Customer Success Manager (English & French-Speaking)

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Requirements:

• 2-4 years of experience in SaaS customer success or support for Enterprise clients in a high-touch capacity.
• 2+ years of cross-functional operational experience in MRO Supply Chain Management or Maintenance Planning roles.
• Functional knowledge of major ERP/EAM systems, such as SAP or Maximo.
• Familiarity with tools to analyze customer engagement trends and create action plans based on analyses.
• Excellent communication skills to present product concepts and articulate strategy to various stakeholders.
• Proficient in both English and French.
• Experience using tools to track customer requests and trouble tickets.
• Strong technical analysis skills with SQL for customer support.
• Ability to adapt in a fast-moving environment and experience in a startup setting is a plus.

Responsibilities:

• Drive customer retention through renewals and execute upsell and cross-sell opportunities.
• Gain a deep understanding of customer needs and help them succeed with the Verusen platform.
• Develop strong relationships with various customer stakeholders and become a trusted partner.
• Craft and prioritize initiatives for customers that promote long-term value and improve experience.
• Assist in driving new product capability rollouts, including documentation and training.
• Coordinate quarterly business and partnership reviews to align customer and company goals.
• Work closely with the account team for seamless transitions from onboarding to value creation.
• Provide Level 1 support and triage for higher-level technical support.
• Act as a liaison between Verusen and customers.