Hybrid Customer Success Manager

at CMiC

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$70,000 - CA$85,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud
• Location requirements: Hybrid, Toronto, Canada

About the role

• Customer Success Manager at CMiC focusing on customer retention and satisfaction. Collaborating with teams to optimize customer experiences and drive growth in construction software.

Responsibilities

• Represent ‘the voice of the customer’ within CMiC, staying attuned to their satisfaction levels and expectations for success while keeping CMiC management informed of any changes and longer-term trends based on: deployment milestones, adoption and usage of CMiC products, opportunities for expansion, threats, and their relationship with CMiC.
• Implement strategies for retention, including onboarding support, engagement management, communications, and business reviews, driving the contract renewal process and identifying expansion opportunities. Understand their business needs, formulate recommendations, and deliver value by leveraging reports, tools, and internal cross-functional team members to drive critical business insights.
• Establish collaborative relationships with key customer contacts and executives to act as a trusted advisor and advocate for customers - understanding their business requirements and providing meaningful insights to drive desired outcomes and overall satisfaction to the customer.
• Collaborate with internal cross-functional teams to ensure a smooth customer journey from onboarding to post go-live support to renewals. Partner with various internal sales and service delivery teams to provide seamless transitions in hand-offs between Sales, Implementation and Support at key milestones.
• Act as the initial point of escalation to assess and identify potential solutions, collaborating with Account Managers, the Director of Customer Success, and other cross-functional roles to resolve customer issues. Facilitate discussions and drive communications with the customer on the path forward to resolution.
• Secure customer references and help drive participation in marketing programs, such as press releases, case studies, video testimonials and attendance at CMiC’s annual customer conference (‘CONNECT’) as well as regional prospecting events.
• Identify and propose innovations and improvements to customer management processes

Requirements

• Must hold valid documentation that allows you to travel to the United States for work purposes without any restrictions
• Bachelor’s degree or college diploma (Business, Marketing, Engineering, Math, Science a plus). Master’s degree/MBA a plus.
• A minimum of 2+ years of experience is required to be eligible for this position.
• Proven experience in customer success, account management, or related fields, with a track record of driving customer retention and revenue expansion with existing accounts - maintaining customer retention rates of >94%
• Ability, desire and commitment to quickly learn and understand the key components of the CMiC construction management platform. This ‘foundational product knowledge’ will be essential for establishing credibility with customers and users.
• Excellent service-driven, customer-focused skills
• Experienced working with customer management systems – e.g., CRM (Salesforce Sales Cloud), customer support (Salesforce Service Cloud) and marketing automation (HubSpot)
• Proven skills to extract from customer management systems the relevant data, analyze it and formulate recommendation for customer strategies, programs and communications. Tangible examples of situations where sound, accurate and fact-driven recommendations have been made
• Proven ability to collaborate with cross-functional teams to deliver optimal customer experience
• Experience with successfully managing contract renewals that drive monthly recurring revenue
• Demonstrated ability to develop strong working relationships at both executive and staff levels within customer organizations
• Excellent oral, written and interpersonal communication skills
• Exceptional troubleshooting, problem-solving and analytical abilities
• Strong time management skills and attention to detail

Benefits

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
• Health and Wellness focus including virtual yoga classes and wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation