Customer Success Manager

Job Description

The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the company’s vision of delivering innovative, high-quality SaaS solutions is successfully adopted by our customers. As a key customer-facing role, this position will report to the Director, Customer Success and will be responsible for driving customer satisfaction, product adoption, and long-term retention across assigned accounts.

Responsibilities

Your yearly performance will be measured on customer retention, satisfaction, and successful product adoption across your assigned accounts.
Serve as the primary point of contact for customers, building strong and lasting relationships with key stakeholders.
Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions.
Develop and execute customer success plans aligned with customer goals and company objectives.
Monitor customer health, product usage, and engagement metrics to identify risks and opportunities.
Build alliances with cross-functional teams, including Product, Solution Advisory, Sales, and Support, to ensure seamless customer experiences.
Identify and mitigate risks related to customer churn, ensuring high levels of retention and satisfaction.
Implement strategies to improve customer engagement, adoption, and expansion opportunities.
Foster a customer-centric approach and advocate for customer needs within the organization.
Build strong rapport with internal teams to contribute to acquiring and retaining customers.
Gather and communicate customer feedback to Product teams to support continuous product improvement.
Be a champion of self-learning and knowledge sharing within the team.
Raise customer risks, escalation issues, and account concerns immediately with senior management.
Participate actively in company initiatives and contribute to building Sodales’ market presence.
Learn and enhance knowledge of all product modules and capabilities.
Lead customer training sessions and enablement workshops for new and existing clients.
Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution.
Engage with customers and educate them on industry best practices throughout their lifecycle.
Provide regular updates to leadership regarding customer health, risks, and opportunities.
Actively work on reducing customer escalations and improving overall experience.
Ensure critical customer issues are addressed promptly in collaboration with support teams.
Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings.
Attend key company events and travel as needed.

Requirements and Qualifications

Bachelor’s degree in Business, Communications, or a related field (required or preferred).
5-6 years of experience in Customer Success, Account Management, or related field (preferably in SaaS).
Experience in the EHS space is a plus
Experience guiding customers through SaaS implementations
Strong interpersonal and relationship-building skills.
Excellent written and verbal communication skills.
Strong problem-solving mindset with a proactive approach to customer needs.
Managing technical CRs and a generalized technical understanding is a must
Ability to analyze customer data and usage trends to drive actionable insights.
Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with
Experience working with cross-functional teams in a fast-paced environment.