Customer Success Manager
Description
About Conexiom:
Conexiom is the only SaaS platform that transforms emailed Sales Orders and Invoices from customers and suppliers into fast, accurate digital transactions with 100% accuracy across quote-to-cash and procure-to-pay processes. Leading manufacturers and distributors, including 16 of the top 20 industrial distributors, rely on Conexiom to win and retain more customers through a best-in-class order fulfillment experience, provide transparency for regulatory compliance, and become the employer of choice in a tight labor market. Conexiom is based in Vancouver, British Columbia, and has offices in Kitchener, Ontario; and London, England. Visit Conexiom.com.
Conexiom embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are working to ensure that the profile of our staff reflects the profile of the communities we work in and serve. For that reason, we seek resumes and expressions of interest from a broad and diverse talent pool. Strength comes from the inclusion of diverse perspectives and experiences.
Conexiom embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We are working to ensure that the profile of our staff reflects the profile of the communities we work in and serve. For that reason, we seek resumes and expressions of interest from a broad and diverse talent pool. Strength comes from the inclusion of diverse perspectives and experiences.
About the Role:
As a Customer Success Manager, you will report to the Senior Manager, Customer Success and will serve as a strategic partner and trusted advisor for a portfolio of accounts ranging from Commercial to Enterprise businesses. Your primary focus will be driving customer adoption, value realization, and overall customer satisfaction by deeply understanding customer objectives, industry challenges, and their success metrics. Through proactive engagement, data-driven insights, and collaboration with cross-functional teams, you will help customers maximize their investment through impact, navigate change, and unlock growth opportunities. You will play a key role in renewals and expansion, ensuring success and strong customer relationships. By delivering business reviews that showcase impact, providing best practice guidance, and advocating for customer needs, you will help shape both their experience and the evolution of our product. If you're passionate about problem-solving, data-driven decision-making, and driving meaningful outcomes, this role is for you.
Responsibilities:
- Manage a portfolio of accounts which may range in size from Commercial to Enterprise businesses.
- Engage with both business and technical stakeholders across all levels, from users to executive sponsors, building relationships to become a trusted advisor and partner.
- Take a consultative approach to deeply understand customer objectives, pain points, and industry challenges, driving toward successful outcomes.
- Leverage data-driven insights to proactively identify risks, measure adoption trends, and implement strategies to maximize customer value.
- Deliver a cadence of business reviews to share insights and outcomes aligned to customer goals.
- Guide customers on best practices, change management strategies, and new innovations to drive adoption, solve business challenges and maximize long-term impact.
- Collaborate cross-functionally with key stakeholders to remove barriers to adoption and ensure seamless customer experiences.
- Handle renewal conversations effectively, ensuring strong retention strategies are in place and bring in leadership or other stakeholders as required.
- Develop retention and renewal forecasts, ensuring accurate reporting of revenue risk and opportunities.
- Partner with Sales to identify and influence expansion opportunities within assigned accounts, ensuring strong lifetime customer value and engagement.
- Serve as an advocate and voice for customers, delivering product feedback and insights to internal teams to drive innovation.
- Travel may be required for customer engagements, conferences, or company events.
Key Qualifications:
- Experience: 5+ years in Customer Success, Account Management, or a related customer-facing role, preferably in B2B SaaS or enterprise software.
- Communication & Influence: Excellent verbal, written, and presentation skills to engage, educate, and influence both internal and external stakeholders.
- Customer Engagement: Proven ability to build and maintain relationships with stakeholders at all levels, from end users to executive sponsors
- Data-Driven Approach: Strong analytical skills to assess customer health, identify risks/opportunities, and drive strategic initiatives.
- Consultative Skills: Passion for understanding customer challenges, asking the right questions and providing strategic recommendations to drive value and adoption.
- Technical Knowledge: Experience working with AI-driven solutions, APIs, or automation tools.
- Business Acumen: Ability to align customer success strategies with business objectives and industry trends.
- Collaboration: Experience working closely with Sales, Implementation, Product, Support, and other teams to remove barriers to adoption and enhance customer experience.
- Account Management: Proven ability to manage multiple accounts and competing priorities while maintaining a strong sense of urgency and attention to detail.
Preferred Qualifications
- Industry Knowledge: Familiarity with manufacturing, distribution, supply chain, or ERP systems is a plus.
- Customer Success Platforms: Hands-on experience with Gainsight, ChurnZero, or similar CS tools.
- Certifications: Customer Success certifications (e.g., Gainsight, SuccessCOACHING, or Growth Molecules) or relevant industry certifications.
Why Conexiom?
Impactful Work: Play a pivotal role in transforming how businesses operate on a global scale
Growth Opportunity: Be part of an ambitious company on a rapid growth trajectory, offering numerous opportunities for personal and professional development
Remote Flexibility: Enjoy the flexibility of a semi remote position, allowing you to work from anywhere when you are not in person with customers, meeting with colleagues, or attending industry events.
Inclusive Culture: Join a diverse team of innovative thinkers and doers, committed to fostering an inclusive environment where everyone can thrive
Conexiom is proud to offer equal employment opportunities. If you have a disability or need that requires accommodation at any time during the recruitment process, please let us know.
*All official Conexiom communications will only originate from a @conexiom.com email addresses. We do not solicit payments or sensitive personal information during our recruitment process, and all job offers are preceded by interviews.*
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