Customer Success Manager Canada

• Guide customers through ElectroNeeks range of product offerings and resources facilitating their success with marketing sales and project implementation.
• Track guide and deliver customers growth within ElectroNeeks success journey: recommended roadmap based on the successful experience of current customers.
• Proactively follow up with customers based on ongoing projects trends and/or previous needs.
• Maintain accurate client records in our CSM software (Planhat) by keeping track of any contract updates upsell opportunities and registering all tasks and commitments ensuring that nothing is overdue and consistently identifying the next actions for upsell and expansion opportunities.
• Identify upsell and crosssell opportunities and help partners find the best offer to accomplish their business goals.
• Monitor customers health by collecting and analyzing data related to their usage technical requests project implementation communication engagement and feedback.
• Collaborate with internal departments to fulfill client needs including analyzing customer requests and effectively communicating followup and guidance to internal teams.

• 5 years of experience in customer success management including ownership of accounts revenue.
• 10 years total experience in the IT industry.
• A passion for being a subject matter expert is essential. A strong foundation of product knowledge is key to success as a CSM.
• Strong business acumen and strategic vision capable of conducting structured analyses and developing detailed action plans.
• Understanding of business and SaaS metrics (ROI ARR MRR margin/ rate Churn rate Retention rate).
• Experience with product usage statistics (telemetry Mixpanel).
• Familiar with technology in general or RPA specifically (big asset).
• The ability to communicate technical information effectively with customers.
• Strong persuasive skills are a must including the ability to make a convincing case to customers.
• Experience with CSM software systems (Planhat HubSpot etc).
• Being comfortable learning new technologies software and processes.
• Problemsolving critical thinking excellent communication skills and strategic planning are paramount to success as a CSM.
• You ve worked in a fastgrowing tech startup. You know exactly what that entails.

• Weekdays 9 AM 6 PM EST.
• Paid time off and vacation.
• Fully remote techenabled environment.
• Significant depth of industry experience in our leadership team and a deepseated desire to share this hardwon knowledge. If you bring the effort we ll help you with the roadmap every step of the way.
• An exceptionally tightknit team of friendly colleagues.
• Opportunity to work with an internationally distributed team. Our team members come from a variety of backgrounds and locations providing you with a diverse and dynamic work environment.
• We offer a stock option plan that allows you to share in our companys growth and success.

customer success management,project implementation,it,relationship management,cross-selling,communication skills,problem-solving,strategic planning,technical account management,account management,business automation,saas metrics analysis,software usage monitoring,data analysis,upselling