Homeoffice Senior Customer Success Manager, West

About the role

Our client is seeking a Senior Customer Success Manager to help drive value for a strategic set of Enterprise Customers. Partnering closely with Account Executives, Solutions Engineers, and Technical Architects, Customer Success Managers (CSMs) work cross-functionally to identify opportunities where existing customers can grow their usage of the product or identify new use cases to leverage its capabilities. As trusted advisors to customers, CSMs act as consultants, project managers, product evangelists, as well as thoughtful advocates for customers and their priorities.

Salary Range

$152,000 - $188,000

• Canada (All figures cited below in CAD and pertain to workers in BC, Canada)
• $172,100 - $237,200

Responsibilities

As a Senior Customer Success Manager, you will:

• Establish a trusted advisor relationship across the customer’s organization to ensure customers are getting value from the products and services.
• Work with customers to understand their unique goals and business processes while nurturing relationships with influential stakeholders to empower them to be product champions.
• Drive account strategy to help customers understand how the product can effectively power their entire Web footprint.
• Provide enterprise customers with guidance on launching and optimizing their deployment following industry best practices.
• Respond to customer inquiries, provide solutions to complex use cases, and conduct executive business reviews to assess progress against desired outcomes.
• Collaborate with internal teams and partners to drive renewal outcomes and ensure customers can build scalable solutions using the product.
• Act as the voice of the customer with the product team to help shape product evolution.

Qualifications

You will thrive in this role if you:

• Have a consultative approach and can navigate complex business needs and requirements.
• Possess prior experience in Customer Success or Account Management with a SaaS company or digital marketing agency (5-6 years of relevant experience preferred).
• Demonstrate exceptional communication skills and business acumen.
• Have excitement for learning a technical product across various use cases and managing high-value customer relationships effectively.

Core Behaviors

• Obsess over customer experience.
• Move with heartfelt urgency.
• Say the hard thing with care.
• Make your mark.

Benefits & wellness

Benefits/additional compensation may include equity, company bonus or sales commissions/bonuses, retirement plans, health benefits, and wellness stipends.

• Equity ownership (RSUs)
• 100% employer-paid healthcare, vision, and dental insurance
• 12 weeks of paid parental leave
• Flexible PTO
• Access to mental wellness programs
• Monthly stipends for health and wellness
• Professional career coaching and development programs
• 401k plan and pension schemes
• Commuter benefits for in-office employees