Sr. Customer Success Manager

Role overview

Responsibilities

• Build trusted customer relationships and define and execute compliance programs with Program Support teams.
• Manage customer relationships, account value, assigned book of business, customer health, and performance metrics.
• Lead strategic planning sessions and Executive Business Reviews.
• Review program status, customer needs, gaps, and next steps; align solutions to improve value and product adoption.
• Analyze program results and supply-chain responsiveness for improvement strategies.
• Set customer goals and success metrics, support product configuration, and conduct progress check-ins with Professional Services.
• Advise CSM colleagues on escalations and partner with new team members.
• Support renewal management with Sales and help meet account renewal targets.
• Coordinate platform permissions and maintain client communications in the CRM.
• Consult and collaborate across internal groups to support customer success, growth, references, and referrals.
• Recommend product, process, system, and tool improvements with Product Management.
• Lead special customer-success projects and process development as needed.

Qualifications

• Excellent written and oral English communication; additional languages are an asset.
• Degree or postgraduate certificate in Environmental Studies, International Business, Supply Chain Management, Product/Materials Compliance, or related studies, or equivalent working experience.
• At least six years in customer success, project management, and/or consulting.
• Demonstrated consultative customer management and/or project management leading initiatives with external stakeholders.
• Advanced Excel and data management and analysis skills for complex datasets.
• Proficiency with Microsoft Office Suite, Google applications, and other office productivity tools.
• Technology/SaaS or professional services experience is an asset.
• Intermediate regulatory knowledge for client program guidance.

Workplace

• The company describes its work model as hybrid.

Compensation

• The role includes a competitive base salary and eligibility to participate in the annual incentive plan; no salary cadence is specified.

Benefits

• Benefits include vacation that increases with tenure, comprehensive benefits packages, life leave days, retirement savings options, flexible work options, volunteer days, and professional development days.