Customer Success Manager
Core
Build strong client relationships to drive adoption, retention, and growth for a SaaS ITSM/ITOM product portfolio.
Role type
Senior Customer Success Manager
Builds
Client adoption, retention, and upsell opportunities within the ITSM/ITOM software domain
Domain
IT Service Management (ITSM) / IT Operations Management (ITOM) SaaS
Deliverable
client delivery
Required skills
Client relationship management, strategic account planning, cross-functional collaboration, data-driven churn risk analysis, product feedback advocacy, contract renewal negotiation
Preferred skills
Master's degree in Computer Science, ITIL Foundation certification, fluency in English and French
Technologies
ITSM/ITOM software platforms
Responsibilities
Serve as the primary point of contact for client escalations and issue resolution; lead onboarding sessions to facilitate product adoption; monitor client health metrics and usage data to identify churn risks; collaborate with sales teams to drive contract renewals and upsell opportunities; advocate for client needs to product and support teams; track and report on key success metrics like satisfaction and retention.