Customer Success Manager

About Us Founded in 2013, Verified is a forward-thinking technology company driving innovation across healthcare. We empower organizations to modernize their operations through secure, scalable, and cost-effective cloud solutions. Join our team and help shape the future of cloud architecture and digital transformation. We are looking for someone with the right personality, skills and attitude to join our management team. The Opportunity Working with the CEO, the Customer Success Manager (CSM) is responsible for building strong relationships with our customers, ensuring their satisfaction, and driving customer success. You will act as our customers' key point of contact, guiding them through onboarding, training, and ongoing support. This role requires a proactive approach to problem-solving and a commitment to understanding and addressing customer needs. This is a new role for the organization, so you will not only be contributing to client projects but also helping to develop the CSM role. Key Responsibilities Customer Onboarding: Lead the onboarding process for new customers, ensuring a smooth and efficient setup and integration of our products and services. Product Training: Conduct training sessions and workshops to educate customers on product features, functionalities, and best practices. Assist with the creation of training materials as needed. Customer Support: Support customers by addressing their inquiries, resolving issues, and ensuring their satisfaction. Feedback Collection: Gather and analyze customer feedback to identify areas for improvement and work with the development team to implement changes. Relationship Management: Build and maintain strong, long‑lasting customer relationships, acting as a trusted advisor and advocate for the customer. Customer Success Plans: Develop and implement customer success plans to drive product adoption, retention, and growth. Cross‑Functional Collaboration: Work closely with the management team to ensure a cohesive approach to customer success. Uncovering Revenue Opportunities: Identify and pursue upsell and cross‑sell opportunities within the customer base to drive additional revenue growth. Develop new business opportunities for Verified to grow and acquire new customers. Client Sign‑Offs: Ensure client sign‑offs on project milestones and deliverables, confirming that customer expectations are met. Issue Escalation: Manage and elevate customer issues as necessary, ensuring timely resolution and customer satisfaction. Reporting and Metrics: Monitor and report on key customer success metrics, including customer satisfaction, product usage, and retention rates. Experience A minimum of 3–5 years of experience in customer success, account management, sales, or a related customer‑facing role is required. Proven track record of managing customer relationships and delivering successful outcomes. Experience in a SaaS or technology company, as well as in a managed service company, is preferred. Experience in a healthcare related field is a bonus. Skills Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and persuasively. Strong interpersonal skills to build and maintain relationships with customers, internal teams, and stakeholders. Highly organized with the ability to manage multiple tasks, prioritize effectively, and meet deadlines. Proficiency in project management principles and practices, with experience in coordinating and leading projects. Ability to understand and explain technical products and services to customers. Strong analytical skills to interpret customer data, identify trends, and make data‑driven decisions. Technical Proficiency Proficiency using CRM software for account management. Familiarity with customer success tools and platforms. Understanding data analysis and reporting tools (e.g., Excel, PowerBI, Google Analytics). What We Offer Competitive salary and benefits package. $65,000 to $85,000 Employee stock options. Extended health benefits. Commission Sales Structure for new business acquisitions A dynamic, innovative, and inclusive work environment. Mainly remote working. Opportunities for professional growth and development. Verified is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Only applications with a cover letter and resume detailing your recent account management experience will be considered. Applicants must be Canadian Citizen or Permanent Resident and reside in British Columbia, Canada. #J-18808-Ljbffr