Customer Success Manager

About DistillerSR

Role scope

Customer engagement and consultation

• Build lasting customer relationships, measure platform engagement, conduct ROI reviews, and identify improvement opportunities.
• Apply product and technical knowledge to recommend best-practice platform use based on customer needs, use cases, success criteria, and data.
• Gather business and user insights, develop account plans, participate in requirements workshops, document feedback, and advocate for customer needs in product evolution.

Adoption, retention, and growth

• Facilitate onboarding and customer change management; monitor usage and act on inefficient product use or opportunities to increase usage.
• Identify at-risk accounts, implement retention plans, and provide regular internal updates; supplement first-line support to help resolve issues.
• Identify expansion opportunities for the account team and support sales demonstrations, client discussions, and RFP processes.

Other duties and collaboration

• Participate in continuous improvement and help draft service policies, procedures, and work instructions.
• Work frequently with customers and target clients, including business and technical leaders and individual contributors; collaborate across Customer Success, Sales, Support, Professional Services, Marketing, and Product Management.
• Occasional travel may be required; duties may include other reasonable work assigned as needed.

Required qualifications

• Bachelor's degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
• Minimum 3 to 5 years of applicable work experience and experience working with customers to implement web-based applications.
• Strong communication, listening, relationship-building, presentation, analytical, organizational, and problem-solving skills, with attention to detail.
• Ability to communicate complex qualitative information and data clearly, understand customer needs, tailor communication, and build trusted relationships.
• Experience documenting business processes and transaction flows; ability to oversee multiple accounts, projects, deadlines, and milestones.
• Technically minded with working knowledge of Microsoft Office and Google Workspace, including documents, spreadsheets, presentations, and email.

Preferred qualifications

• Experience in pharma, medical device, nonprofit, academic, government, or other regulated sectors; software sales; research projects or systematic reviews; or use of DistillerSR.
• Background in life sciences, library sciences, or biosciences.

Compensation

• For candidates based in Canada, the expected on-target earnings range is CAD 65,191 to CAD 94,300; compensation depends on experience, skills, and overall fit.

Benefits and work arrangements

• Flexible work hours and work arrangements, benefits from day one, annual winter shutdown, three weeks of vacation, wellness reimbursement, professional development support, and career growth opportunities.
• The company is based in Kanata North Tech Park; the posting does not specify a required onsite, hybrid, or remote arrangement.

Recruitment process

• The company may use AI tools to assist with application review and provides accommodations during recruitment.