Customer Success Manager

About the role

**Job Description**

The Customer Success Manager will be a critical member of our Canadian team at Sodales Solutions and ensure that the company’s vision of delivering innovative, high\-quality SaaS solutions is successfully adopted by our customers. As a key customer\-facing role, this position will report to the Director, Customer Success and will be responsible for driving customer satisfaction, product adoption, and long\-term retention across assigned accounts.

**Responsibilities**

* Your yearly performance will be measured on customer retention, satisfaction, and successful product adoption across your assigned accounts. * Serve as the primary point of contact for customers, building strong and lasting relationships with key stakeholders. * Provide strategic and operational guidance to customers to ensure they achieve their business objectives using Sodales solutions. * Develop and execute customer success plans aligned with customer goals and company objectives. * Monitor customer health, product usage, and engagement metrics to identify risks and opportunities. * Build alliances with cross\-functional teams, including Product, Solution Advisory, Sales, and Support, to ensure seamless customer experiences. * Identify and mitigate risks related to customer churn, ensuring high levels of retention and satisfaction. * Implement strategies to improve customer engagement, adoption, and expansion opportunities. * Foster a customer\-centric approach and advocate for customer needs within the organization. * Build strong rapport with internal teams to contribute to acquiring and retaining customers. * Gather and communicate customer feedback to Product teams to support continuous product improvement. * Be a champion of self\-learning and knowledge sharing within the team. * Raise customer risks, escalation issues, and account concerns immediately with senior management. * Participate actively in company initiatives and contribute to building Sodales’ market presence. * Learn and enhance knowledge of all product modules and capabilities. * Lead customer training sessions and enablement workshops for new and existing clients. * Act as the first point of contact for customer escalations and ensure timely and satisfactory resolution. * Engage with customers and educate them on industry best practices throughout their lifecycle. * Provide regular updates to leadership regarding customer health, risks, and opportunities. * Actively work on reducing customer escalations and improving overall experience. * Ensure critical customer issues are addressed promptly in collaboration with support teams. * Actively recommend improvements across processes and customer experience functions to elevate Sodales offerings. * Attend key company events and travel as needed.

**Requirements and Qualifications**

* Bachelor’s degree in Business, Communications, or a related field (required or preferred). * 5\-6 years of experience in Customer Success, Account Management, or related field (preferably in SaaS). * Experience in the EHS space is a plus * Experience guiding customers through SaaS implementations * Strong interpersonal and relationship\-building skills. * Excellent written and verbal communication skills. * Strong problem\-solving mindset with a proactive approach to customer needs. * Managing technical CRs and a generalized technical understanding is a must * Ability to analyze customer data and usage trends to drive actionable insights. * Ability and curiosity to learn about the vast array of products we serve as well as the industries we engage with * Experience working with cross\-functional teams in a fast\-paced environment.