Senior Customer Success Manager
New
CanadaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- JiraAccount ManagementRelationship managementCustomer SuccessSaaS
Requirements
- 5+ years of experience in SaaS Customer Success, Account Management, or a similar customer-facing role managing enterprise clients.
- Proven experience owning commercial outcomes, including renewals, retention, and customer growth initiatives.
- Ability to translate product features into measurable business outcomes and lead value-driven conversations with executives.
- Strong interest in AI-powered tools and a willingness to adopt new technologies that improve customer engagement and operational efficiency.
- Experience with customer success platforms such as Gainsight, including success plans, outcome tracking, and risk management workflows.
- Excellent communication skills with the ability to engage senior executives, technical teams, and operational users.
- Experience leading executive business reviews, strategic planning sessions, and renewal discussions.
- Understanding of customer personas such as project managers, product managers, program managers, agile leaders, Jira administrators, and PMO teams.
- Highly organized, proactive, and customer-focused, with strong ownership and problem-solving abilities.
- Ability to adapt quickly and thrive in a collaborative, scaling, and cross-functional environment.
Responsibilities
- Manage a portfolio of enterprise customers, acting as a trusted advisor and strategic partner throughout the customer lifecycle.
- Lead executive-level conversations focused on planning, prioritization, adoption, and value realization.
- Drive customer retention and growth by managing renewals, identifying expansion opportunities, and proactively addressing risks.
- Use AI-assisted customer success tools to streamline operational tasks, improve account insights, and dedicate more time to strategic customer engagement.
- Facilitate business reviews, success planning sessions, and outcome-focused discussions with customer stakeholders and decision-makers.
- Support adoption initiatives by working closely with operational users, including project managers, program managers, agile teams, and system administrators.
- Provide tailored best practices that help customers improve workflows, productivity, and resource management processes.
- Maintain accurate customer records, success plans, usage insights, risk assessments, and business outcomes using customer success platforms.
- Partner with Sales, Product, and other internal teams to deliver a seamless customer experience.
- Identify customer success stories and contribute to case studies that showcase business impact and product value.
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