Customer Success Manager

Join Seertech. Help the World's Leading Organizations Turn Learning into Business Performance - French Speaking a must. At Seertech, we're redefining what enterprise learning can achieve. We believe learning isn't the destination, performance is. That's why we've built one of the world's most configurable Learning Enablement Platforms, helping global organizations transform workforce capability, prove learning ROI, and connect learning directly to measurable business impact. From workforce enablement and compliance to partner education and training monetization, we help our customers solve mission-critical business challenges, not just deliver course completions. Our customers don't choose Seertech simply because of our technology. They choose us because we become an extension of their team. We build lasting partnerships, provide strategic guidance, and help organizations continually evolve their learning ecosystems as their businesses grow. Our customer success and global team’s level of service is a competitive advantage. We're looking for a Customer Success Manager who is passionate about creating meaningful customer results. You'll serve as a trusted advisor to a portfolio of enterprise customers, helping them maximize value from their investment, achieve their strategic goals, reduce risk, and uncover new opportunities to expand the impact of Seertech across their organization. If you thrive on building executive relationships, translating business objectives into measurable success, and partnering with customers to drive long-term growth, we'd love to meet you. About The Role The Customer Success Manager (CSM) owns a portfolio of strategic customers following implementation and serves as their trusted business partner throughout their journey with Seertech. This is far more than an account management or support role. As an extension of your customers' teams, you'll develop a deep understanding of their business priorities, guide platform adoption, proactively identify opportunities and risks, and help customers realize measurable business value from their investment YOY. Working closely with Sales, Professional Services, Product, Support, and Executive Leadership, you'll deliver exceptional customer experiences that drive retention, advocacy, and long-term growth through expansion. What You'll Do Become a Trusted Advisor ● 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. Drive Customer Success & Adoption ● 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. Protect Customer Health ● 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. Identify Growth/Revenue Opportunities 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 Qualified opportunities will be partnered with our Sales team and compensated via bonus structure. Champion the Voice of the Customer ● 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. Create Customer Advocacy Great customer stories create great customer communities. ● 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 Support Renewals 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 As you grow in the role, you'll gain increasing ownership of the renewal process. Continuously Learn Our platform evolves constantly, and so should we. 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 What You’ll Bring Required Qualifications ● . 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. Preferred ● 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) The Skills That Will Make You Shine You are someone who: ● Builds Trust & Confidence Quickly. ● Hyper Accountable ● Cross-Functional Collaboration ● Humility- Willingness To Learn (No matter your experience) ● Active Listening - Risk & Opportunity Management ● Commercial Mindset ● Communicates Well (internally and externally) ○ Confidence & Clarity. ○ Proactive ○ Expectation Setter ○ Business Acumen ○ Empathy/Respect ● Keen Time Management & Organization ● Naturally Curious & Inquisitive ● Can Read A Room ● Business Analyst Skills (Requirement Gathering

Serve as a trusted advisor to enterprise customers to drive platform adoption, maximize business value, and ensure long-term retention. Collaborate cross-functionally to identify growth opportunities, manage renewals, and advocate for the customer's voice within the product roadmap.

Requires 5-7+ years of experience in Customer Success or Strategic Account Management within the B2B Enterprise SaaS industry. Candidates must be fluent in French and possess excellent executive communication and presentation skills.

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Customer Success Management
• Account Management
• B2B Enterprise SaaS
• Executive Communication
• Strategic Relationship Building
• Executive Business Reviews
• French Fluency
• Customer Adoption Strategies
• Risk Management
• Business Analysis
• Requirement Gathering
• Cross-functional Collaboration
• LMS
• EdTech
• Stakeholder Management
• Customer Advocacy

• Customer Service & Support
• Software
• Management & Leadership
• Technology
• Education

Expérience minimale

5+ ans

Postuler avant le

17 janv. 2027

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Exigences de lieu

Country, Quebec, Canada

Niveau d’expérience

Mid-Senior level

Mode de candidature

La candidature directe est offerte