Customer Success Manager

POSITION DESCRIPTION

POSITION:     Customer Success Manager

REPORTS TO: Manager, Customer Success                       

Cority is the global enterprise EHS software provider creating industry-leading technology to empower those who transform the way the world works.

For over 35 years, Cority has been powered by the spirit of innovation, deep domain expertise, and a commitment to integrity that enables higher levels of operational and sustainable performance with the most comprehensive, human-centered, and secure SaaS platform to help workers and businesses thrive in 100 countries around the world.

The company enjoys the industry’s highest levels of client satisfaction and has received many awards for its strong employee culture and outstanding business performance. To learn more, visit www.cority.com.

POSITION SUMMARY

At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. Cority is revolutionizing our industry by putting customer success at the heart of our business.
We are currently looking for a dynamic and motivated individual to join the Cority team. Reporting to the Director, Customer Success and Support, the Customer Success Manager is responsible for the customer’s overall health, managing the customer success journey and fostering ongoing adoption. This role creates value for the client through the ability to build productive relationships, identify business needs and solve customer problems.

PRIMARY RESPONSIBILITIES:

• Manage relationships: Serving as the single point of contact you will actively manage post-sales services relationships, which includes driving platform adoption, business reviews, client satisfaction and renewal


• Customer Health: Using metrics, regular interactions and other related attributes maintain an accurate pulse on the health of the customer. Gauge the current health status and continuously work to improve/maintain a healthy state.


• Advise: Manage your portfolio of accounts and establish a trusted advisor relationship with your clients, strategically position our solution and drive adoption


• Build: You will build relationships with customers at all levels from end users and individual contributors to IT Managers and Senior Executives


• Infuse enthusiasm: You will ignite a sense of excitement with the client, encouraging adoption and expansion where possible


• Train: You will lead high-level online training sessions to drive user adoption


• Communicate: You will consistently touch base with clients throughout the contract lifecycle, escalating important issues where needed


• Strong collaboration: This role works closely with Sales, Operations, Product, and Marketing


• This role will also be responsible for finding new opportunities for customers to extend their use of Cority within their organization. Our CSM’s work closely with customers to discover their business needs/challenges and then coach them on the best ways to use Cority to solve them. The CSM will proactively identify client needs and propose thorough solutions.


• Work with customers to identify critical goals and key performance indicators. Review these goals on a regular interval.


• Identify/Influence upsell/cross-sell opportunities through regular client interactions and relationship building activities


• Analyze customer data to improve customer experience


• Liaise with cross-functional internal teams (Product, IT, Sales, Marketing, Professional Services) to improve the entire customer experience


• Maintain health scores for all your assigned clients and determine when to engage an internal team in order to improve health scores.


• Monitor usage of the platform via reporting tools and work with your clients to develop strategies that drive deeper adoption.


• Individually, or together with CS team members, develop best practices as needed to present to customers whether it be related to products or customer success advocacy.


• Improve customer experiences through methods such as recording product release training videos, offsite customer round tables and training webinars.


• Attend on-site customer meetings as needed to cultivate the customer relationship, deliver content and/or conduct business reviews.

QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:

• 3-5 years of Customer Success Management / Account Management experience at B2B SaaS company.


• Strong client-facing skills including communication skills, expectation management, information management and presentation skills.


• Strong problem-solving skills and ability to be resourceful when assisting customers.


• High attention to detail and organization skills. Willing to juggle many things at once and prioritize effectively.


• Take ownership over his/her work and customers and be accountable for their success.


• Creative problem solver who can think strategically on the fly.


• Able to build rapport with customers, drive them towards desired actions, and challenge them when appropriate.


• Ability to quickly learn new solutions and technology.


• Proven track record of working in a fast paced, agile work environment will be given preference.


• Post-Secondary Education in a related field (Business, Software Development, Health and Safety, Information Technology, etc.).


• Travel to client sites and other meetings as required.