Enterprise Customer Success Manager - CAD $120,000 – CAD $132,000 / year - Canada (Remote working)

Skills

Job Specifications

Enterprise Customer Success Manager

Salary: CAD $120,000 – CAD $132,000 / year

Canada (Remote working)

My global client, develops e-learning software, content, and resources that change the way the world learns. One Hundred Thousand organizations worldwide have created millions of courses using their online training platform. With this platform e-learning developers get everything they need to create courses for their learning management systems.

Job description

We are looking for an experienced Canadian based Customer Success Professional to join their growing international team. Their Enterprise Customer Success Manager works with customers throughout their post-sales journey to make sure customers are successful with Articulate.

The Enterprise Customer Success Manager for the international business will own a book of accounts within our globally-based segment and build and expand relationships with these customers post-sale. You will be responsible for onboarding, driving product adoption and satisfaction, driving retention, managing complex renewals, and expanding their footprint within these international accounts.

The Enterprise Customer Success Manager will also partner with their international sales counterparts to identify and execute growth opportunities within internationally-based accounts.

Essential Functions

Manage a book of approximately 50 of their largest and most strategic global Enterprise accounts
Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal
Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
Proactively drive customer adoption and mitigate retention risk
Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
Accurately forecast renewal revenue for current and future quarters
Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
Be the voice of the international customer internally to share product feedback and resolve customer challenges
Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building

Qualifications/Skills

8+ years experience working in a customer-facing account management, sales or customer success role
A strong understanding of customer success
Experience managing a book of 50+ customer accounts
Experience directly managing renewals, driving renewal strategy, and handling complex customer negotiations
A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
Experience creating and upleveling strategic relationships with key stakeholders
Ability to prioritize a large but strategic book
Excellent critical-thinking skills
Resiliency, adaptability, and experience thriving in a fast-paced environment
Ability to work independently with a high sense of self-accountability and as part of a collaborative team
Excellent verbal, written communication and presentation skills
2+ years experience in SaaS
2+ years experience using Salesforce

PREFERRED:

BA or BS degree or equivalent experience preferred.
Experience selling internationally or outside of North American markets
Worked with channel sales partners and familiar with the channel sales motion.
Fundamental understanding of MEDDPICC methodology.
Experience working in a remote-first environment

About the Company

Superstars is based on an innovative new staffing model. We provide clients with a curated pool of talent drawn from an exclusive network of the finest individuals in their fields. We pledge that we will provide the best service possible for our talent and our clients, making margins and fees disappear forever. What we do for our Clients: Our website connects client with our talent with the help of the best agents in the business. Our unique subscription model works without margins or fees to save you money and ensure a ... Know more

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