Customer Success Manager
InnovMetric Software Inc. • , QC25d • Remote
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Customer Success Manager - USA
InnovMetric Software Inc.•, QC
•Remote
About The Position
Are you a proactive, customer-focused professional who enjoys building strong relationships? Do you like using data to help customers achieve measurable business outcomes? If so, we would love to meet you! By joining our team as a Customer Success Manager, you will be responsible for proactive customer engagement, personalized guidance, and cross-functional collaboration to support customer success, satisfaction, retention, and long-term growth. In this role, you will help ensure that customers get the most out of our solutions from day one and throughout their journey with us. You will work closely with customers and internal teams to drive adoption, monitor customer health, identify risks and opportunities, and contribute to successful renewals.
Requirements
- Hold a relevant university degree in business administration, sales, marketing, engineering, computer science, or another related field
- Have significant experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or another client-facing strategic role
- Demonstrate strong communication skills and the ability to build trusted customer relationships
- Be comfortable analyzing usage data, customer health indicators, adoption metrics, and business outcomes
- Show strong organizational skills, rigor, and the ability to coordinate several stakeholders and priorities at once
- Be proactive, solution-oriented, and comfortable identifying risks and addressing customer challenges
- Have technical curiosity and the ability to explain the value of software solutions to different audiences
- Be comfortable using data tracking, analysis, and presentation tools (experience with Power BI or similar tools is an asset)
Nice To Haves
- Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments will be considered an asset
Responsibilities
- Support the onboarding of strategic accounts and help define customer success objectives
- Monitor product adoption, usage data, and customer health indicators to identify opportunities for increased engagement and value realization
- Proactively identify underutilized features and provide guidance, share best practices and recommendations to help customers get more value from our solutions
- Plan and lead regular customer check-ins and Quarterly Business Reviews to assess progress, align on objectives, and identify opportunities for continued success
- Act as the voice of the customer by sharing feedback with internal teams to drive continuous improvement
- Identify at-risk accounts and coordinate actions to address potential issues before renewals
- Highlight the value and return on investment delivered by our solutions
- Collaborate with sales, solution architecture, deployment, product management, and development teams to align customer objectives with concrete adoption plans
Benefits
- Flexible schedule that facilitates work/family balance
- Sick days and vacation
- 401(K) Plan
- Competitive salary and bonus plan
- Group insurance (health coverage, life and LTD coverage)
- Assistance program for employees and their families
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Job Search Resources
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