Strategic Customer Success Manager – Partner Alliances

Role Overview

• Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
• Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
• Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence.
• Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
• Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
• Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
• Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
• Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
• Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
• Support renewals: Partner with renewal and account management teams as needed.
• Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
• Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
• Support enablement initiatives: Provide feedback and assistance to the enablement team.
• Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

Requirements

• Customer success is your priority: You define success by customer outcomes, long-term health, and reliable execution.
• Customer-centric mindset: You're passionate about delivering exceptional experiences.
• Data-driven approach: You're comfortable analyzing data and spotting patterns.
• Adaptable and open to change: You embrace new processes and continuous improvement.
• Tech-savvy and curious: You enjoy learning and understanding products from a user perspective.
• Industry-aware: You follow trends and use insights to enhance conversations.
• Metrics-focused: You understand key metrics like Gross Retention, Net Retention, NPS, and health scores.
• Excel proficient: You can interpret and analyze data effectively.
• Performance-oriented: You stay current on best practices to improve adoption, satisfaction, and revenue.
• Experience with CS tools: Familiarity with Salesforce, ChurnZero, PlanHat, Totango, and/or Gainsight.
• Customer Success expertise: Proven success managing a book of business and understanding CS as a discipline.
• Results-driven mindset: Strong background in Customer Success or related Customer Experience functions.

Benefits

• Health, Dental and Vision Insurance
• 20 Days Annual Leave
• Life Insurance and Accidental Death & Dismemberment
• Group Retirement Savings Plan
• RRSP: 100% Company Match from 1-3% and 50% from 4-5%
• TFSA
• Employee Assistance Program