Client Success Manager
New
S
Symplicity & Orbis CommunicationsHigher education SaaS
Remote or Hybrid – employees may choose to work remotely or from our Hamilton officeFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Must be comfortable communicating professionally in both English and French.
- Required Skills
- Data AnalysisCustomer SuccessSaaSAccount Management
Requirements
- Have a bachelor’s degree, college diploma, or equivalent professional experience.
- Have experience in Customer Success, Client Management, Account Management, Product Support, Implementation, Onboarding, or a similar customer-facing role.
- Be comfortable communicating professionally in both English and French to support French-first customers.
- Bring strong digital literacy and willingness to learn new technologies and software platforms.
- Understand data, workflows, technology, and their effects on business and customer processes.
- Be able to explain technical concepts to non-technical audiences.
- Bring analytical and problem-solving skills.
- Have strong verbal and written communication and relationship-building skills.
- Be organized, detail-oriented, self-motivated, and able to manage multiple priorities.
- Work collaboratively across teams and independently, and be comfortable meeting deadlines in a fast-paced environment.
- Be willing to travel periodically for client meetings, training, and conferences.
- Software or SaaS experience is highly desirable; experience in post-secondary or higher education is an asset.
Responsibilities
- Build and maintain trusted client relationships throughout the customer lifecycle.
- Advise clients on goals, key performance indicators, and outcomes using Symplicity and Orbis solutions.
- Support client onboarding, implementation, product adoption, and optimization.
- Facilitate discovery workshops and meetings to understand client challenges, workflows, goals, and project requirements.
- Translate client business requirements into actionable recommendations and map solution capabilities to client needs.
- Guide clients in resolving product questions, challenges, and workflow issues, and help them adopt new features and best practices.
- Share customer feedback, ideas, questions, and requirements with Product, Development, Support, Implementation, and other internal teams.
- Identify at-risk clients and develop strategies to improve engagement, adoption, and satisfaction.
- Identify upsell and cross-sell opportunities and collaborate with Account Executives.
- Support customer advocacy, training, community engagement, and customer resources.
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