CSAM - Customer Success Account Manager

Booxi•Montreal, QC

About The Position

We’re looking for a customer obsessed CSAM who thrives in the high-touch world of luxury and beauty retail. Booxi is the infrastructure behind the shift in physical retail, offering appointments, queue management, and in-store events on a single platform. Our clients include Tiffany's, Benefit Cosmetics, LVMH, Dior, and Sephora, and we operate in 103 countries with teams in Montreal and Paris. We are seeking a Customer Success Account Manager (CSAM) responsible for driving customer outcomes, long-term value realization, and sustained consumption across Booxi's portfolio of Luxury & Beauty retail enterprise customers. The CSAM serves as the strategic partner between Booxi and its most valued customers, ensuring they realize measurable business outcomes through the adoption and effective use of Booxi's solutions. By combining executive-level relationship management with operational rigor and cross-functional leadership, this role drives customer retention, growth, and long-term partnership success.

Requirements

5+ years in Enterprise Customer Success, Customer Service, or Account Management.
Fluent in both French and English.
Strong executive presence and value storytelling skills.
A data-driven approach to measuring success (retention, expansion, and adoption metrics).

Nice To Haves

A deep understanding of the Luxury or Beauty retail landscape.

Responsibilities

Lead end-to-end success strategies for assigned accounts, building and executing tailored customer success plans that tie Booxi's solutions directly to each customer's business goals.
Engage senior and executive stakeholders as a trusted advisor, proactively spotting risks and opportunities to keep each partnership on track and growing.
Take ownership of consumption growth and product adoption by orchestrating onboarding experiences and Success Programs.
Lead cross-functional efforts to remove barriers, working with sales, support, product, and partners to deliver a seamless, outcome-focused customer experience.
Bring structure and discipline to every account through health monitoring, forecasting, risk tracking, and executive-ready reporting.
Lead regular governance rhythms, including success plan reviews, operational checkpoints, and QBR contributions, using data and insights to prioritize activities.
Set the standard for customer engagement quality and executive presence, influencing cross-functional teams without direct authority to drive alignment and results.
Take the lead when high-stakes or escalated situations arise, coordinating structured responses, maintaining clear executive communication, and driving actions to restore customer confidence and stability.