Enterprise Customer Success Manager

New

JobgetherTechnology; industrial automation

Remote work opportunity based in CanadaFull-TimeManager

Salary not disclosed

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Job Details

Languages: Professional fluency in English is required; bilingual English/French communication skills are expected.
Experience: 8+ years of experience working with customers in commercial, sales, technical, customer success, or related business environments.
Required Skills: Microsoft Power BI

Have a bachelor’s degree in Business Administration, Engineering, or a related field, or equivalent relevant professional experience.
Have 8+ years of experience working with customers in commercial, sales, technical, customer success, or related business environments.
Demonstrate experience increasing annual recurring revenue and developing growth strategies for services, software, or subscription-based offerings.
Have experience managing enterprise customers and working across complex, matrixed organizations.
Understand customer buying behaviors, purchasing processes, and enterprise decision-making.
Bring strong commercial acumen, including the ability to build trust with Sales teams and contribute to complex contract and expansion discussions.
Understand how services are structured and delivered, and collaborate effectively with service delivery teams on behalf of customers.
Demonstrate analytical and problem-solving abilities, translating customer data and insights into actionable recommendations.
Have professional fluency in English; bilingual English/French communication skills are expected.
Experience with customer success platforms such as Gainsight and analytics tools such as Power BI is preferred.
Experience in manufacturing, industrial automation, technology, or another complex B2B environment is an asset.

Manage the annual recurring revenue target and growth strategy across enterprise contracts and software subscriptions.
Use customer success platforms and workflow data to execute onboarding, adoption, expansion, and renewal activities.
Analyze customer and business data to demonstrate the value delivered through services contracts and software subscriptions.
Communicate customer value and outcomes through regular business reviews, including Quarterly Business Reviews, and aggregate insights at the corporate customer level.
Identify customer needs, usage patterns, and business insights to recommend changes or additions to services and subscription scopes.
Initiate expansion opportunities with Sales and track the effectiveness of expansion motions.
Build trusted relationships with customer stakeholders and understand their buying behaviors, priorities, and decision-making processes.
Collaborate with Sales, Delivery, Distribution, and other internal teams to support the customer experience.
Advocate for customer needs and provide feedback to portfolio teams to improve services, offerings, and customer outcomes.
Identify retention risks, address customer concerns, and strengthen adoption and engagement.

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