Customer Success Manager

Job Description

The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the company’s vision of delivering innovative, high-quality SaaS solutions is successfully adopted by our customers. As a key customer-facing role, this position will report to the Director, Customer Success and will be responsible for driving customer satisfaction, product adoption, and long-term retention across assigned accounts.

Responsibilities

• Your yearly performance will be measured on customer retention, satisfaction, and successful product adoption across your assigned accounts.
• Serve as the primary point of contact for customers, building strong and lasting relationships with key stakeholders.
• Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions.
• Develop and execute customer success plans aligned with customer goals and company objectives.
• Monitor customer health, product usage, and engagement metrics to identify risks and opportunities.
• Build alliances with cross-functional teams, including Product, Solution Advisory, Sales, and Support, to ensure seamless customer experiences.
• Identify and mitigate risks related to customer churn, ensuring high levels of retention and satisfaction.
• Implement strategies to improve customer engagement, adoption, and expansion opportunities.
• Foster a customer-centric approach and advocate for customer needs within the organization.
• Build strong rapport with internal teams to contribute to acquiring and retaining customers.
• Gather and communicate customer feedback to Product teams to support continuous product improvement.
• Be a champion of self-learning and knowledge sharing within the team.
• Raise customer risks, escalation issues, and account concerns immediately with senior management.
• Participate actively in company initiatives and contribute to building Sodales’ market presence.
• Learn and enhance knowledge of all product modules and capabilities.
• Lead customer training sessions and enablement workshops for new and existing clients.
• Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution.
• Engage with customers and educate them on industry best practices throughout their lifecycle.
• Provide regular updates to leadership regarding customer health, risks, and opportunities.
• Actively work on reducing customer escalations and improving overall experience.
• Ensure critical customer issues are addressed promptly in collaboration with support teams.
• Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings.
• Attend key company events and travel as needed.

Requirements and Qualifications

• Bachelor’s degree in Business, Communications, or a related field (required or preferred).
• 5-6 years of experience in Customer Success, Account Management, or related field (preferably in SaaS).
• Experience in the EHS space is a plus
• Experience guiding customers through SaaS implementations
• Strong interpersonal and relationship-building skills.
• Excellent written and verbal communication skills.
• Strong problem-solving mindset with a proactive approach to customer needs.
• Managing technical CRs and a generalized technical understanding is a must
• Ability to analyze customer data and usage trends to drive actionable insights.
• Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with
• Experience working with cross-functional teams in a fast-paced environment.