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Customer Success Manager

As a Customer Success Manager, your role will be to ensure customer satisfaction, retention, and account growth through knowledge of our SaaS platform. You will be responsible for proactively managing client relationships, optimizing their experience, and maximizing the value they derive from our solutions. Saguenay (Québec)

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The job

Tasks and responsabilities

Integration: Organize and execute personalized onboarding sessions to ensure successful product adoption by new clients.
Account Management: Develop and maintain strong client relationships, understand their specific needs, and provide regular follow-up to ensure their satisfaction and long-term engagement.
Analysis and Reporting: Track and analyze client usage data to identify trends, forecast needs, and recommend actions to enhance the customer experience.
Education and Training: Provide educational resources and training to clients to help them get the most out of our product.
Customer Success Strategy: Develop and execute personalized customer success plans, including clear objectives and KPIs to monitor progress and impact on ARR.
Renewals and Expansion: Identify renewal and upsell opportunities by aligning additional features and new products with client needs.
Customer Feedback: Collect and relay customer feedback to the product development teams to contribute to the evolution of our offering.
Churn Prevention: Identify risks of termination and proactively work to resolve issues and improve the customer experience.
Promotion: Encourage and facilitate the creation of customer testimonials, case studies, and references that can aid in the promotion and credibility of our product.
Internal Collaboration: Work closely with sales, marketing, support, and product development teams to ensure a consistent, customer-centric approach.

Your profile

Required Qualifications

Degree in a relevant field (management, health and safety, etc.)
Minimum of 3 years of experience in a customer success management role, preferably in the SaaS software industry.

Required Skills and Abilities

Knowledge in the mining and metals industry.
Excellent communication and interpersonal skills.
Ability to analyze data to improve the customer experience.
Strong understanding of occupational health and safety.
Experience with CRM and Customer Success tools such as Salesforce, HubSpot, Gainsight, etc. is an asset.
Fluency in French and English

Advantages

At CONFORMiT you have also

Flexible work schedules (for real!)
Group insurance (including dental, wow!)
Sports during lunch breaks
Team breakfasts and 5 to 7 every month
The option of working from the “Home Office”
A pension plan
An active social club
A creativity committee that helps you carry out projects outside of your scope of work.
A salary worthy of your talent
Shared benefits
Career counselors and skills development program
Unlimited coffee and much more!

Risk analysis

Audits & Inspections

Lockout Tagout

Permit-to-Work

EHS Incident Management

Customer Success Manager

Tasks and responsabilities

Required Qualifications

Required Skills and Abilities

At CONFORMiT you have also