Customer Success Manager / experienced CSM (M/F)
Belcan
Job Title: Customer Succ Manageress
Remote
We are helping our client find an experienced Canadian based customer success professional to join
their growing international team.
The Enterprise Customer Success Managers (ENT CSMs) work with customers throughout their post-sales journey to make sure customers are successful
The ENT CSM for the international business will own a book of accounts within our globally-based segment, and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, driving retention, managing complex renewals, and expanding our footprint within these international accounts.
This ENT CSM will also partner with our international sales counterparts to identify and execute growth opportunities within internationally-based accounts.
Manage a book of approximately 50 of our largest and most strategic global Enterprise accounts
Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal
Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
Proactively drive customer adoption and mitigate retention risk
Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions
Be the voice of the international customer internally to share product feedback and resolve customer challenges
Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
Participate in special projects and additional responsibilities as needed
8+ years experience working in a customer-facing account management, sales or customer success role
- A strong understanding of customer success
- Experience managing a book of 50+ customer accounts
- Experience directly managing renewals, driving renewal strategy, and handling complex customer negotiations
- A customer-centric mindset and the ability to continuously connect customer"s business pains to specific product benefits and value propositions
- High commercial acumen and strong discovery skills
- 2+ years experience using Salesforce
Experience working in a remote-first environment
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