Senior Customer Success Manager (CSM) - Global Infrastructure

Why your role matters

What you’ll be doing 

• Onboarding and Implementation 
  • Guide our top customers through the onboarding process and ensure their transition from ‘quote to cash’ is seamless.
  • Set up accounts, provide training, and make sure customers are ready to use the product from day one.
  • If customers have specific needs,  you’ll be the one implementing those solutions across the team.
• Customer Commitment and Promotion 
  • You’ll be the go-to person for your accounts, making sure communication stays smooth with regular check-ins.
  • Hold weekly meetings to address any questions, concerns, and feedback, and provide metrics to show how  we’re delivering.
• Investigation and Promotion  
  • Work with the Ops teams to dive into customer issues and quickly solve them.
  • Be the customer’s advocate internally, making sure their needs are heard in product or service meetings.
• Optimizing the Customer Journey 
  • Find ways to streamline customer processes, from lead to cash, and make everything more efficient.
  • Work with Product, Sales, and Marketing to innovate and implement new tools to keep i3D.net ahead of the curve.
  • Align teams to make sure opportunities get executed on time and with impact.
• Data and Reporting  
  • Look over customer data to spot areas where we can improve and reduce churn risk, using tools like Jira Service Management (JSM).
  • Lead Monthly Business Reviews (MBR) and Quarterly Business Reviews (QBR) to keep customers in the loop and promote new features/products.

What success looks like in the first year

• You’ve helped key customers get up to speed quickly, and  they’re seeing real value from day one.
• Your accounts are sticking around, growing, and renewing—because they trust you and love working with us.
• Customers feel heard and supported, with high satisfaction (NPS/CSAT) showing the impact of your work.
• More people are using our products and getting the most out of them, thanks to your guidance.
• Your check-ins (like MBRs/QBRs) drive engagement, keeping customers happy and invested.
• You’ve made things smoother—whether by improving processes, suggesting new tools, or making teamwork across departments easier.

• Education : You hold a bachelor’s degree or demonstrate equivalent thinking level in Business Administration, IT, Communications, or a related field.
• Customer Focus : You have 3+ years of experience as a Customer Success Manager or Account Manager, working with top-tier clients in infrastructure, cloud, SaaS, or IaaS environments. 
• Problem -Solving : You proactively identify and address issues before they escalate, ensuring a seamless customer experience.
• Relationship builder : You build trust, foster long-term relationships, and ensure clients achieve their goals by deeply understanding their context and needs.
• Tools : You are familiar with CRM tools such as HubSpot and Jira Service Management (JSM).
• Willingness to Travel : You're comfortable travelling twice a month, primarily to clients in North America.
• Remote vs Onsite : This hybrid role requires regular presence at our Montreal office. You must be based in or near Montreal to be eligible, as we do not offer relocation support for this position.

• Sustainable & Global gaming customers : Join a company with over 20 years of success, working with gaming leaders like Ubisoft.
• Comprehensive Benefits : Enjoy competitive pay, healthcare, dental, physio, and access to fully paid wellness services through Dialogue.
• Work-Life Balance : Benefit from 5 weeks of vacation and additionally 5 discretionary days between Christmas and New Year's
• Skill Development : Advance your career with clear growth paths, hands-on learning, and meaningful projects.
• Free Games : Enjoy lifetime access to Ubisoft’s game library