Customer Success Manager

Optel Group•Quebec, QC

33d

About The Position

The Customer Success Manager’s job is simple: make sure our customers get real value from what they bought, and grow the relationship over time. You will work directly with customers to understand how they operate, what matters to them, and where we can help them do better. That means making sure our solutions are used properly, deliver results, and continue to create value. You are accountable for keeping customers, growing accounts, and building long-term partnerships. We’re looking for someone who is comfortable with customers, asks good questions, and takes ownership. Someone who is autonomous, credible, and knows how to build trust and move things forward.

Requirements

Experience in Customer Success, Account Management, or a client-facing commercial role involving complex products or solutions.
Strong commercial instincts, with the ability to understand customer challenges, articulate clear business value, and convert insights into actionable recommendations and revenue opportunities.
High level of comfort presenting to customers, facilitating discussions, and leading meetings with diverse stakeholders.
Excellent relationship-building skills; able to earn trust through credibility, follow-through, and business understanding.
Highly accountable and data-driven, with experience using Salesforce (or similar CRM) to manage pipelines, KPIs, and customer insights.
Organized, proactive, and comfortable managing multiple accounts and priorities independently.
Collaborative mindset and experience working cross-functionally across Sales, Product, and Operations teams.
Strong curiosity and willingness to learn and adopt new technologies, particularly artificial intelligence.
Bilingual French and English required, German a valuable asset.

Responsibilities

Own and nurture long-term customer relationships across a portfolio of accounts, serving as a trusted partner.
Spend significant time engaging directly with customers to understand their operations, challenges, and evolving business goals.
Identify and drive revenue growth opportunities within existing accounts, including expansions, add-ons, renewals, and cross-sell opportunities across hardware and software solutions.
Lead customer-facing meetings and presentations.
Be accountable for customer-related commercial KPIs, including renewal rates, expansion pipeline, and Salesforce data accuracy.
Partner closely with Sales, Project Management, Support, and Product teams to align customer needs with OPTEL’s solutions and roadmap.
Monitor account health and proactively mitigate risks to retention and satisfaction.
Maintain disciplined Salesforce usage, ensuring activities, opportunities, forecasts, and customer insights are consistently tracked and up to date.
Advocate for the customer internally while balancing OPTEL’s commercial and strategic objectives (Voice of customer).