Customer Success Manager Canada

Benefits :

• Paid time off
• Training & development
• Bonus based on performance
• Competitive salary
• Home office stipend
• Tuition assistance

Overview

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve maximum value from our platform.

You’ll be responsible for onboarding, retaining, and growing customer accounts. Your work will directly impact customer satisfaction, product adoption, and overall company growth.

You will work directly with our clients to help solve their problems and ensure their satisfaction while they are active accounts with us.

You’ll conduct demonstrations, training sessions and regular check-ins for them. You will also work closely with employees in other departments to ensure customer questions and concerns are addressed in a timely manner.

Key Responsibilities

Customer Onboarding :

Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our platform.

Relationship Management :

• Build and maintain strong, long-lasting relationships with key stakeholders in customer organizations.
• Serve as the primary point of contact for customer inquiries, providing prompt and effective resolutions.

Product Expertise :

• Deeply understand our platform’s features and functionality to provide expert advice and solutions to customers.
• Conduct regular training sessions, webinars, etc. to educate customers on new features and best practices.

Customer Advocacy :

• Act as the voice of the customer within the company, sharing feedback and insights with the product, sales, and engineering teams to drive continuous improvement.
• Proactively identify potential issues and opportunities for improvement, addressing them before they impact customer satisfaction.

Retention & Growth :

• Monitor customer health metrics and usage data to identify at-risk accounts and proactively engage to prevent churn.
• Drive customer renewals and contract extensions, ensuring a high retention rate.
• Identify opportunities for upselling and cross-selling and lead the negotiation and roll out of additional products or features based on customer needs.

Documentation :

Assist in creating training courses and educational materials to support hands off customer success initiatives.

Collaboration :

• Work closely with the sales team to ensure a smooth transition between the sales and onboarding process.
• Collaborate with the product team to influence the product roadmap based on customer feedback.

Who You Are

• 3-5 years of experience in customer success, account management, or a related role, preferably in B2B SaaS or the construction industry (electrical, mechanical or general) or with construction-related technologies.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving abilities and a client service mentality. Adaptable and willing to collaborate.
• Technical aptitude and the ability to learn new software platforms quickly.
• Data-driven approach to decision-making, with experience using customer success platforms or CRM tools
• Take a sense of ownership in the work that you do. Self-motivating and able to work with minimal supervision.

Who we are

Our Mission : To advance the adoption of technology in the construction industry and bring better efficiency, visibility, and communication to our customers.

Dedicated to the Electrical Contractor Industry, Remarcable provides cloud-based Procurement & Tool Management Software nationwide.

With multiple workflows and direct contractor accounting integrations, Remarcable significantly, and efficiently, increases communication, streamlines workflows, and provides visibility for all users.

Our team is composed of contractor and distribution experts located coast to coast, with a growing hub of employees operating in person at our Omaha office.

Salary Range Disclaimer

The base salary range represents the low and high end of the Remarcable salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance.