Customer Success Manager

LSEG•Toronto, ON

5d•CA$117,300 - CA$141,400•Hybrid

About The Position

Customer Success Managers (CSMs) connect our most strategic clients to Refinitiv’s portfolio of software & desktop solutions. This specialist plays a key role in ensuring our customers discover the full power of Refinitiv by implementing workflow solutions while continuously providing scalable yet adaptable guidance. In a role that is comprised of relationship management, education, and deep functional expertise, CSMs will lead successful adoption and expansion of our services within their assigned accounts. Equal parts trusted advisor and roadmap architect, the CSM designs and implements activities with key decision makers, assists in reducing risk of competition and finds opportunities in their accounts. By redesigning our client’s business through user adoption of our suite of solutions, the CSM crafts the conditions for optimal renewal and upsell growth.

Requirements

3-5 years of commercial experience in B2B consultative selling, preferably in a SaaS company.
Strong knowledge & experience in the Investment Banking space.
Ability to map a customer’s business process to product capability.
Strong ability to collaborate with internal operational and account management teams.
Executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.
Experience facilitating customer meetings and addressing an audience in a concise, inspirational and convincing manner.
Strong project management, technical and problem solving skills.
Ability to travel onsite when required.
BA/BS degree.

Responsibilities

Clearly define business outcomes and craft a comprehensive success plan to include customer objectives, partners, achievements, risks and metrics needed to achieve them.
Demonstrate and educate new customers on content and technology in a manner that is tailored to their specific use-case.
Monitor usage data, health gauges and growth opportunities in order to build relevant insights and strategically pivot when necessary.
Prompt Refinitiv business development partners (Solution sales, proposition sales, solution consultant) when new business opportunities (upsell or cross-sell) are generated through adoption engagements.
Ensure customers derive maximum value from their investment, apply all licenses and collaborate with other Refinitiv partner teams to ensure retention and growth.
Build, maintain and demonstrate positive relationships with business decision makers and users within each account to influence adoption.