Customer Success Manager

Seertech Solutions is a company dedicated to transforming enterprise learning into business performance. They are seeking a Customer Success Manager who will serve as a trusted advisor to enterprise customers, helping them maximize the value of their investment and achieve strategic goals while driving long-term growth and customer satisfaction.

Responsibilities:

• Develop deep relationships with executive sponsors, administrators, and technical/business stakeholders
• Understand each customer's quarterly objectives, strategic initiatives, and success drivers
• Guide customers on best practices and on going platform adoption
• Act as the customer's trusted advisor while balancing customer needs with Seertech's business objectives
• Conduct regular and proactively planned customer touchpoints with purposeful agendas and defined outcomes
• Facilitate and coordinate Executive Business Reviews (EBRs) annually or bi-annually
• Seek, support, nurture customers expanding adoption across new teams, business units, and use cases
• Coach customers on maximizing platform capabilities and business value. Always showing, informing and educating
• Monitor and recognize early warning signs including reduced engagement, tone, organizational changes, stakeholder turnover, acquisitions, restructures, or declining platform usage to identify early warning signals
• Follow escalation and CS playbook processes and collaborate internally to resolve issues quickly
• Maintain high levels of customer trust through responsiveness, follow-through, and accountability
• Communication and setting proper expectations. The good news and the bad news
• Customer Success plays an important role in revenue growth, while this is not a sales role that works on variable comp, our global customer success teams are the eyes and ears of the organization
• You'll actively listen for opportunities including: Additional expansion into other business units, Partner or customer training initiatives, Professional Services engagements, Reporting and analytics projects, Promoting Integrations & Interoperability, Accelerated enhancements
• Capture meaningful and actionable customer feedback
• Partner with Product and Engineering to influence roadmap priorities
• Advocate for customer needs while maintaining alignment with company priorities
• Ensure customer enhancement requests are progressing appropriately
• Collecting solid, clear business requirements so we can deliver effectively
• Partner with marketing and develop customer spotlight pipeline
• Ensure >90% reference rate for your book of business
• Encourage participation in customer advisory boards, programs and events
• Share best practices across the customer community
• Involve leadership when customers need support to internally advocate Seertech
• Working alongside global and regional leadership, you'll begin renewal planning approximately 6 months before contract expiration by: Reviewing customer health, Strategically pre-planning EBRs before renewals, Identifying renewal risk/opportunity, Coordinating internal stakeholders, Preparing customers for successful renewals
• You'll stay current on: New product releases, Platform capabilities- Foundations Certification, Customer success stories, Best practices in enterprise Customer Success, Complete CSM Certification, Learn and deliver a product demo

Requirements:

• 5–7+ years of Customer Success, Account Management, or Strategic Account Management experience within B2B Enterprise SaaS
• Fluent in French
• Experience managing enterprise customer relationships
• Excellent executive communication and presentation skills
• Strong discovery, questioning, and active listening abilities
• Experience conducting Executive Business Reviews (QBRs)
• Ability to manage multiple strategic accounts simultaneously
• Strong organizational and time management skills
• Comfortable working cross-functionally across Leadership, Sales, Product, Professional Services, and Support
• Experience with Learning Management Systems (LMS), HR Technology, or EdTech
• Experience supporting complex enterprise software implementations
• Understanding of customer adoption strategies and customer health methodologies
• Business Analyst Skills (Business requirement gathering)