- We are looking for a Customer Success Manager to focus on our Security and Alarm customers for Bold Group
- The Customer Success Manager’s main purpose is to act as a first point of contact for our key customers, working to resolve any issues and questions to the best of their ability, escalating more complex issues internally to ensure quick resolution, and, most importantly, onboarding our new customers efficiently and effectively
- The Customer Success Manager is responsible for building and maintaining customer relationships

- Responsible for a portfolio of key customers

- Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals

- Driving incremental revenue from up-selling additional solutions

- Work with our customers to ensure they maximize their potential using our software

- As part of the onboarding team, ensure the customers have a seamless experience

- Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams

- Internal stakeholder management, to ensure complete business support

- Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention

- Measure, monitor, and report internally and externally to Customer Stakeholders

- Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions

- Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption

- Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners





- Work cross-departmentally to find solutions to complex scenarios and integration issues

- Continuously drive communication and customer advocacy to ensure an orchestrated customer experience

- Work transparently to surface customer problems and allow others to participate in solving them

Benefits

- Flexibility to work where/how you want – in-office, remote, or hybrid

- Robust health and wellness benefits, including an annual wellness stipend

- Continued investment in your professional development through Udemy

- 401k with company match

- Versatile and generous paid time off

- Employee Stock Purchase Program- We are looking for an individual with exceptional communication skills who loves speaking to people and has a natural ability to deliver superior customer experience

- Previous experience managing a diverse customer portfolio in a SaaS business would be highly advantageous

- Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs

- Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption

- Ability to flex and adapt to changing customer needs and priorities

- Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers

- Excellent communication and interpersonal skills

- Ability to manage executive relationships and discussions

- Customer-centric approach with a focus on building relationships

- Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider

- Strong analytical and problem-solving abilities

- Advanced project management experience & skills

- Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events

- Understand customer health scoring and predictive risk management to prevent and resolve risk

- 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role

📌 Customer Success Manager (EverPro) (Canada)
🏢 EverCommerce
📍 Canada