Customer Success Manager

PRIMARY PURPOSE

We are looking for a dedicated, ambitious and self-driven Customer Success Manager (CSM), for our ever-growing Growth segment. As a Growth CSM, you will report into the Director of Customer Success and will be responsible for the renewal revenue of this Growth segment via heavy digital touch and light direct touch. We’re looking for someone who has prior experience with SaaS solutions.

The CSM, Growth role will collaboratively drive adoption across the larger Customer enterprise by becoming a Subject Matter Expert in (a) specific area(s) and then create digital content around that area to be consumed by the Customer base. We expect this CSM, Growth to use various digital tools for this content creation and be experienced with some level of digital marketing.

KEY RESPONSIBILITIES

The Customer Success Manager, Growth role will be responsible for enabling our Customers to realize business value from their investment and support our Customers in their journeys to become advocates of Varicent – both our company and our products. Key responsibilities include:

• Manage a portfolio of accounts on both a 1:1 and a 1:Many basis, connecting Varicent to our Customers through digital channels
• Represent the voice of the Customer (customer advocacy) to provide input into every core product, marketing, and sales process
• Identify expansion opportunities to drive value both for the Customer and for Varicent
• Create value for Customers by collecting and sharing success stories and be accountable to drive high usage of Varicent products via thorough and action-oriented playbooks
• Develop and leverage Varicent product expertise to support our Customers in their journeys
• Leverage data collected to refine and optimize existing playbooks, as well as build out additional plays to continue to drive Customer maturity
• Build and maintain relationships with the relevant stakeholders in your portfolio
• Engage with your Customer early in their lifecycle from onboarding through value realization
• Maintain and update the various systems used to support the 1:Many dynamic, with urgency and high attention to detail
• Become a product area SME (subject matter expert) and represent that area in the creation of digital content to be consumed by the Customer base
• Seek and act on manager feedback to promote growth in role

KNOWLEDGE, SKILLS & EXPERIENCE

• 2+ years of experience in customer success or account management in a SaaS or software company
• Experience creating digital marketing content preferred (including digital marketing tools)
• Passionate about the future of work, and positively impacting the working lives of people in large organizations
• Team-player who has a proven track record of excelling in fast-growing environments and taking initiative above and beyond the call of duty
• Ability to build trust and communicate effectively with a broad range of stakeholders: executives, administrators, technical leads, etc.
• Demonstrated ability to work independently to ensure the success of your Customers and Varicent
• Ability to connect the Customer’s business process to product capability
• Strong interpersonal skills that establish trusted advisor relationships with clients
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously
• Familiarity with tools commonly used in CS: Salesforce, Gong, Zoom, Excel, PPT, etc.
• Adaptable mindset, able to operate effectively with change
• Driven, self-motivated, enthusiastic, with a “can do” attitude
• Experience negotiating contracts and managing renewals
• Cultural awareness and appreciation for diversity
• Bachelor’s degree with information technology/business/finance focus preferred

The expected base salary range for this role is $77,000.00 - $100,000.00 CAD and individuals may be eligible to participate in our variable compensation program.

*Final compensation may vary based on experience, skills, designations, and market conditions.

This posting is for existing vacancy

This hiring process utilizes artificial intelligence tools to assist in candidate screening and assessment. Our AI tools are designed to complement, not replace, human decision-making.