Customer retention and service improvement define this Customer Success Manager role at Konica Minolta, supporting an assigned customer portfolio. The position focuses on relationships, satisfaction, and loyalty.

This Customer Success Manager partners with account managers and stakeholders throughout the customer relationship. You will monitor service performance, coordinate incident escalations, manage feedback, and support success planning. The role also uses automation and AI-driven insights to identify risks, adoption trends, advocacy opportunities, and expansion potential.

Key Responsibilities:

- Maintain customer satisfaction and retention across the assigned portfolio
- Coordinate major incident communications, resolution, and post-incident reviews
- Manage customer feedback through surveys and other feedback channels
- Schedule meetings,



technology roadmaps, service reviews, and check-ins
- Identify customer risks, opportunities, and continual service improvements

Requirements:

- Bachelor’s degree or equivalent relevant education and experience
- Two years’ account management, outside sales, or customer service experience
- Robust business development, negotiation, and influencing skills
- Working knowledge of ITIL Service Lifecycle and IT best practices
- Excellent communication, organizational, and customer-facing skills

Bring customer relationship management, service improvement, and AI-driven insight skills to Konica Minolta’s customer success portfolio.

📌 Customer Success and Retention Manager (Burnaby)
🏢 Konica Minolta
📍 Burnaby