Customer Success Manager

Canada·Torontomid

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists.

Technical Tools

Customer Success ManagerCustomer

Responsibilities

~2 min read

→Onboarding: Oversee the guided, digitally led onboarding experience, including the automated hand-off from Sales, persona-based journeys, and onboarding checklists. Step in when a customer stalls or misses a milestone.
→Cadence: Maintain templated, auto-tracked success plans across your book and oversee automated quarterly business reviews, refining content and triggers based on performance.
→Health and risk: Lead signal-driven health reviews. Use usage, engagement, and support data to spot at-risk accounts early and decide which need a personal touch.
→Training: Run quarterly group trainings and webinars, and keep the knowledge base and recorded training library accurate and aligned with product releases.
→Renewal: Oversee the automated 120-day renewal outreach. When signals escalate an account, take ownership, resolve the underlying issues, and partner with Sales to protect the renewal.
→Expansion: Manage automated lifecycle campaigns, host open office hours, and support self-service onboarding for newly adopted products. Pass qualified opportunities to Sales.
→Digital adoption: Deliver prescriptive adoption journeys that guide customers toward the features and outcomes that matter most to them, and flag friction points to Product.
→Voice of customer and advocacy: Contribute to scaled voice-of-customer programs and share feedback trends with Product, Sales, and Support. Identify strong candidates for testimonials, case studies, referrals, and community advocacy.
→Escalations and product expertise: Handle escalations across your portfolio with strong judgment and people skills, drawing on deep knowledge of Portside's products and technology to advise customers and troubleshoot issues.

Requirements

~1 min read

5+ years in a customer-facing role at a SaaS company, including experience in a scaled, tech-enabled Customer Success model managing a book of mid-market accounts
Demonstrated experience using technology and automation to extend reach and efficiency across a large book of business
Strong people skills, with a track record of effectively handling and resolving customer escalations
Strong analytical skills, able to interpret usage data and health signals to prioritize where to step in
Excellent communication, relationship-building, and problem-solving skills, including comfort leading group trainings and webinars
Bachelor's degree or equivalent practical experience
Commercial experience (e.g., upsell, cross-sell, or quota-carrying) would be a strong plus
Experience with AI-powered Customer Success tools would be a strong plus
Experience in aviation, aerospace, or an adjacent industry, or a genuine passion for aviation, would be a strong plus