cority - Customer Success Manager
Requirements
• You have the dedication and drive to strengthen our Customer Success organization by bridging deep product expertise with customer-facing enablement and help to ensure both customers and internal teams are confident, informed, and successful in using our platform. • Environmental knowledge and expertise are an asset for this position • Proven ability to manage a portfolio of accounts and drive customer adoption, retention, and growth • Experience delivering business reviews and communicating value to stakeholders at multiple levels, including senior leadership • Strong understanding of customer health metrics, usage data, and success indicators • Demonstrated ability to identify expansion opportunities through consultative relationship management • Excellent communication skills — written, verbal, and presentation • Strong organizational and time management skills, with the ability to manage multiple accounts and priorities • Experience working cross-functionally with Sales, Product, Support, Marketing, and Professional Services teams • Customer-first mindset with strong problem-solving and conflict-resolution skills • Ability to build trust and establish credibility with both technical and non-technical stakeholders • Self-motivated, proactive, and comfortable working in a fast-paced, evolving environment
Responsibilities
• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.
Benefits
• · An opportunity to work in a values-driven, performance oriented, dynamic and growth focused culture • · We support a remote working environment with a one-time home office allowance and subsidized monthly internet allowance • · Competitive health benefits, dental plans, and retirement savings plan (RRSP, 401K plan etc.) • · Annual fitness allowance • · Mental health support provided through access to Calm Premium meditation app and access to Talkspace • · Access to Udemy, internal training programs, annual training allowance and certifications (if applicable), and High Talent Programs
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