Customer Success Manager

Role Overview

• Onboard new customers effectively, transitioning them from initial deployment to post-deployment success plans.
• Develop success plans for customers, outlining their key success factors and recommendations.
• Conduct regular check-ins through Monthly or Quarterly Success Reviews to measure progress and identify areas for improvement.
• Collaborate with Professional Services to identify new opportunities and assist in transitions following deployments.
• Respond to customer requests and offer strategic guidance on product use, account modifications, and business expansion.
• Monitor customer adoption of OnePlan’s features and functionality, ensuring alignment with their business needs.
• Facilitate renewals of subscriptions and support agreements, minimizing churn by maximizing customer satisfaction.
• Collect customer feedback, collaborate with product and engineering teams, and ensure customer input is funneled into product roadmaps.
• Act as a trusted customer advocate and thought leader, both internally and externally, sharing your insights and experiences.

Requirements

• 1-5 years of experience in a Customer Success or account management role at a B2B SaaS company.
• Proven experience managing enterprise-level accounts, including customer escalation and issue resolution.
• Ability to collaborate and build strong relationships with clients and internal teams, especially at the executive level.
• Experience working with cross-functional teams, including Sales, Services, and Product Management.
• Excellent communication skills, including leading meetings and webinars.
• Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
• A passion for customer service and helping businesses succeed with technology solutions.

Benefits

• We’re a remote-first company with team members across the USA, Canada, UK, and India!
• OnePlan has been recognized as the Global Microsoft Partner of the Year in Project Portfolio Management in 2019, 2020, 2021, 2022 and 2023.
• We’ve been named a "Strong Performer" in the latest Forrester Strategic Portfolio Management WAVE report.
• We offer comprehensive health, dental, and vision benefits, with additional insurance options.
• Employer RRSP and 401K matching programs.
• A fun, collaborative, and diverse environment with regular health and team challenges to keep things light and enjoyable!