Job Description
The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the company's vision of delivering innovative, high-quality SaaS solutions is successfully adopted by our customers. As a key customer-facing role, this position will report to the Director, Customer Success and will be responsible for driving customer satisfaction, product adoption, and long-term retention across assigned accounts.
Responsibilities
- Your yearly performance will be measured on customer retention, satisfaction, and successful product adoption across your assigned accounts.
- Serve as the primary point of contact for customers, building strong and lasting relationships with key stakeholders.
- Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions.
- Develop and execute customer success plans aligned with customer goals and company objectives.
- Monitor customer health, product usage, and engagement metrics to identify risks and opportunities.
- Build alliances with cross-functional teams, including Product, Solution Advisory, Sales, and Support, to ensure seamless customer experiences.
- Identify and mitigate risks related to customer churn, ensuring high levels of retention and satisfaction.
- Implement strategies to improve customer engagement, adoption, and expansion opportunities.
- Foster a customer-centric approach and advocate for customer needs within the organization.
- Build strong rapport with internal teams to contribute to acquiring and retaining customers.
- Gather and communicate customer feedback to Product teams to support continuous product improvement.
- Be a champion of self-learning and knowledge sharing within the team.
- Raise customer risks, escalation issues, and account concerns immediately with senior management.
- Participate actively in company initiatives and contribute to building Sodales' market presence.
- Learn and enhance knowledge of all product modules and capabilities.
- Lead customer training sessions and enablement workshops for new and existing clients.
- Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution.
- Engage with customers and educate them on industry best practices throughout their lifecycle.
- Provide regular updates to leadership regarding customer health, risks, and opportunities.
- Actively work on reducing customer escalations and improving overall experience.
- Ensure critical customer issues are addressed promptly in collaboration with support teams.
- Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings.
- Attend key company events and travel as needed.
Requirements and Qualifications
- Bachelor's degree in Business, Communications, or a related field (required or preferred).
- 5-6 years of experience in Customer Success, Account Management, or related field (preferably in SaaS).
- Experience in the EHS space is a plus
- Experience guiding customers through SaaS implementations
- Strong interpersonal and relationship-building skills.
- Excellent written and verbal communication skills.
- Strong problem-solving mindset with a proactive approach to customer needs.
- Managing technical CRs and a generalized technical understanding is a must
- Ability to analyze customer data and usage trends to drive actionable insights.
- Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with
- Experience working with cross-functional teams in a fast-paced environment.
