Client Success Manager

On behalf of our client, Brainhunter is seeking a Client Success Manager (CSM) to join their team out of Toronto. This individual should be comfortable interacting with C-suite level executives, as well as Corporate Social Responsibility (CSR) program administrative staff, backed by a strong understanding of their program goals & objectives. The chosen candidate will be living and eligible to work in Toronto, Canada.

What you will do:

Explain the “how” and “why“ of client’s product suite features and functionality

Drive client adoption of the existing platform, as well as new products and features

Train new administrators on how to effectively use all relevant product functions

Explain companies cross-functional support structure and describe all aspects of our internal client ecosystem

Suggest and advise on a variety of functional solutions to help the client achieve what they need from the product

Consult with and connect the appropriate internal teams to solution client problems and escalate when necessary

Communicate delivery timelines and set realistic expectations with the client

Serve as the client’s advocate back to the internal teams to ensure solutions and services are evolving to meet client needs

Consultant:

Foster a trusted advisor partnership with the client and align corporate value to their key CSR and overarching business goals

Build strong, long-term business relationships by consistently going above and beyond client expectations

Possess a broad understanding of various successful CSR programs and are able to translate this knowledge into specific strategies and recommendations tailored for the client’s program needs

Evaluate client program priorities and tailor a Success Plan that establishes clear goals and milestones which maximize their ROI

Identify barriers to program growth and develop effective strategies based in client research and industry knowledge

Connect the client with the ecosystem peers to gain knowledge and best practices in client-to-client interactions

Value Driver:

Strive to provide value at every interaction

Communicate realized program ROI leading to a frictionless renewal and ensuring retention of current client revenue

Communicate potential program ROI to identify and foster cross-sell and up-sell growth opportunities at the appropriate lifecycle stage and in support of client program goals

Execute regular program reviews with clients to identify sales, growth and feature enhancement opportunities

Work with Enhancement teams to complete feature and user up-sell opportunities

Work in coordination with the Sales Team on client cross-sell opportunities

Advocate for deep adoption of product features, and solution best practices within your client roster

Possess a functional understanding of the CSR landscape and how social responsibilities are tied to a variety of company goals

What you bring:

BA/BS degree, or equivalent education

Minimum 3-5 years’ experience in B2E/B2B Customer Success/Account Management or transferable customer service roles

Strongly prefer experience in a B2B SaaS organization, with solutions of moderate complexity

History of increasing client satisfaction, adoption, and retention

Strong client relationship building skills including empathy, humility, adaptability, poise and persuasiveness

Strong communicator with excellent written and verbal communication skills