Sr. Customer Success Manager

Customer Leadership and Value Realization 

• Serve as the senior strategic advisor for a portfolio of complex or enterprise accounts, aligning customer business goals to product capabilities and measurable outcomes. 

• Develop, maintain, and execute comprehensive customer success plans that define success criteria, milestones, and long‑term adoption strategy. 

• Conduct deep analysis of customer workflows, use cases, and pain points to drive tailored recommendations that optimize value realization. 

• Lead executive‑level business reviews, presenting outcome metrics, adoption insights, and strategic recommendations to senior stakeholders. 

• Influence customer roadmaps by identifying opportunities to expand product usage, adopt new capabilities, and integrate advanced features. 

Customer Adoption, Optimization, and Lifecycle Progression 

• Drive successful onboarding, ensuring customers adopt the platform effectively and achieve measurable early‑stage success.  

• Analyze customer health indicators, usage data, and operational trends to identify optimization opportunities and proactively address obstacles. 

• Partner closely with Product, Support, Engineering, and Implementation teams to ensure seamless deployment and ongoing optimization. 

• Introduce new product features, enhancements, and updates to maximize ongoing value and minimize friction. 

• Ensure the customer journey advances smoothly through onboarding → adoption → maturity → renewal. 

Risk, Issue, and Escalation Management 

• Detect early indicators of risk through data insights, customer behavior, and stakeholder sentiment; develop mitigation plans accordingly.  

• Serve as the primary escalation point for key accounts, coordinating cross‑functional resources to resolve issues effectively and promptly. 

• Conduct root‑cause analysis on complex customer challenges and recommend structural or strategic solutions. 

• Manage communication during escalations, ensuring alignment between customer stakeholders and internal teams. 

• Document, track, and resolve systemic gaps, contributing to long‑term stability and customer trust. 

Growth, Retention, and Revenue Enablement 

• Identify and qualify upsell/cross‑sell opportunities based on evolving customer needs, product usage, and strategic alignment.  

• Partner with Sales to build growth strategies, articulate value, and support commercial conversations. 

• Lead customer renewal readiness by monitoring adoption, value realization, executive sponsorship, and business alignment. 

• Provide strategic guidance to customers on multi‑year adoption strategies and long‑term solution investment. 

• Influence customer ROI through structured planning, metrics, and use‑case expansion. 

Cross-Functional Collaboration  

• Serve as the internal voice of the customer, influencing product roadmaps, technical enhancements, and operational processes.  

• Collaborate with Sales on renewal readiness, expansion qualification, strategic account planning, and co‑owned customer initiatives. 

• Partner with Engineering and Support to relay customer-impacting issues and drive coordinated resolution paths. 

• Provide structured feedback loops to Product Management based on customer trends, enhancement requests, and strategic needs. 

• Participate in organizational programs, pilots, and CS initiatives that improve scale, efficiency, and customer outcomes. 

Minimum Education: 

• Bachelor’s degree in Business, Communications, Technology, or related field or equivalent experience. 

Minimum Experience: 

• 5+ years in Customer Success, Account Management, Consulting, or similar client‑facing roles. 

• Experience supporting enterprise or strategic accounts. 

• Demonstrated success influencing senior stakeholders and guiding complex outcomes. 

Knowledge, Skills & Abilities:  

• Advanced customer relationship management skills, including executive‑level communication, stakeholder alignment, and the ability to influence decision‑makers 

• Strong analytical and diagnostic capabilities to interpret customer health metrics, usage patterns, operational performance, and business outcomes. 

• Expertise in Customer Success methodologies, lifecycle progression frameworks, and value realization strategies for complex accounts. 

• Ability to manage large, strategic customer portfolios, balancing multiple priorities while maintaining high‑touch engagement quality. 

• High proficiency with customer‑success and CRM platforms (e.g., Salesforce), including reporting, segmentation, and account planning workflows. 

• Strong technical and product aptitude, enabling translation of business requirements into product configurations, integrations, or feature adoption pathways. 

• Ability to speak English and French helpful depending on customer group and location.

• Advanced problem‑solving and root‑cause analysis skills, especially during high‑visibility escalations or executive‑level challenges. 

• Exceptional cross‑functional collaboration abilities, working effectively with Product, Engineering, Implementation, Support, and Sales to drive cohesive outcomes. 

Travel Requirements:  

• May be required to travel up to 25% depending on business needs, customer requirements, project assignments, or stakeholder engagements. 

Physical Requirements: 

• Position requires long periods of sitting, typing, and participating in phone or video calls.