Customer Success Manager

EXFO

24d

About The Position

The Customer Success Manager will be responsible for the support and service delivery for a fast-growing Software ecosystem. This role involves developing and incubating software strategies, monitoring usage analytics, and working closely with product/sales leadership to drive expansion business growth for EXFO’s Platform Ecosystem Solution – SaaS. The position requires providing system-level consulting expertise, collaborating with delivery services, and interfacing with strategic customers to ensure performance expectations are met. A key aspect is proactively tracking customer health data to prevent churn and secure contract renewals, while also aligning the EXFO Product Management team with customer needs and roadmap decisions. The role also involves coordinating with sales and BU management to align software solutions with customer needs, providing competitive intelligence, optimizing software solution pricing, and leveraging EXFO’s partner network. Additionally, the Customer Success Manager will identify and attend industry events, create annual business plans, collaborate on go-to-market initiatives, ensure technological resources meet company needs, outline R&D goals, create development timelines, and mentor team members while training sales staff on software technology.

Requirements

Working knowledge of cloud-based solutions and applications
Understanding of engineering data pipelines, cloud-based analytics, and common test frameworks or automation scripting tools. Deep familiarity with Test & Measurement workflows, hardware validation and automated test equipment.
Excellent leadership and communication skills, strong business acumen and collaborative skills with internal/external business partners and customers
Minimum 3 years of customer success, technical account management, or application engineering experience handling complex, multi-site B2B accounts.
Excellent communication skills to lead strategy and development of new business pitches and presentations
Prioritization and alignment of multiple goals and objectives
Maturity and comfort level interacting with senior executives both internally and externally
Self-starter with the ability to communicate and interact with people at all levels, including executive levels, both external and internal to EXFO
Strong planning, organizational and prioritization skills
Demonstrates strong judgment and analytical skills
Innovative problem solver
Bachelor’s degree in information technology.
Minimum of 3 years in Customer Success role, technical account role or similar position handling complex multi-site B2B accounts.

Responsibilities

Develop and incubate software strategies and articulate them within a technical and business framework for existing strategic EXFO customers
Monitor usage analytics to identify underutilization and proactively deliver targeted training and best practices.
Work closely with product/sales leadership to implement and execute strategies to developing expansion business growth for EXFO’s Platform Ecosystem Solution – SaaS
Provides system-level consulting expertise to design performance solutions for named service providers.
Work cross-functional with multiple business units and solution teams to leverage existing products and create segment-specific solutions.
Responsible for collaborating with delivery services, reviewing scoping and service deal development in partnership with the delivery teams.
Interface with existing strategic customers to solidify expectations of performance and growth of EXFO’s software Platform end 2 end solutions
Proactively track customer health data across complex corporate structures to eliminate churn and secure high-value contract renewals.
Align EXFO Product Management team with target accounts and engage customers in roadmap decisions to align with upcoming customer requirements
Coordinate with Product/Sales management teams to align EXFO software Platform end 2 end solutions to the needs of the customers to affect significant process changes that impact customers’ business metrics
Provide competitive intelligence – feature set, road map, pricing information to product management teams
Work with BU direction to optimize software solution pricing and offer
Work closely with sales and BU director at leveraging EXFO’s partner network for the deployment of cloud products and services.
Identify and attend tradeshows and other business functions to keep abreast of developments in the marketplace, to find potential new business opportunities, and to market Solution
Create an effective annual business plan that directly supports the strategic and financial goals of the business
Work closely with sales, marketing, development, customers and prospects to set the software strategic direction and overall product positioning
Planning, developing and working with the marketing communications team on the execution and sustainment for all elements of software go-to-market initiatives: product launches, market research & analysis, outbound messaging, value propositions, differentiation and thought-leadership communications activity
Ensuring that technological resources meet the company's short and long-term needs.
Outline the goals for research and development.
Creating timelines for the development and deployment of all technological services.
Acting as a mentor to team members while training key sales members on the software technology.