Customer Success Manager - Commercial
New
The OTE range represents the minimum and maximum for this position across North America.Full-TimeMiddle
Salary77,000 USD - 142,000 CAD per year OTE
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Job Details
- Experience
- 2–4 years
- Required Skills
- Artificial IntelligenceSalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 2–4 years of experience in Customer Success, Account Management, or similar SaaS role.
- Proven success managing a high-volume, high-value customer portfolio.
- Strong commercial acumen — experienced in renewal negotiations and deal execution.
- Exceptional communication and relationship-building skills, from admins to C-suite stakeholders.
- Strategic, curious, and customer-centric mindset.
- Strong organizational rigor: documentation, forecasting, and account planning.
Responsibilities
- Own your book of business: Manage 50–75 mid-market accounts, driving adoption, retention, and growth across your portfolio.
- Champion customer outcomes: Understand each customer’s business goals and connect product adoption to measurable results and ROI.
- Tell the customer story: Deliver compelling QBRs and executive briefings that tie product value to business impact.
- Lead commercial conversations: Own renewal and expansion discussions end-to-end, collaborating with Sales, Legal, and leadership as needed.
- Present accurate weekly forecasts to leadership, highlighting customer trends and potential impacts on business objectives.
- Build multi-threaded relationships: Engage across personas — from comp admins to finance leaders and executives.
- Advocate internally: Serve as a voice of the customer with Product & Engineering teams.
- Collaborate cross-functionally: Partner with Professional Services, Support, and Product to align on solutions.
- Drive operational excellence by integrating AI into your daily motion.
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