Customer Success Manager enhancing user experience and relationships at Wowflow, a tech company improving Customer Success in Facility Management. Responsible for onboarding and customer relationship management.
About the role
- Enterprise Customer Success Manager at Noibu responsible for transforming customers into product champions. Focused on adoption, retention, and expansion through strong client relationships.
Responsibilities
- Manage enterprise accounts from onboarding through renewal and expansion
- Drive product adoption and usage through focused training, education, and sharing best practices
- Be a strategic advisor and partner, and be considered as an extension of the customer’s team
- Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users
- Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI
- Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption.
- Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)
- Lead commercial conversations and multi-year renewal discussions
- Manage escalations with urgency and professionalism
- Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements.
- Create and maintain account plans to map each customer from organization structure, business information, workflows, and more
- Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base
- Contribute to playbooks, health scoring models, and CS process improvements
Requirements
- 5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity
- A consulting mindset, with critical thinking and creative problem-solving skills
- Ability to leverage data to identify trends and uncover insights
- Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities
- Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person
- Tech-savvy and excited by learning and teaching new technologies
- You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
- Strong organizational abilities
- Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.
- Ability to adhere to Noibu’s “how we work” standards with 3 days in the office
- Ability to travel for customer on site visits
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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