Cinchy is seeking a Customer Success Manager for our industry-leading Dataware Platform. In this role, you will work with Enterprise Customers and your Customer Success counterparts in Onboarding, Support, Training and Solutions as well as other cross-functional teams to ensure, manage, measure and monitor customer success and minimize customer churn. This role reports into the VP Customer Success and will be a critical role to fuel Cinchy’s targeted growth. If you are an experienced Customer Success manager that enjoys working directly with customers, and has a razor sharp focus on key success metrics including ways to boost customer Net Promoter Scores then this role is for you.
What Success Looks Like as a Customer Success Manager at Cinchy:
Partnering with our Customers to Activate Business Outcomes: You will own a portfolio of our customers at Cinchy and partner closely with them to understand their business goals to help drive their business forward with Cinchy. Through monthly check-ins & quarterly business reviews, you will drive progress on their goals by measuring and monitoring with data their achievements on time to value on their goals with Cinchy. In addition, you will partner through these touchpoints to proactively understand continued issues and sentiment to further deepen our customer relationships to make an impact.
You are both Technology & Customer Centric: You are both a hands-on technical & customer centric success leader! As you learn about your customer’s needs, you are ready to share on the spot demos to bring to life how Cinchy can support their business. You will also partner with them to solve problems for our customers with Cinchy (or to link in the right team members to help!) and to convey their feedback as input to our technology roadmaps.
Customer Experience Focused: Your role is primed to enhance our customer’s experience and to proactively drive value for our customers. Through your role, you will manage and predict our customer churn risk by measuring key success metrics in your continued touchpoints, inclusive of customer satisfaction and NPS. You will use this data to proactively create plans together with our customers to mitigate identified risks by partnering both with our customers directly, as well as through linking in Cinchy internal stakeholders.
Passionate about Continuous Learning & Growth: As Cinchy continues to scale up, our Customer Success organization is expanding to enhance value for our customers. You thrive in a fast paced environment of continuous learning and you challenge yourself to incorporate new learnings as you go to better enhance our customer experience.
What we need from you:
*Description en Français: Représentant du Service à la Clientèle* * HYBRID,** Saint-Laurent, QC, CA* * T**ravail à plein temps (40h)*...
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