Senior Customer Success Manager / Responsable senior de la réussite client in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager / Responsable senior de la réussite client in Canada.

This is a high-impact customer-facing role focused on driving long-term value, adoption, and satisfaction for enterprise clients using advanced SaaS solutions in the insurance technology space. You will act as a trusted advisor to customers, helping them maximize product value while ensuring strong alignment between their strategic goals and platform capabilities. The role blends relationship management, technical understanding, and commercial awareness, requiring close collaboration with Sales, Product, Support, and Implementation teams. You will proactively monitor customer health, identify risks, and create opportunities for expansion and deeper engagement. This position is ideal for a customer-obsessed professional who thrives in complex, enterprise environments and enjoys translating product capabilities into business outcomes. You will play a key role in shaping customer experience, retention, and long-term success across a diverse portfolio of clients.

• Manage and grow long-term relationships with enterprise customers, serving as their primary point of contact and trusted advisor.
• Act as a liaison between customers and internal teams such as Product, Sales, and Support to ensure seamless service delivery and issue resolution.
• Conduct regular business reviews to align customer objectives with product capabilities and identify opportunities for increased value.
• Monitor customer health metrics, usage patterns, and satisfaction indicators to proactively prevent churn and address risks.
• Drive customer onboarding transitions and ensure smooth adoption from implementation to long-term success.
• Collaborate with Sales teams to identify upsell and cross-sell opportunities aligned with customer needs and strategic goals.
• Prepare and deliver presentations and performance insights demonstrating product value and business impact.
• Manage customer escalations efficiently, ensuring timely resolution and maintaining strong relationships.
• Oversee enhancement requests and cross-functional initiatives to improve product functionality and customer experience.
• Maintain accurate customer data, workflows, and documentation in internal systems to ensure operational consistency.

Requirements:

• 3+ years of experience in Customer Success, Account Management, or related roles within SaaS or insurance technology environments.
• Experience managing enterprise or national accounts with complex stakeholder structures.
• Strong understanding of customer lifecycle management, retention strategies, and value realization.
• Excellent communication skills in English, with the ability to present complex information clearly in both written and verbal formats.
• Strong emotional intelligence and ability to build trusted relationships with diverse customer stakeholders.
• Proficiency with business tools such as MS Office and familiarity with CRM or Customer Success platforms is a plus.
• Technical aptitude with exposure to APIs, cloud-based systems, or SaaS architectures considered an asset.
• Understanding of software development lifecycle concepts is a plus.
• Strong multitasking, organization, and problem-solving skills in fast-paced environments.
• Self-starter mindset with the ability to work independently while collaborating effectively across teams.

Benefits:

• Competitive compensation aligned with experience and market benchmarks in Canada.
• Comprehensive health, dental, and vision coverage starting from day one.
• Flexible work arrangements, including remote and hybrid options depending on the role.
• Employer-matched retirement savings plan.
• Open paid time off policy to support work-life balance and flexibility.
• Strong focus on learning and development, including access to LinkedIn Learning and training programs.
• Structured onboarding experience designed to support early success and integration.
• Mentorship programs and internal mobility opportunities for career growth.
• Inclusive, collaborative culture emphasizing diversity, equity, and belonging.
• Performance-driven environment with opportunities for advancement and impact.