Customer Success Manager

Location: Vancouver, BC OR Toronto, ON
Work Environment: Hybrid

Role Summary

Exiger is seeking a Customer Success Manager based in Canada to manage and grow relationships with enterprise customers across the Americas and broader NoAM region.

This is a hands-on, technology-forward role for someone who is curious about how AI is changing the way businesses operate and who can become deeply knowledgeable about both our customers and the Exiger platform. You will work with customers to understand their objectives, organizational structure, stakeholders and use cases, then help translate the capabilities of Exiger's technology into measurable business outcomes.

You will own relationships throughout the post-sale customer lifecycle, driving adoption, utilization and value realization while protecting renewals and identifying opportunities to expand the partnership. Success in this role requires the ability to move comfortably between detailed product and workflow conversations, strategic discussions with senior stakeholders and the commercial realities of managing an enterprise account.

What You'll Do

• Own the day-to-day and strategic customer relationship across a portfolio of enterprise customers in the Americas and NoAM.

• Build multithreaded relationships across customer organizations, developing strong connections with users, champions, executive sponsors and other key stakeholders.

• Develop a deep understanding of each customer's business, organizational structure, objectives, challenges and evolving priorities.

• Drive adoption and utilization of Exiger's technology, helping customers understand how our intelligence, technology and AI capabilities can support their specific use cases.

• Become highly proficient in the Exiger platform, taking hands-on responsibility for standard administration, configuration, and training for customers.

• Help customers identify opportunities to automate traditionally manual workflows and use Exiger technology to respond more effectively as risks and requirements change.

• Own the renewal outcome for each customer, develop customer success plans and proactively track progress against agreed business outcomes, adoption goals and measures of value.

• Execute EVR Success Plans, create Success Stories, and align with the economic buyer.

• Lead Quarterly Business Reviews and other strategic customer discussions that demonstrate value, surface opportunities and establish clear priorities for the partnership.

• Manage the full customer renewal lifecycle, from ongoing engagement and value realization through contract renewal and partnership expansion.

• Identify customer health risks early and take proactive action to address adoption, utilization, stakeholder or service concerns.

• Partner closely with Sales to identify and develop opportunities to expand Exiger's impact within existing customer organizations.

• Coordinate across Product, Delivery, Application Support, Sales and other teams to ensure Exiger's full suite of expertise is brought to bear on each customer account.

• Represent the voice of the customer internally, translating feedback, emerging requirements and use cases into actionable insights for Exiger teams.

• Ensure customer issues and escalations are managed effectively, communicated clearly and resolved as quickly as possible.

• Maintain strong internal visibility into customer activity, engagement, opportunities, feedback and risk.

• Manage competing priorities across a portfolio of customers while maintaining a consistently high standard of customer experience.

• Travel periodically within the Americas and NoAM to support customers and business needs.

What You Need

• 2+ years of customer-facing experience in SaaS, technology, consulting, or similarly complex environments.

• Demonstrated ability to navigate enterprise organizations and build multithreaded relationships across functions and seniority levels, communicating confidently with stakeholders from hands-on users to senior executives.

• Strong technical curiosity about AI and emerging technology, with the ability to understand and explain it to customers (no engineering background required).

• Ability to quickly build fluency in a complex platform and connect its capabilities to customer outcomes.

• Strong commercial awareness, including identifying growth opportunities and navigating renewals and retention.

• Strong presentation and facilitation skills, including delivering customer training.

• Proactive, consultative approach - curious about the "why" behind customer requests, not just the "what."

• Demonstrated ability to manage complex, ambiguous customer needs and excellent organization and project management skills across a portfolio of accounts.

• Comfortable working independently and collaboratively in a fast-paced environment with strong sense of ownership and accountability for customer outcomes.

• Experience with third-party risk, supply chain risk, procurement, regulatory compliance, due diligence or adjacent disciplines is an advantage.

• Experience with Gainsight or another dedicated Customer Success platform is a plus.

• Ability to work in a hybrid capacity from our London office and support customers across the Americas and NoAM.

This posting is for a newly created role; artificial intelligence tools may be used to support candidate screening and evaluation; the expected base salary range for this position is 110,000-135,000 CAD annually, depending on qualifications.