Customer Success Manager

Sama•Montreal, QC

26d•Remote

About The Position

Sama is a B2B platform that enables employers to provide hyper-tailored development through unlimited professional coaching—right from a user-friendly app (sama.io). The company is building the future of work by elevating the corporate environment and allowing employees to be their best productive selves. The Customer Success Manager will be part of a highly motivated team, driving success and retention by helping clients achieve their goals, maximize their ROI with the platform, and ensure every interaction leaves them delighted and empowered. This role requires communicating strategic impact with executives and all levels of the client’s organization. The manager will also build strong, long-lasting partnerships by becoming the go-to contact for clients. Furthermore, the role involves identifying upsell opportunities, collaborating closely with the sales team to drive revenue and expand reach, and participating in product development to increase client impact.

Requirements

Verbal and written native fluency in English and French.
A minimum of 4 years’ experience in HR/Talent or Customer Success roles with enterprise clients.
Previous experience working closely with People, Culture (HR) and Learning & Development clients
Experience building and maintaining relationships with a diverse range of stakeholders.
Strong business acumen and fluency in business jargon.
Experience as a freelancer or working in a start-up.
Experience using CRM (HubSpot preferred), with an understanding of utilizing technology platforms to drive automation and scalability.
Spot opportunities for growth and development in accounts.
Strong ability to set, meet, and exceed KPIs and performance goals.
Great judgment.

Nice To Haves

You have an entrepreneurial mindset and are autonomous
You’re able to work in an environment with limited structure and processes
You’re excited to tackle new challenges head-on
You’re extremely curious
New opportunities and potential challenges excite you
You have a bias for action—you're a doer
You’re open, trustworthy, and committed
You’re a team player

Responsibilities

Become the go-to point of contact and advisor for your clients.
Advise clients on their people development strategy to meet business objectives
Onboard new customers by facilitating demos and training around the product.
Actively monitor customer engagement. Regularly review data and analysis with clients to identify strategies to optimize engagement and meet their business goals.
Create and lead quarterly and annual business strategy reviews with each client.
Unlock upsell opportunities to optimize impact for the client.
Collaborate and share customer insights cross-functionally with Marketing, Product and Sales to drive growth.