Scaled Customer Success Manager, Boomi, Vancouver

Boomi is a fast-growing data activation company that powers the agentic enterprise by bringing data to life across businesses. They are seeking an experienced Customer Success Manager to work with a large portfolio of customers, driving adoption and ensuring customer satisfaction through proactive engagement and collaboration with internal teams.

Responsibilities:

• Develop and maintain a deep understanding of our customer's business objectives, challenges, and opportunities and help deliver value-driven engagements
• Identify, design, and being able to achieve the customer's goals in a short-term relationship
• Maintain a deep understanding of our platform and make recommendations on how customers can use it to accelerate their business objectives
• Deliver proactive and reactive customer success motions through touchpoints that require product knowledge, joint planning, problem-solving and ability to multi-task
• Collaborate with internal teams, including sales, services, support, and product to ensure adoption as well as mitigate any adoption risks
• Track and report on key metrics related to customer engagement, adoption, satisfaction, and retention
• Proactively identify opportunities to expand the usage of Boomi products and services within existing customer accounts

Requirements:

• 4-6 years of experience working as either Success Manager, Technical Consultant, Architect, or in other roles with a project, delivery, or technical account management focus
• Experience working with a large portfolio of customers (+100) and being able to manage multiple accounts at different stages in the life cycle
• Excellent ability to understand and communicate complex business and technical subjects to both technical and non-technical audiences
• Ability to actively listen to customers and translate their business needs into personalized consultation
• Proven business and technical acumen to proactively identify customer needs and implement success, adoption, and outcome realization plans
• Have a data-driven and analytical mindset to prioritize, manage, and deliver multiple tasks and initiatives simultaneously
• Technical proficiency and a strong understanding of cloud-based software solutions
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Impeccable verbal and written communication skills as well as customer-facing experience
• 2-3 years of working as a Customer Success Manager for a SaaS or a cloud-based platform
• Experience in iPaaS, Automation, or Data/Application Integration space
• Experience with Customer Success Management tools like Gainsight, Totango or ChurnZero
• Nice to Have Language Skills - Japanese, Mandarin, French, German