Customer Success Manager (Procurement) - Remote | WFH

**Job Title: Customer Success Manager (Procurement)**

**Location:** Hybrid (3 days/week in Atlanta, GA or Oakville, ON)

**Employment Type:** Full-Time

**Benefits Offered:** Dental, Medical

**The Opportunity**

We are looking for a friendly and dedicated Customer Success Manager to join our Procurement Customer Success team. In this strategic role, you will report to the Manager of Customer Success and play a vital part in ensuring our B2B SaaS customers in the public sector achieve their desired outcomes and fully realize the value of our product.

As a Customer Success Manager, you will work closely with customers to understand their unique business needs. You will develop and implement tailored strategies to help them reach their goals while building strong, long-lasting relationships with key stakeholders. Collaboration with cross-functional teams will be essential to ensure that your customers receive the best possible service and support throughout their partnership.

**Key Responsibilities**

- **Product Knowledge:** Develop a deep understanding of our Procurement SaaS product and its applications in the public sector.


- **Effective Communication:** Engage confidently with executives, project managers, business analysts, end users, and key stakeholders through regular customer meetings.


- **Relationship Building:** Foster strong relationships with key stakeholders, identifying individual and organizational goals to deliver value at every communication touchpoint.


- **Customer Success Plans:** Design and execute customer success plans to help customers achieve their desired outcomes and maximize the value they receive from our product.


- **Regular Check-Ins:** Conduct regular customer check-ins to monitor progress, identify issues, and address concerns.


- **Collaboration:** Work alongside senior Customer Success Managers and cross-functional teams, including sales, marketing, and product development, to ensure exceptional service for customers.


- **Data Analysis:** Analyze customer data and usage patterns to identify opportunities for upselling, cross-selling, or expanding our product offerings.


- **Customer Health Monitoring:** Monitor customer health indicators, respond to potential risk factors for retention, and facilitate churn mitigation calls.


- **Survey Management:** Request, track, and respond to surveys, including NPS, CSAT, and implementation surveys.


- **Community Engagement:** Attend and assist with webinars and events, connecting with customers and expanding our community.

**Experience and Qualifications**

- **Education:** Bachelor's degree in business, communications, computer science, or a related field.


- **Experience:** 1+ years in customer success, implementation, customer support, or a related field.


- **Proven Success:** Demonstrated ability to develop and implement successful customer experience strategies.


- **Project Management:** Experience in managing multiple projects simultaneously.


- **Technical Skills:** Proficient in Salesforce, Microsoft Office, and other relevant software applications.

**What It's Like to Work Here**

We foster a supportive work environment that encourages creative and intellectual freedom. Our dynamic workplace offers considerable opportunities for professional growth and advancement.

**Employee Perks:**

- **Competitive Wages:** We offer competitive salaries and expect a fair 40-hour work week.


- **Wellness Days:** Enjoy 2 extra days off in the summer to extend your long weekends!


- **Community Engagement:** Participate in initiatives that give back to local communities through time, gifts, and skills.


- **Flexible Work Arrangements:** We understand that workdays can vary by employee and role requirements, and we will work with you to find a suitable fit.


- **Benefits:** Comprehensive health and dental benefits available.


- **Culture Committee:** Join in on frequent fun events for holidays and special occasions, ensuring a vibrant team culture.

**Inclusivity Statement**

We believe in embracing diverse perspectives and optimizing impact. If you have relevant experience and transferable skills but feel you may be missing a few requirements, we encourage you to apply! We recognize that everyone has unique career journeys, and if you're excited about this role, we want to hear from you.

We are committed to providing a comfortable and accessible interview process for every candidate. If you require any accommodations during the hiring process, please let us know.

**Contact Information**

For inquiries regarding accessibility, please reach out via email or phone. We are here to assist you!
Employment Type: Full-Time
Salary: $ 70,000.00 110,000.00 Per Year