Customer Success Manager (Canada, EST, Remote)

MindBridge Analytics•Ottawa, ON

2d•CA$120,000 - CA$140,000•Remote

About The Position

MindBridge is the global leader in AI-powered financial risk intelligence. Our platform, MindBridge AI™ is enabling finance and audit professionals to build the AI-powered finance department of the future. With over 120 billion financial transactions analyzed with MindBridge’s AI, we set the standard for innovation, scalability, and customer satisfaction. At MindBridge, we're driven by innovation and excellence, united as a team to revolutionize financial integrity. Here, your ideas matter, and your efforts make a meaningful impact. If you're passionate about using AI to drive positive change, MindBridge is the perfect fit. What distinguishes us is our unwavering commitment to our values: Innovation, Collaboration, and Integrity. These principles foster a vibrant workplace culture, where appreciation and a strong sense of community flourish. About the Role We’re looking for someone who's passionate about partnering with our customers to ensure they are appreciating maximum value from their investment with us. The core focus of the Customer Success team at MindBridge is to protect and grow the revenue from our customer base. We do that through ensuring we are proactively driving real, acknowledged, progressive value over the lifetime of our relationship with each customer. In this role, as a Customer Success Manager, you are in the driver’s seat, you own the success of your book of business and aren’t expected to do it alone. The entire company is focused on supporting you. Your job is to employ these resources to execute a well thought out strategy that ensures our customers have the best possible experience. This is an exceptional opportunity for the right person to bring their deep domain knowledge and technical aptitude coupled with strategic, enterprise customer success experience to achieve real results and success. Some indicators of whether you might be a good fit for this role are: You know what General Ledgers, Subledgers, and financial transactions are. You have a solid understanding of core financial processes such as Order to Cash or Record to Report. You’ve worked closely with finance and accounting stakeholders, including but not limited to Finance Controller, VP/Director of Internal Audit, and Audit Manager. You have a strong understanding of audit, finance and control transformation through technology-enabled solutions. You are well-versed in financial data and the systems that support it, such as ERPs (SAP, Oracle, Workday). You can build a strategic account success plan and execute it while managing other priorities. You have experience in customer-facing roles. You have been part of or led change management or transformation efforts in the past.

Requirements

5+ years of SaaS experience as a Customer Success Manager in FinTech, or in roles such as ERP implementation consultant, risk advisory consultant, or a financial/accounting position within a public accounting firm or enterprise organization.
Bachelor of Accounting /Finance/Business or equivalent degree is required.
CPA or other relevant designation/qualification or international equivalent is strongly preferred.
Proven success driving change in challenging customer environments with highly technical stakeholders.
A strong technical aptitude and ability to understand complex software development systems and processes.
Demonstrable experience in strategic account planning and execution.
Excellent communication and presentation skills, with the ability to effectively engage all levels of stakeholders including the C-suite.
Empathy, passion, determination, and a strong desire to win.
Authorization to work in Canada.
Ability to travel up to 25% of the time (Canada, US, UK, and EU).
Ability to communicate with business proficiency in French is an asset.
Fulfill requirements necessary to obtain and clear a full background check.

Nice To Haves

Ability to communicate with business proficiency in French is an asset.

Responsibilities

Driving Value - Renewals and expansions happen for one reason: the customer recognizes the unique value we deliver and expects to continue receiving it in the future. You will own this. You’ll develop a deep understanding of your customers’ business, desired outcomes, challenges, opportunities, stakeholders, and influencers. You’ll use that knowledge to ensure we’re delivering meaningful value both today and going forward.
Customer SME - You will be the product expert for your book of business: training users, advising customers on best practices, and introducing new features and capabilities. You'll also help facilitate opportunities for product-customer collaboration and partnerships.
Workflow Operationalization - You will partner closely with customers to understand workflows, operational challenges, and business objectives to drive adoption and long-term value. Working alongside Forward Deployed Process Engineers, you will help optimize processes, remove bottlenecks, and deploy scalable, outcome-driven solutions.
Customer Health - You will continuously assess risk across multiple vectors and develop comprehensive success plans to mitigate such risks. Examples of risks include lack of acknowledged value, loss of champions, low usage, competitive threats, M&A activity, and more.
Customer Journey – You will partner with the Implementation team to ensure effective hand-offs and provide ongoing support. You will collaborate cross-functionally across the organization to deliver an exceptional customer experience throughout the entire customer journey.
CS Metrics – You will leverage data and key CS metrics to drive strategic conversations, including GRR, NRR, NPS, and Time to Value.
Product Feedback - You will serve as the voice of the customer, relaying product feedback and feature requests to the product development team. Your insights are essential to ensuring we build solutions that address real customer needs, solve their challenges, and help them succeed.
Renewal and Expansion - You will partner with our sales organization to identify expansion opportunities and play a key role in making renewals an easy decision for our customers.
Project Ownership - You will own and drive Customer Success initiatives as we grow and scale. We’re a small team, which means we have the unique opportunity to build the tools and processes we use. Leading operational projects is not only a great way to contribute, but also a valuable opportunity to learn and develop the systems, skills, and foundations that benefit the entire team.