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Senior Customer Success Manager
Confirmed live in the last 24 hours
Vancouver, BC, Canada
Experience Level
Desired Skills
  • Strong business, operational and technical aptitude with a proven ability to quickly learn new technologies and transactional business models
  • Familiarity with managing large scale Enterprise clients in a SaaS or similar product environment
  • Experience driving product adoption and growth while working to mitigate churn
  • Experience analyzing data sets in Excel or Business Intelligence tools and presenting those findings to customers
  • Proficiency with CRM tools, ticketing platforms, and product management tools. Salesforce experience would be considered an asset
  • Excellent presentation skills for both external and internal audiences
  • Ability to own and execute defined customer touchpoints throughout the customer lifecycle such as the QBR
  • Post-Secondary Degree or combination of desired experience and education
  • 5+ years of previous experience in a B2B software customer success management or customer success role, and within the tech industry
  • Proven success selling complex SaaS solutions preferably within security and compliance across the financial services, fintech, e-commerce and technology industries
  • Experience managing multi-million dollar customers and demonstrated ability to accurately forecast revenue in a transactional environment
  • Exceptional verbal and written communication skills to successfully articulate technical product specifications and product value propositions
  • Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement
  • Proven ability to develop strategic relationships by becoming a trusted advisor with each customer through focusing on customer outcomes and driving business value from software
  • Experience with financial, compliance and or regulatory industries
  • Create and build strategic relationships with the largest and most innovative companies across North America to drive revenue growth and increase customer loyalty and product adoption
  • Consistently communicate with decision-makers to understand their identity verification needs and business requirements
  • Manage multiple business units/opportunities within the same organization, with potentially different use-cases for each
  • Analyze and evaluate product performance metrics and technical optimization opportunities within the services platform
  • Navigate and negotiate contract changes, upgrades, and amendments
  • Maintain communication and coordination with Sales, Marketing, Support, Product and executive team members to be the voice of the customer and drive our product roadmap in line with customer requirements
  • Coordinate and perform product demos as required
  • Maintain up to date records in Sales CRM; provide ongoing feedback on system use and opportunities for efficiencies
  • Forecast renewals and upsells in a transactional environment
  • Manage multiple stakeholders (internal and external) while easily pivoting from a c-suite to a technical contact

201-500 employees

Global identity authentication service