[Hiring] Customer Success Manager @Tribute Technology

Role Description

As a Senior Customer Success Manager / Senior Implementation Specialist, you will play a crucial role in helping clients maximize the value of AdPerfect’s products and services. Leveraging your expertise in project management and technical problem-solving, you will ensure customers are successfully onboarded, set up, and effectively utilizing our solutions. As a trusted advisor, you will guide clients through implementation, ongoing optimization, and long-term success strategies. Your ability to foster strong relationships, proactively address challenges, and drive product adoption will be key to enhancing customer satisfaction, retention, and overall business growth.

Essential Duties and Responsibilities

• Manage Customer Portfolio: Own the post-sale commercial relationships, ensuring clients receive maximum value from our solutions through data-driven optimization and world-class support.
• Lead New Customer Onboarding: Oversee the full onboarding process, from kickoff to launch, ensuring a smooth and seamless experience.
• Advocate for Customers: Act as the voice of the customer internally, influencing product and service improvements based on client needs.
• Monitor Customer Health: Conduct regular health checks, track key success metrics, and proactively address any risks to engagement or retention.
• Problem-Solve & Troubleshoot: Identify challenges, recommend solutions, and quickly resolve customer issues to ensure optimal platform usage.
• Product Expertise & Training: Develop a deep understanding of AdPerfect’s offerings and provide tailored training to help customers leverage our products effectively.
• Drive Growth Opportunities: Identify and nurture opportunities for account expansion by recognizing additional use cases and value-driven solutions.
• Collaborate Cross-Functionally: Work closely with internal teams to align on customer needs, optimize processes, and improve the overall client experience.
• Project & Relationship Management: Oversee key customer projects, ensure timely deliverables, and maintain strong relationships at all levels of the organization.
• Prepare Insights & Reporting: Create documentation and visuals to illustrate customer performance, helping clients understand the impact of our solutions.
• Proactively Anticipate Needs: Stay ahead of potential challenges, aligning priorities with both customers and internal stakeholders to drive success.
• Continuously Learn & Improve: Stay up to date on industry trends, product updates, and best practices to enhance customer engagement.

Qualifications

• High school education or equivalent is required; post-secondary education is preferred.
• 4+ years of experience in client engagement, customer success, or software/system implementation roles, with a track record of driving retention and solving complex business challenges.
• Degree in Computer Science, Marketing, Business or a related field.
• Experience with SaaS platforms and a strong understanding of software implementation and adoption.
• Proven ability to manage multiple projects with various stakeholders, often under tight deadlines and resource constraints.
• Exceptional communication and relationship-building skills, including experience engaging with senior-level stakeholders and C-suite executives.
• A strategic mindset with a strong commercial acumen and ability to identify upsell and expansion opportunities.
• Adaptability in a fast-paced, high-energy environment, collaborating with cross-functional teams to achieve results.
• Strong technical aptitude and ability to understand complex systems (experience with Salesforce, Jira, CSS, JS, HTML, and XML is a plus).
• Excellent verbal and written communication skills, with the ability to convey technical information in a clear and compelling way.
• Self-motivated, proactive, and highly organized, with the ability to manage competing priorities and escalate issues when necessary.

Benefits

• Competitive salary
• Great benefits package (RRSP/401k Match, health, vision, dental, PTO, Paid Holidays...)
• An outstanding collaborative work environment
• Fully Remote in North America