Customer Success Manager

Fortra•Canada-Ontario, ON

8d•CA$75,000 - CA$100,000•Onsite

About The Position

We are seeking a proactive and customer-centric Customer Success Manager (CSM) to join our team. In this role, you will partner closely with customers to ensure they derive maximum value from our solutions, driving adoption, satisfaction, and long-term loyalty. You will serve as a strategic advisor to key stakeholders, managing customer relationships, health, and success planning. Your ability to align customer goals with company capabilities will be essential to delivering measurable outcomes, reducing churn, and fostering account growth. This role requires strong collaboration across internal teams to anticipate needs, resolve challenges, and create a seamless customer experience.

Requirements

Minimum length of time in current role: Typically 3-5 years
Related work experience: 2+ years of related experience
Education requirements: Typically requires a Bachelor's degree or equivalent experience
Excellent presentation, written, and oral communication skills
Strong interpersonal skills and experience initiating and building positive relationships
Strong organizational and time management skills with the ability to manage multiple projects
Cross functional leadership and team coordination skills
Proven ability to navigate difficult and complex customer concerns with ease
Creative problem-solver who acts confidently – spearheading solutions to problems that arise
Demonstrated ability to research issues in a resourceful manner prior to escalating
Subject matter expert in multiple brands
Demonstrated negotiation and persuasion skills; ability to be tenacious
Able and willing to travel on-site for customer visits as required by the business (up to 25%)
Strong problem-solving and analytical skills with keen attention to detail.
Proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

Responsibilities

Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.
Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives.
Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.
Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
Builds strong relationships across customer organizations, working with stakeholders from frontline teams to executive leadership to align company solutions with customer goals.
Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.
Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.
Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
Prioritizes customer needs and responds swiftly to any potential risks or challenges, ensuring quick resolution of issues to maintain high satisfaction levels.
Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.
Work closely with sales, product, and services teams to ensure smooth onboarding, proactive support, and alignment of solutions with customer requirements.
Support junior CSM team members by sharing best practices and providing guidance to ensure high performance across the customer success function.
Lead special projects aimed at enhancing customer engagement, optimizing processes, or contributing to broader business initiatives.
Continuously refine and improve business analysis processes to enhance efficiency and outcomes.