Note: The job is a remote job and is open to candidates in USA. Seertech Solutions is a company dedicated to transforming enterprise learning into business performance. They are seeking a Customer Success Manager who will serve as a trusted advisor to enterprise customers, helping them maximize the value of their investment and achieve strategic goals while driving long-term growth and customer satisfaction.
Responsibilities
- Develop deep relationships with executive sponsors, administrators, and technical/business stakeholders
- Understand each customer's quarterly objectives, strategic initiatives, and success drivers
- Guide customers on best practices and on going platform adoption
- Act as the customer's trusted advisor while balancing customer needs with Seertech's business objectives
- Conduct regular and proactively planned customer touchpoints with purposeful agendas and defined outcomes
- Facilitate and coordinate Executive Business Reviews (EBRs) annually or bi-annually
- Seek, support, nurture customers expanding adoption across new teams, business units, and use cases
- Coach customers on maximizing platform capabilities and business value. Always showing, informing and educating
- Monitor and recognize early warning signs including reduced engagement, tone, organizational changes, stakeholder turnover, acquisitions, restructures, or declining platform usage to identify early warning signals
- Follow escalation and CS playbook processes and collaborate internally to resolve issues quickly
- Maintain high levels of customer trust through responsiveness, follow-through, and accountability
- Communication and setting proper expectations. The good news and the bad news
- Customer Success plays an important role in revenue growth, while this is not a sales role that works on variable comp, our global customer success teams are the eyes and ears of the organization
- You'll actively listen for opportunities including: Additional expansion into other business units, Partner or customer training initiatives, Professional Services engagements, Reporting and analytics projects, Promoting Integrations & Interoperability, Accelerated enhancements
- Capture meaningful and actionable customer feedback
- Partner with Product and Engineering to influence roadmap priorities
- Advocate for customer needs while maintaining alignment with company priorities
- Ensure customer enhancement requests are progressing appropriately
- Collecting solid, clear business requirements so we can deliver effectively
- Partner with marketing and develop customer spotlight pipeline
- Ensure >90% reference rate for your book of business
- Encourage participation in customer advisory boards, programs and events
- Share best practices across the customer community
- Involve leadership when customers need support to internally advocate Seertech
- Working alongside global and regional leadership, you'll begin renewal planning approximately 6 months before contract expiration by: Reviewing customer health, Strategically pre-planning EBRs before renewals, Identifying renewal risk/opportunity, Coordinating internal stakeholders, Preparing customers for successful renewals
- You'll stay current on: New product releases, Platform capabilities- Foundations Certification, Customer success stories, Best practices in enterprise Customer Success, Complete CSM Certification, Learn and deliver a product demo
Skills
- 5–7+ years of Customer Success, Account Management, or Strategic Account Management experience within B2B Enterprise SaaS
- Fluent in French
- Experience managing enterprise customer relationships
- Excellent executive communication and presentation skills
- Strong discovery, questioning, and active listening abilities
- Experience conducting Executive Business Reviews (QBRs)
- Ability to manage multiple strategic accounts simultaneously
- Strong organizational and time management skills
- Comfortable working cross-functionally across Leadership, Sales, Product, Professional Services, and Support
- Experience with Learning Management Systems (LMS), HR Technology, or EdTech
- Experience supporting complex enterprise software implementations
- Understanding of customer adoption strategies and customer health methodologies
- Business Analyst Skills (Business requirement gathering)
Company Overview