Customer Success Manager (CSM)

What that means day-to-day:

• Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
• Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
• Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
• Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
• Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
• Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
• Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
• Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
• Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
• Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
• Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.
  
  

What you’ll need to be successful:

• 2–5 years of proven experience in customer relationship management or customer service in a B2B environment
• Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
• Strong results orientation with solid analytical and problem-solving abilities
• Good understanding of compliance, supplier management, or health & safety issues (an asset)
• Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus

What you’ll get in return:

• A response to your application within 15 working days
• An interview process consisting of:
• An initial discovery call with the recruiter
• A first stage interview via Microsoft Teams 
• Additional interview with the stakeholders you’ll be working with closely in the role