Customer Success Manager (Channel Partners)

Responsibilities

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management.
• Coach and teach our partner's Customer Success Managers (P-CSMs) how to excel at customer success.
• Own and manage customer escalations and coordinate across departments to final resolution.
• Assist P-CSMs with policy and license questions.
• Contribute to Customer Success Best practices.

Requirements

• 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles.
• Located in Canada.
• Must be bilingual in French and English (written and verbal)
• Excellent oral & written and frictionless communication skills.
• You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
• You listen, ask questions, build consensus, de-escalate, solve ambiguous problems.
• You enjoy coaching and teaching others how to excel as a customer success manager.
• You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion.
• You are passionate about driving customer satisfaction and making good business decisions.
• You enjoy learning, be it new software, processes, or policies - and enjoy sharing that knowledge.
• You learn quickly, are resourceful and self-directed, and can work independently.
• You are detail-oriented and organized.
• You effectively interact with C-Level executives of 100+ employee companies.
• You effectively manage tense situations and help bring them to an effective resolution.
• You enjoy and are proficient at handling diverse workloads and can prioritize effectively.
• You enjoy a dynamic work environment (continuously evolving and fast-paced)
• You are a team player, willing to contribute to the overall success of the team

Benefits

Additional Information

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