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Our client offers a highly configurable suite of market planning and geographic information systems to more than 300 Enterprise and MM organizations across the retail, healthcare, restaurant, and healthcare industries. Notable clients include Lululemon, In-N-Out Burger, Levi's, Chipotle, and A&W and are on a clear trajectory to $20M in revenue with less than 2% churn rate. 
 
About the role: Customer Success Manager 

• Unlike traditional CSM roles, this role is highly flexible and will require the creation and execution of highly tailored and customized solutions and out of the box thinking to test new solutions and segways that haven't been done before
• Responsible for owning the relationship with clients post onboarding and will act as the primary point of contact for 30-40 MM and Enterprise accounts
• Manage and respond to inbound customer requests including but not limited to customization, new features, integration, training, and data integration and custom reporting 
• Translate client business requirements into actionable solution plans while collaborating with the internal technical team to plan project deliverables and align client objectives with successful project outcomes
• Conduct regular project evaluations, assessing performance against key metrics and implementing improvements to enhance overall project efficiency and success 
• Craft and lead presentations to C-suite stakeholders 
• Discover opportunities to automate existing processes, creating efficiencies and scalability 
• Lead client education and presentations to maximize product adoption 
• Must be able to report to an office 2-3 days per week 

Compensation

• Base salary + bonus 
• Comprehensive health & dental benefits 
• Personal health spending account and wellness benefits program 
• Cellphone subsidy
• RRSP matching 
• 15 days vacation 
• Half-day summer Fridays

Requirements for Consideration

• 3+ years of CSM, IT support, Technical Account Management or related experience in technology 
• MUST have a genuine curiosity and creative mindset - 
• Entrepreneurial and able to think outside of the box - this is a fast-paced environment with very few restrictions around what is capable  
• Strong Technical acumen & aptitude to learn
• Confident leading meetings with c-suite executives and comfortable challenging customer requests 

 
 
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