Posted 29 days ago

Customer Success Manager I

TorontoOn-siteFull-time

AI Summary

Customer Success Manager I owns strategy and long-term success for mid-market customers, driving product adoption, renewal risk management, and growth opportunities within the Achievers platform. Serves as trusted advisor to executives and stakeholders.

About this role

At Achievers, we believe recognition fuels performance, and our customers rely on us to help them build workplaces where people truly thrive. As a Customer Success Manager I, you’ll be at the heart of that mission, owning the strategy and long-term success of some of our most important mid-market customers.

In this role, you’ll act as a trusted advisor and strategic partner, helping customers unlock the full business value of the Achievers recognition and engagement platform. You’ll drive product adoption, identify growth opportunities, and influence expansion by showcasing best practices and measurable outcomes. Working closely with senior stakeholders, you’ll help design and execute recognition strategies that deliver ROI and support long-term customer retention and growth. If you’re passionate about customer success, energized by technology, and motivated by driving results, this could be the perfect opportunity for you.

How you'll shape Customer Success at Achievers:

Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies

Establish measurable goals and KPIs for your customer accounts

Track all implementation and post-implementation adoption activities

Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings

Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs

Connect with your customers to update on outstanding queries, reports and campaigns

Manage a revenue pipeline while up-selling and cross-selling within the existing programs

Lead customer workshops and training around product updates & new features

Provide regular status reports to stakeholders on progress against established goals and manage account escalations

Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals

Recognize your peers for being awesome!

Experience we feel will set you up for success:

3+ years of account management experience at a software/SAAS company

Strong business acumen and proven ability to influence decision makers in various sizes of organizations

Formal sales training through a recognized program

Proficiency with CRMs such as Salesforce or other force.com platforms

Experience in preparing and delivering presentations targeted to a senior audience

Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience

Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews

Experience managing a sales pipeline and carrying a sales quota

Strong customer-facing skills including expectation management, communication skills, information management

Bachelor’s Degree

Skills

Account ManagementBusiness ReviewsCRMCross-sellingCustomer SuccessDashboardsData AnalysisExcelPipeline ManagementPowerPointPresentation SkillsRenewal ManagementReportingROI StorytellingSalesforceSLA/RSAsStakeholder ManagementUpselling