Customer Service Manager

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OtherCustomer Service Manager

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Quick Summary

Key Responsibilities

Value Realization & Adoption: Drive deep product optimization and stickiness by aligning Visier solutions with the customer's strategic business priorities.

Requirements Summary

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OtherCustomer Service Manager

Visier is the global leader in Workforce Intelligence that powers every people decision. We bring Workforce AI to life for HR departments through our award-winning, agentic AI technology by surfacing the insights leaders need to plan, decide, and act with confidence in the moments that matter most. As the market leader in people analytics, workforce planning, organizational design, and manager effectiveness solutions, we fuel smarter decision-making for organizations across the globe. Our mission is to help businesses lead with insight at scale as they continuously transform.

Founded in 2010 by the pioneers of business intelligence, we have over 85,000 customers in 75 countries—including enterprises like BASF, Panasonic, Domino’s Pizza, Experian, Amgen, eBay, and Ford Motor Company.

Value Realization & Adoption: Drive deep product optimization and stickiness by aligning Visier solutions with the customer's strategic business priorities. Success is measured by high adoption rates, clear milestones met in shared Customer Success Plans, and the realization of documented ROI.
Commercial Renewals: Own, negotiate, and secure annual contract renewals within your portfolio. You will confidently navigate complex procurement landscapes, overcome financial objections, and mitigate churn risks proactively.
Revenue Expansion: Identify whitespace opportunities and drive the complete upsell/cross-sell pipeline. You will build and close an expansion pipeline by matching new customer business needs with additional Visier modules and services.
Executive Storytelling: Deliver high-impact Strategic Business Reviews (SBRs) to senior and executive stakeholders. You will translate system usage into a compelling business case that clearly demonstrates financial and operational ROI.
Cross-Functional Leadership: Act as the strategic "quarterback" internally and externally. You will drive cross-functional alignment across Sales, Product, and Customer Experience teams to resolve complex customer escalations and ensure a seamless post-sales experience.

Experience: 5+ years of blended experience across Enterprise SaaS Customer Success and Account Management/Sales, managing complex, multi-stakeholder accounts. Prior experience carrying out C-suite level engagements independently.
Commercial Muscle: A proven track record of managing enterprise renewal cycles, navigating complex buying processes.
Executive Engagement:
Advanced Business Acumen: Exceptional financial literacy with the ability to confidently address budget blockers and build data-driven business cases.
Technical & Domain Aptitude: Quick learning agility to deeply master Visier’s analytical solutions and communicate talent management/analytics best practices.
Autonomous Execution: You possess independent judgment, require minimal supervision, and have a proven ability to lead through influence across matrixed organizations.

You roll up your sleeves
You make it easy
You are proud
You never stop learning
You play to win

What We Offer

~1 min read

✓Centrally located, modern office with quick access to public transit

✓Annual company All Hands in Vancouver, our entire organization travels to our Vancouver HQ for a week of team building, learning and breakout sessions

✓Competitive salary, and top-tier health and wellness benefits

✓Stock options and/or bonus based on your role, location, and employment type