Customer Success Manager

Why LoginRadius?

We secure more than 1 billion #digitalidentity on behalf of thousands of businesses and governments worldwide.

LoginRadius is at an exciting moment in its trajectory. It is ranked #1 in CIAM Technology by Forrester and CIAM Industry Leader by KuppingerCole. We manage digital identities of over 1 billion users globally including users of many Fortune 1000 companies.

With our industry-leading identity platform, we are targeting a $24B revenue opportunity market which is growing over 23% YoY. In this journey, we have an amazing team, partners and investors including Microsoft (which joined us as part of our $20M Series A).

COVID has accelerated the need for consumer-facing digital transformation like never before. Brands need to build amazing digital experiences, need to secure the customers accounts and data, and protect their customers’ privacy. The LoginRadius Identity Platform sits at the intersection of Experience, Security and Privacy; thus, we are working on to drive huge growth and massive expansion in the identity space.

The platform is already loved by over 3,000 businesses with a monthly reach of 1.17 billion users worldwide.

The company has been named as a leading industry player in consumer customer identity and access management (CIAM) by Gartner, KuppingerCole, and Computer Weekly. Microsoft is a major technology partner and investor.

Requirements

About the role:

We are looking for someone to join our Customer Success team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.  You will be part of our North America Customer Success team.

As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Professional Services, and Engineering teams.

What you’ll be doing:

Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity):

• Customer Success and Growth: Craft and execute tailored Success Plans for each client to expedite their adoption and maximize value from LoginRadius, guiding them towards measurable success, advocacy, retention, and expansion.
  

• Ownership: Take charge of your client portfolio, proactively addressing churn risks, pinpointing growth prospects, eliminating obstacles, and positioning yourself as a trusted advisor to client stakeholders.
  

• Adoption: Maintain an unwavering focus on driving product usage and adoption by setting clear expectations, implementing best practices, and meticulously tracking data points to ensure proactive and reactive responses.
  

• Communication: Foster robust relationships through clear and efficient communication with clients, stakeholders, and internal teams, elevating satisfaction levels, fostering collaboration, and gaining deep insights into client needs and objectives.
  

• Problem-Solving: Anticipate and swiftly resolve client issues by taking proactive measures and collaborating closely with clients and internal teams to deliver effective solutions.
  

• Collaboration: Collaborate seamlessly with cross-functional teams, sharing insights and resources, championing initiatives, and actively participating in discussions to deliver superior support to clients, with a willingness to spearhead efforts that benefit multiple clients.
  

• Executive Relationship Building: Cultivate strong ties with key decision-makers, identifying and navigating the organizational decision-making structure, and engaging strategically with various stakeholders to influence major client decisions.
  

• Product Knowledge: Maintain a comprehensive understanding of LoginRadius's product offerings and services to provide clients with informed guidance and direction. Continuously enhance expertise through certification achievements and staying abreast of solutions and roadmap updates.
  

You would be ideal for this role if you have: 

• 3 Years of proven experience in customer success management, particularly in driving the adoption of technical platforms or SaaS solutions.
  

• A customer-focused and proactive team player dedicated to fostering customer loyalty and increasing adoption rates.
  

• Proven success in navigating complex enterprise environments and establishing trusted relationships across all organizational levels.
  

• Skilled in driving product adoption and expansion by understanding customer needs and goals, employing consultative questioning techniques to gather essential information for customer support.
  

• Capable of thriving in a fast-paced environment, juggling multiple customers and projects, anticipating future needs, and effectively solving problems.
  

• Open to feedback, committed to continuous learning, possessing a growth mindset, and aligned with LoginRadius's core values.
  

• Excellent verbal, written, and presentation abilities.
  

• Proficient in organizing, prioritizing, and completing tasks to meet daily deadlines.
  

• Flexible to occasionally participate in global meetings, training sessions, kick-offs, and off-site events.
  

Benefits

What would you get?

• Vacation Entitlement
  

• Leave Benefits 
  

• Competitive Compensation 
  

• Insurance Benefits 
  

• Employee Engagement 
  

• Fully Remote Work
  

Budget:

80k-110k CAD Base Pay 
This is a Remote Opportunity and we need people from the Eastern Coast in North America.