You will drive the success of our customers. This position works alongside other Customer Success Team members and reports to the Manager, Customer Success.
We are currently looking for a dynamic and motivated individual to join the Cority team. Reporting to the Manager, Customer Success, the Customer Success Manager is responsible for the customer's overall health, managing the customer success journey and fostering ongoing adoption. This role creates value for the client through the ability to build productive relationships, identify business needs and solve customer problems.
Primary Responsibilities:- Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals.
- Build strong relationships across all customer levels, from end users to IT leaders and senior executives.
- Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs.
- Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions.
- Monitor health scores and proactively take action to maintain or improve account health.
- Partner with customers to define critical goals and KPIs, and review progress at regular intervals.
- Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption.
- Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed.
- Create enthusiasm and momentum with clients to support expansion and long-term engagement.
- Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.
Qualifications and Characteristics of an Ideal Candidate- You have the dedication and drive to strengthen our Customer Success organization by bridging deep product expertise with customer-facing enablement and help to ensure both customers and internal teams are confident, informed, and successful in using our platform.
- Environmental knowledge and expertise are an asset for this position
- Proven ability to manage a portfolio of accounts and drive customer adoption, retention, and growth
- Experience delivering business reviews and communicating value to stakeholders at multiple levels, including senior leadership
- Strong understanding of customer health metrics, usage data, and success indicators
- Demonstrated ability to identify expansion opportunities through consultative relationship management
- Excellent communication skills - written, verbal, and presentation
- Strong organizational and time management skills, with the ability to manage multiple accounts and priorities
- Experience working cross-functionally with Sales, Product, Support, Marketing, and Professional Services teams
- Customer-first mindset with strong problem-solving and conflict-resolution skills
- Ability to build trust and establish credibility with both technical and non-technical stakeholders
- Self-motivated, proactive, and comfortable working in a fast-paced, evolving environment
WHAT'S IN IT FOR YOU?• An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture
• We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance
• Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.)
• Annual fitness allowance
• Mental health support provided through access to Calm Premium meditation app and access to Talkspace
• Access to Udemy, internal training programs, annual training allowance and certifications (if applicable), and High Talent Programs
