Customer Success Manager

OnePlan Solutions•Toronto, ON

2d•Remote

About The Position

At OnePlan, we specialize in creating AI-enabled solutions that make strategic portfolio, financial, resource, and work management seamless. We help businesses bridge the gap between strategy and execution by offering solutions that boost business agility, streamline project management, and optimize resources. What truly makes OnePlan stand out is our commitment to delivering powerful solutions and fostering a culture of collaboration. We combine robust analytics with a platform that integrates seamlessly into the tools businesses already know and trust. Our high-trust, team-focused environment allows us to innovate quickly and deliver solutions that drive meaningful results for our clients. We're passionate about exceeding expectations, working together to empower organizations to succeed in a rapidly changing business landscape. As a Customer Success Manager, you will be working closely with customers, internal teams, and stakeholders to ensure that every OnePlan user has a seamless and satisfying experience. You’ll be the key point of contact for assigned customers, ensuring long-term success, addressing customer needs, and helping clients achieve their business goals.

Requirements

1-5 years of experience in a Customer Success or account management role at a B2B SaaS company.
Proven experience managing enterprise-level accounts, including customer escalation and issue resolution.
Ability to collaborate and build strong relationships with clients and internal teams, especially at the executive level.
Experience working with cross-functional teams, including Sales, Services, and Product Management.
Excellent communication skills, including leading meetings and webinars.
Strong organizational skills with the ability to manage time effectively and handle multiple priorities.
A passion for customer service and helping businesses succeed with technology solutions.

Responsibilities

Onboard new customers effectively, transitioning them from initial deployment to post-deployment success plans.
Develop success plans for customers, outlining their key success factors and recommendations.
Conduct regular check-ins through Monthly or Quarterly Success Reviews to measure progress and identify areas for improvement.
Collaborate with Professional Services to identify new opportunities and assist in transitions following deployments.
Respond to customer requests and offer strategic guidance on product use, account modifications, and business expansion.
Monitor customer adoption of OnePlan’s features and functionality, ensuring alignment with their business needs.
Facilitate renewals of subscriptions and support agreements, minimizing churn by maximizing customer satisfaction.
Collect customer feedback, collaborate with product and engineering teams, and ensure customer input is funneled into product roadmaps.
Act as a trusted customer advocate and thought leader, both internally and externally, sharing your insights and experiences.