Customer Success Manager

GPS Insight•Edmonton, AB

24d•Hybrid

About The Position

GPS Insight is seeking an experienced Customer Success Manager to join their Customer Success Team. This role is responsible for enhancing customer engagement, relationships, and loyalty. The Customer Success Manager serves as the primary point of contact for customers post-onboarding, bringing a seasoned perspective, strategic mindset, and the ability to manage complex customer relationships. This position is crucial for achieving annual growth objectives and maintaining high customer satisfaction. The role reports to the Director of Customer Success. The majority of the time will be spent in the Edmonton, Alberta office, with a hybrid work environment, focusing on maintaining and growing the existing customer base through proactive engagement via phone, email, chat, and Teams meetings. Compensation includes a base salary and a competitive bonus structure.

Requirements

Proven track record of managing and growing complex customer relationships at a high level
Strong background with Internet / cloud-related technologies
Exceptional communication, negotiation, and strong relationship management skills
Strategic, customer-first mentality with a demonstrated ability to drive outcomes and navigate challenging situations
Excellent personal organization and problem-solving skills, with ability to work well under pressure and meet deadlines
Self-starter with strong business acumen and the ability to balance technical conversations with high-level strategy
Experience working cross-functionally to deliver results in a fast-paced environment

Responsibilities

Professionally manage a portfolio of Mid-Market accounts after onboarding through end of customer lifecycle
Build and maintain strong, trusted working relationships with key decision makers, executives, and power users
Closely track customer engagement activity and risk potential in Salesforce
Drive success across customers and ensure they are on track to renew and expand
Develop and maintain deep product expertise, including best practices to provide strategic value to customers
Create and conduct Quarterly Performance Reviews with customers
Renegotiate pricing and terms to ensure that churn targets are met or exceeded
Identify additional opportunities within accounts and work with the appropriate sales teams to drive additional business for GPS Insight
Work cross-functionally with Sales, Operations, RevOps and Support teams to ensure complete customer satisfaction
Document activities thoroughly in our internal CRMs
Increase renewal rates and reduce churn numbers
Expansion of revenue in accounts through cross sell and up sell initiatives
Influence future lifetime value through higher product adoption, customer satisfaction and overall NPS score rates