Customer Success Manager
Provance is a dynamic and innovative software company dedicated to providing exceptional products and services to our customers. We are looking for a passionate and experienced Customer Success Manager to join our team and help us ensure our customers achieve their desired outcomes.
Customers are everything. Keeping customers and ensuring we exceed their expectations is a key part of our success and growth. This is a strategic role within Provance with high impact.
Our ideal candidate brings a passion for customer success and satisfaction, positive enthusiasm, and experience building customer success programs. You have 3+ years of customer success management experience, working for a SaaS software company, have exceptional communication skills (English), and are highly competent with modern CRM and reporting tools. You are located in Canada, ideally in the Ottawa region.
Responsibilities:
- Customer Retention: Develop and implement strategies and programs to enhance customer retention and reduce churn.
- Customer Onboarding: Guide new customers through our onboarding process, ensuring they are set up for success from day one.
- Relationship Management: Build and maintain strong, long-lasting relationships with customers, acting as one of their primary points of contact.
- Product Adoption: Develop strategies and identify resources to help customers fully adopt and derive value from our products.
- Customer Advocacy: Serve as the voice of the customer within the company, advocating for their needs and ensuring their feedback is heard.
- Issue Management: Proactively identify and champion customer issues, working closely with support and product teams to ensure timely resolutions.
- Performance Metrics: Track and report on key performance metrics, such as customer satisfaction, retention rates, and product usage.
- Additional Revenue: Engage the sales team when opportunities for additional products and services to existing customers are identified.
- Customer Feedback: Collect and analyze customer feedback to drive continuous improvement in our products and services.
- Team Collaboration: Collaborate with sales, marketing, product, and support teams to ensure a seamless customer experience.
Position Qualifications and Personal Traits:
- University degree / College diploma or equivalent experience
- Minimum 3+ years of relevant experience in Customer Success Management at a SaaS software company.
- Experience defining and rolling out customer retention strategies and programs.
- A positive and professional attitude combined with a solid work ethic.
- Analytical with solid reporting skills. Experience with Microsoft Power BI a plus.
- Knowledge of and experience with Microsoft Dynamics 365, Teams, and Power Platform is a plus.
- Experience and comfort to engage C-level management and work with IT professionals of all levels.
- Experience in assessing and responding to client needs.
- Strong business acumen and technical product aptitude.
- Excellent organizational, communication (English), and presentation skills.
- Strong interpersonal skills working in collaborative internal and external team environments.
About working for Provance:
Joining Provance means you’ll be working with an amazing team and our partner Microsoft, solving interesting problems in an outstanding environment. We believe in People, Process and Products – fundamental pillars for success that we preach to our customers and to ourselves! The People part is where you come in, because we believe our team members are the very best at what they do and are fundamental to our continued growth.
Click on the button below or email us at careers@provance.com with your resume and expression of interest.