Customer Success Manager

Intrado is dedicated to saving lives and protecting communities through innovative emergency services. They are seeking a Customer Success Manager to manage a portfolio of accounts, guiding customers through onboarding and ensuring long-term engagement and retention.

Responsibilities:

• Own a portfolio of accounts, ensuring successful onboarding, engagement, and long-term retention
• Support renewals by managing timelines, value delivery, and stakeholder alignment. Identify expansion opportunities (upsell, cross-sell) and partner closely with Sales or Customer Success leadership to pursue them
• Act as the primary point of contact post-sale, guiding customers through adoption, usage, and value realization
• Monitor customer health using usage data, NPS, and feedback to proactively address risks
• Act as initial point of contact for customer escalations, working to resolve issues to customer’s satisfaction
• Build strong relationships with customers at both operational and executive levels
• Deliver regular business reviews and product updates tailored to customer goals
• Collaborate cross-functionally with Sales, Support, Product, Operations, and Marketing teams
• Advocate for the customer by sharing feedback and feature requests with the Product team
• Help refine and scale customer success processes and best practices

Requirements:

• 2–5 years of experience in Customer Success, Account Management, or a client-facing role in SaaS or tech
• Proven track record of managing multiple customer relationships and driving renewals or growth
• Strong communication and interpersonal skills — comfortable engaging stakeholders from end users to executives
• Ability to analyze data and customer health metrics to inform decisions
• Strategic thinking with a customer-first mindset
• Comfortable working in a fast-paced, collaborative environment
• Travel required, as needed
• Bilingual in both French and English may be required depending on location
• Experience with upselling is highly preferred
• Familiarity with Customer Success platforms and CRMs (e.g., Salesforce) preferred