Strategic Customer Success Manager
| Company | Noibu |
|---|---|
| Location | Ottawa, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Prior Experience in account management or customer success, managing complex, strategic relationships with high visibility, within a highly technical product environment.
- Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.
- A Strategic Thinker: You possess critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems.
- Ownership Mentality: Ability to own and drive KPIs with little oversight. Strong personal accountability for your outcomes.
- Excellent communication skills: You are comfortable working with and supporting stakeholders at all levels of the organization, including C-Suite, as well as technical stakeholders.
- High Emotional Intelligence: You enjoy building relationships, you value collaboration, and have a good sense of others’ motivations.
- Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.
- Team Player: We are a close-knit team and company; We highly value collaboration and support between colleagues, as well as strong team communication.
- Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs.
- Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role.
- Technical: Noibu is a highly technical product and CSMs are expected to be product champions.
Responsibilities
- Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction and value through all stages of the customer lifecycle, from onboarding through to renewal.
- Proactive Customer Engagement: Proactively engage customers to support and drive adoption and usage of our platform, host bi-weekly syncs with Customers, perform Quarterly Business Review meetings with Economic Sponsors, be a thought leader for your customers, and proactively raise solutions and concerns before they become an escalation.
- Stakeholder Relationship Management: Influence internal and external cross-functional stakeholders, including Executives, Economic Sponsors, Users and Champions to achieve win-win solutions for Noibu and your customers.
- Drive Results: Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Renewals: You’ll own the renewals process end-to-end (with support from the team, of course). Proactively strategize customer renewals for each of your accounts, resulting in successful renewal, prioritizing uplift in contract value as well as multi-year renewals.
- Solutioning: Problem-solving issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Cross-Functional Collaboration: Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
Preferred Qualifications
- Experience in eCommerce, Digital Experience/Digital Analytics (DXA) platforms and/or a high-growth startup is a huge plus!