Customer Success Manager

About the role

Exiger is seeking a Customer Success Manager to enhance client relationships and ensure satisfaction with our innovative solutions. You will play a vital role in driving customer engagement and success, working closely with clients to understand their needs and help them achieve their goals. In this capacity, you will act as a trusted advisor, guiding clients through the implementation and optimization of our offerings. You will own the end-to-end journey of assigned accounts, ensuring that value realization aligns with their strategic objectives. The role requires a proactive mindset to identify risks and opportunities that impact client outcomes. You will serve as the primary liaison between the client and our internal product and delivery teams. Your work will directly influence customer retention and expansion within the portfolio. This position is critical for building long-term trust and demonstrating the tangible impact of our solutions.

Key facts

What you'll do

• Orchestrate tailored onboarding journeys for new clients to ensure a seamless and value-driven implementation.
• Conduct in-depth discovery sessions to map client business challenges to specific capabilities of our platform.
• Architect and own comprehensive success plans that outline milestones, value metrics, and stakeholder engagement strategies.
• Leverage advanced analytics within CRM systems to track product adoption and identify usage patterns indicative of churn or growth.
• Facilitate quarterly business reviews that highlight ROI and uncover further opportunities to leverage our solutions.
• Partner with Product and Engineering teams to translate client feedback into actionable requirements for future releases.
• Escalate complex operational issues to internal specialists while maintaining clear communication with client stakeholders.
• Develop and deliver targeted training modules that empower clients to maximize the efficiency of their workflows.
• Monitor competitive landscape shifts and assess how they might influence our clients' strategic priorities.
• Maintain meticulous records of all client interactions to preserve institutional knowledge and inform account strategies.
• Proactively identify expansion opportunities by analyzing account health scores and organizational usage data.
• Coordinate cross-functional workshops to align internal resources with client-defined success criteria.
• Utilize data visualization tools to present clear narratives on performance improvements to executive leadership.
• Champion the client's voice internally to ensure product development aligns with real-world market needs.

Requirements

• Hold a bachelor's degree in business, communications, or a related field from an accredited institution.
• Bring a minimum of 3 years of experience in customer success or account management, preferably in a technology-driven environment.
• Demonstrate strong communication and interpersonal skills, with the proven ability to build rapport with clients at all organizational levels.
• Exhibit familiarity with customer relationship management (CRM) tools and data analysis methodologies.
• Show capacity to work independently with initiative and as part of a collaborative team in a fast-paced environment.
• Possess a high level of professionalism and discretion when handling confidential client information.
• Thrive in a deadline-oriented setting while maintaining accuracy and attention to detail.
• Adapt to changing priorities and manage multiple competing demands without sacrificing quality.

Nice to have

• Have experience in the risk management or compliance sectors, understanding the regulatory nuances of these industries.
• Show knowledge of AI technologies and their application in business solutions to enhance client workflows.
• Possess previous experience working within a SaaS company, navigating the unique dynamics of subscription-based growth.

Practical notes

• Visa sponsorship is available for qualified candidates who meet the legal right to work requirements in Canada.
• We offer a competitive salary range of CAD 80,000 to CAD 100,000, commensurate with experience and qualifications.
• Benefits include comprehensive health insurance, retirement plans, and generous paid time off.
• The company provides opportunities for professional development, including conference attendance and certification programs.
• Applications will be accepted until the specified deadline published on our official careers portal.
• This role is based in Vancouver, British Columbia, requiring occasional travel within the region as needed for client visits.
• The successful candidate must be authorized to work in Canada without sponsorship requirements, where applicable, to comply with client contract terms.
• Remote or hybrid work arrangements may be considered based on the specific needs of the role and team structure.
• Performance reviews are conducted semi-annually to assess progress and set goals for the upcoming period.
• The selection process will involve multiple interviews, including a practical assessment relevant to the duties of the position.