Customer Success Account Manager

Litmus•Toronto, ON

4d•CA$65,000 - CA$95,000

About The Position

The Customer Success Account Manager is a key customer-facing role within the Litmus Customer Success team responsible for customer retention, renewals, adoption, and service value realization. This role establishes customer cadence and success planning, drives onboarding and license/subscription renewal activities, manages account health, and acts as the customer advocate across Litmus to ensure issues, incidents, feature requests, and bug fixes are prioritized and communicated effectively. The Account Manager will report to the Vice President of Customer Success and works closely with the Sales Account Executives, Expansion Leads, Project Managers, Application Engineers, Presales Engineers, Support, Finance, the Litmus Partner team, and other Customer Success team members. The role supports enterprise-level expansion efforts where appropriate, and owns services opportunities as defined by account assignment, and ensures clear handoffs, accurate account and partner information, and proactive cross-functional coordination.

Requirements

Minimum 7 to 12 years of experience performing in a customer-facing and interactive role with senior customer stakeholders and operational project teams.
Excellent communication skills with the ability to manage customer expectations, publish clear meeting notes, and coordinate internal stakeholders.
Strong organizational skills with the ability to manage renewals, escalations, account plans, resource forecasts, and multiple customer priorities at once.
Strong negotiation, commercial awareness, and value-based selling skills, with the ability to support upsell, cross-sell, and services expansion opportunities.
Ability to work cross-functionally with Sales, Customer Success, Support, Professional Services, Application Engineering, Project Management, Presales, Litmus Partner team and Finance.

Nice To Haves

Experience managing customer-facing projects, services engagements, onboarding activities, or implementation coordination.
Self-starter who can work independently as well as in a team environment.
Enjoys solving problems, improving processes, and advocating for customer outcomes.
Enjoys staying abreast of new technology and continually learning new things.
Able to adapt to change in a fast-paced environment; background in manufacturing software is an asset.
Experience working in Salesforce or similar CRM systems to manage renewals, opportunities, account information, and customer activity.

Responsibilities

Own the overall relationship for assigned customers and partners, building strong ongoing relationships with key customer and partner stakeholders and representatives by establishing customer cadence, success planning, and proactive customer touchpoints to drive adoption, value realization, retention, and customer stickiness.
Lead post-sale customer onboarding activities including license provisioning and maintenance, and transition from Sales to Customer Success.
Act as the primary escalation point for assigned customer tickets, incidents, feature requests, and bug fixes, including setting priority or urgency recommendations and communicating resolution progress.
Manage customer health assessments, CSAT actions, account health indicators, adoption data, NPS/CSAT, and other customer survey feedback for assigned accounts.
Manage Salesforce renewal opportunities, perform license subscription renewal processes, and publish/manage customer license and support renewals, AMC terms, and conditions.
Coordinate billing management and payment follow-up with Accounts Receivable and Finance for assigned customer accounts.
Identify services opportunities, upsell opportunities, and project/consulting expansion opportunities.
Provide input to account strategy and account mapping, maintain site/project account intelligence, and keep Account Executives and cross-functional stakeholders informed of current customer context.
Maintain and execute overall account plans, support technical account planning, and document customer use cases in standard templates for internal visibility and future sales enablement.
Oversee customer support contract SLA adherence and ensure customers are notified of new version releases and are guided toward long-term release versions of Litmus software.
Drive customer advocacy by requesting and tracking logo usage, references, referrals, case studies, and other advocacy opportunities.
Adhere to and continually improve Customer Success processes, renewal playbooks, onboarding practices, account management systems, and cross-functional coordination.