Enterprise Customer Success Manager (Canada)

Articulate

4d

About The Position

Articulate is looking for an experienced Canadian-based customer success professional to join our growing international team. Our Enterprise Customer Success Managers (ENT CSMs) work with customers throughout their post-sales journey to make sure customers are successful with Articulate.
Articulate recherche un professionnel expérimenté dans le domaine du service client, basé au Canada, pour rejoindre notre équipe internationale en pleine expansion. Nos responsables du service client pour les entreprises (ENT CSM) accompagnent les clients tout au long de leur parcours après-vente afin de garantir leur succès avec les solutions Articulate.
Employment Structure / Description de l’emploi
This role is open to candidates located in any Canadian province. While you will work directly with Articulate, formal employment will be through our employment partner, Pebl. This arrangement allows us to offer a seamless employment experience with local compliance and benefits administration.
The ENT CSM for the international business will own a book of accounts within our globally-based segment, and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving product adoption and satisfaction, driving retention, managing complex renewals, and expanding our footprint within these international accounts.
This ENT CSM will also partner with our international sales counterparts to identify and execute growth opportunities within internationally-based accounts.
Ce poste est ouvert aux candidats résidant dans n'importe quelle province canadienne. Bien que vous travailliez directement avec Articulate, votre contrat de travail sera géré par l'intermédiaire de notre partenaire de recrutement, Pebl. Cette collaboration nous permet de simplifier les formalités administratives en conformité avec les réglementations locales et les avantages sociaux applicables.
En tant que responsable du service client pour les entreprises (ENT CSM) pour les activités internationales vous serez responsable d’un portefeuille grands comptes à l’international et devra développer et renforcer les relations avec ces clients après la vente.
Votre rôle sera d’accompagner les clients dans leur intégration, favoriser l’adoption de nos produits et garantir leur satisfaction, assurer la fidélisation, gérer les renouvellements complexes et développer les actifs au sein de ces grands comptes internationaux.
Vous travaillerez également en partenariat avec nos équipes internationales afin d'identifier et de concrétiser les opportunités de croissance auprès de ces grands comptes internationaux.

Requirements

• 8+ years of experience working in a customer-facing account management, sales or customer success role
• A strong understanding of customer success
• Experience managing a book of 50+ customer accounts
• Experience directly managing renewals, driving renewal strategy, and handling complex customer negotiations
• A customer-centric mindset and the ability to continuously connect customer’s business pains to specific product benefits and value propositions
• Experience creating and upleveling strategic relationships with key stakeholders
• Ability to prioritize a large but strategic book
• Excellent critical-thinking skills
• High commercial acumen and strong discovery skills
• Resiliency, adaptability, and experience thriving in a fast-paced environment
• Ability to work independently with a high sense of self-accountability and as part of a collaborative team
• Excellent verbal, written communication and presentation skills. English is required for this position as the role involves regular communication with English-speaking colleagues across North America and customers in multiple countries.
• 2+ years experience in SaaS
• 2+ years experience using Salesforce

Nice To Haves

• You have SaaS experience.
• Post-secondary education or equivalent professional experience preferred.
• Experience selling internationally or outside of North American markets.
• Worked with channel sales partners and familiar with the channel sales motion.
• Fundamental understanding of MEDDPICC methodology.
• Experience working in a remote-first environment

Responsibilities

• Manage a book of approximately 50 of our largest and most strategic global Enterprise accounts
• Ensure a seamless customer experience throughout the entire life cycle - from onboarding through engagement and renewal
• Manage the renewal process by navigating complex commercial terms and leading to on-time renewals which maximize net revenue retention
• Proactively drive customer adoption and mitigate retention risk
• Increase customer retention by conducting strategic check-ins, kick-off calls, and business reviews
• Accurately forecast renewal revenue for current and future quarters
• Engage in consultative discovery conversations to uncover account expansion opportunities and assist your Sales partners in converting those opportunities
• Prioritize accounts for strategic focus each quarter and build and execute account plans for those customers
• Meet key performance indicators around customer touch points, churn, customer satisfaction, renewal, and account expansion
• Partner effectively with cross-functional teams including Sales, Legal, Product, Order Management, Marketing, Finance, and Support
• Lead with a customer mindset and connect their key business pains to specific product benefits and value propositions
• Be the voice of the international customer internally to share product feedback and resolve customer challenges
• Drive customer advocacy, case studies, and partnership opportunities through stakeholder engagement and relationship building
• Participate in all enrichment and enablement activities as assigned
• Participate in special projects and additional responsibilities as needed

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed