Worker Sub-Type:
Regular

Job Description:

We are looking for an experienced Customer Success Manager to join our global sales organization and play a critical role in creating exceptional customer experiences throughout the entire customer lifecycle. In this highly visible, customer-facing role, you will partner closely with Regional Sales Managers, customers, distributors, and cross-functional teams to support revenue growth, customer retention, and operational excellence. From managing new business opportunities and supporting deal closure to overseeing renewals, licensing, royalties, and customer success initiatives, you will serve as a trusted advisor and strategic partner to both internal stakeholders and external customers.

If you thrive in a fast-paced environment, enjoy building meaningful customer relationships, and are passionate about delivering outstanding service while driving business results, we'd love to hear from you.

What You'll Do

• Partner with Regional Sales Managers to provide end-to-end support across the sales lifecycle, from opportunity development through post-sales engagement.
• Build and maintain strong relationships with customers, distributors, and procurement stakeholders to ensure a seamless customer experience.
• Act as a trusted advisor and primary operational contact for assigned accounts, proactively addressing inquiries, challenges, and escalation issues.
• Support customer retention efforts by managing renewals, identifying expansion opportunities, and driving customer satisfaction initiatives.
• Participate in customer meetings, discovery sessions, business reviews, and account growth discussions.
• Prepare quotes, pricing proposals, contracts, evaluations, and commercial documentation that support new and existing business opportunities.
• Collaborate with Sales Managers to maintain accurate sales forecasts, pipeline visibility, and opportunity data within Salesforce.
• Identify and support upsell and cross-sell opportunities across assigned accounts.
• Contribute to strategic sales initiatives and global transformation projects as a subject matter expert.
• Assist with customer-facing events, trade shows, technology days, and marketing activities as required.
• Coordinate order processing and fulfillment activities to ensure timely delivery of software licenses and customer entitlements.
• Oversee royalty reporting and compliance activities, ensuring adherence to contractual licensing and distribution agreements.
• Monitor services utilization, royalty submissions, and payment tracking across assigned accounts.
• Liaise with Finance to support customer account setup, invoicing, payment inquiries, and order management activities.
• Support customers with licensing, professional services activation, and entitlement-related requests.
• Serve as the Salesforce CRM lead for assigned sales teams, ensuring account data accuracy and operational integrity.
• Manage account creation, contact maintenance, opportunity administration, and reporting activities within Salesforce.
• Support CRM testing, product launches, pricing updates, and process improvements.
• Produce sales, renewal, royalty, and operational reports that enable informed business decisions.
• Train and mentor new Customer Success team members on processes, systems, and best practices.

What You'll Bring

• Experience in a Customer Success, Account Management, Inside Sales, Sales Operations, Customer Service, or related customer-facing role.
• Experience supporting complex customer accounts within a technology, software, SaaS, or B2B environment.
• Strong customer relationship management and customer retention experience.
• Experience managing customer escalations and driving issue resolution.
• Proven ability to manage multiple priorities, deadlines, and stakeholder relationships simultaneously.
• Strong analytical, organizational, and problem-solving skills.
• Exceptional verbal and written communication skills.
• Experience working with CRM platforms such as Salesforce and reporting tools such as Tableau.

If you have any of these then that would be great

• Bachelor's degree in Business, Marketing, Commerce, or a related discipline.
• Experience managing high-value enterprise customer accounts.
• Knowledge of customer success methodologies, retention strategies, and account growth frameworks.
• Experience performing forecasting, pipeline management, renewals management, and revenue reporting.
• Experience supporting software licensing, subscription management, or royalty-based business models.
• Multilingual capabilities are considered an asset.
• Professional certifications related to Customer Success, Account Management, Salesforce, or customer experience management.

Scheduled Weekly Hours:
40

Compensation Hiring Base Salary Range:
$72,800.00 - $102,375.00

Please be advised that the compensation hiring range indicated herein is provided solely as a good-faith estimate of expected base compensation for the position. The actual compensation offered will be determined at the time of hire and is contingent upon multiple factors, including but not limited to the candidate's qualifications, relevant experience, demonstrated skills, and results of assessments conducted during the hiring process.

Bonus:
The BlackBerry Sales Incentive Pay (SIP) program is a bonus incentive program designed to reward eligible employees for their contributions towards BlackBerry's sales success. SIP payments are based on an employee's sales performance against quarterly or full-year quotas for the fiscal year.

Benefits:
The BlackBerry Employee Benefits programs offer a wide range of benefits that support your physical, financial and personal well-being. BlackBerry remains committed to offering affordable benefits including coverage for medical, dental, vision, life, disability insurance, retirement, employee share purchase program and paid-time-off to those that meet the eligibility requirements.

Disclosure of Position Status:
This is an active opening. We are seeking to fill this position immediately

Disclosure of Artificial Intelligence:

We do not use artificial intelligence (AI) to screen, assess, or select applicants at any stage of our recruitment process. All applications are reviewed and evaluated by our hiring team.