Team Lead for Customer Engagement, driving client re - engagement and leading a small team towards strategic goals in customer success.
About the role
- Customer Success Manager managing a portfolio of key clients ensuring success through tailored support. Focused on compliance solutions and fostering long-term client relationships.
Responsibilities
- Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
- Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
- Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
- Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
- Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
- Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
- Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
- Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
- Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
- Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
- Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.
Requirements
- 2–5 years of proven experience in customer relationship management or customer service in a B2B environment
- Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
- Strong results orientation with solid analytical and problem-solving abilities
- Good understanding of compliance, supplier management, or health & safety issues (an asset)
- Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus
Benefits
- Integrated mental health & wellbeing support
- Vacation – starting at 3 weeks
- Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
- Comprehensive medical and dental coverage
- End of the year, company-wide shut down for you to relax and recharge
- LinkedIn Learning License for upskilling & development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Customer Success & Product Coordinator managing onboarding and implementation at a UK data analytics company. Collaborating with clients and internal teams to enhance customer experiences.
Commercial Specialist developing B2B customer engagement strategies for Ford. Responsible for architecting data - driven customer journeys and executing complex marketing campaigns.
CRM Tech Specialist acting as a technical bridge in CRM operations at Fanatics. Ensuring reliability and efficiency across the CRM technology ecosystem with hands - on role in integrations and automation.
Customer Success Pleno managing project activities in a technology - focused startup. Engaging teams and stakeholders to ensure project goals are met in São Paulo, Brazil.
Customer Success Manager helping global brands adopt and utilize Brainsuite's AI platform for creative effectiveness and brand insights.
Especialista de CRM optimizing customer interactions at Mundiale. Managing campaign strategies and collaborating with Marketing, Sales, and Customer Success teams.
Customer Success Associate supporting Florida's K - 5 educational resources at Age of Learning. Building relationships with educators and assisting with customer engagement and onboarding.
Senior Manager within Customer Success at Mendix, leading customer relationships and driving platform adoption for digital transformation.
Manager for CRM & Email Platform ensuring health and performance of marketing and editorial email programs at CNN. Overseeing operational excellence and guiding teams in email engagement.