization, understanding subscription-based software models, ARR, migration, and other aspects of business development.
  • Consultative and strategic approach to customers, including an ability to understand their needs and turn them into short- and long-term action and success paths.
  • Ability to navigate difficult conversations with diplomacy and tact
  • Demonstrated ability to drive adoption and strong customer retention rates
  • Excellent communication and presentation skills, including listening to customers to understand their spoken and unspoken needs and challenges
  • Achievement oriented, with the ability to prioritize tasks and effectively manage multiple clients in a dynamic and fast-paced environment.
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience within a fast paced, growing organization is advantageous
  • Ability to travel within North America as needed
  • Understanding of intranets and related technologies such as Content Management (CMS), Web Content Management (WCM), CRM, Portals, Cloud, and Enterprise Software Solutions is a plus
  • Direct software migration experience is an asset.
  • Background in cloud technology is an asset
  • Background in Salesforce is an asset

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