Customer Success Manager

Role Overview

Techedin is seeking a Customer Success Manager to join a remote contract position based in Canada. This role involves enhancing customer engagement, managing Voice of Customer initiatives, and supporting community operations for a prominent enterprise software platform. You will collaborate closely with Product Management, UX Research, Customer Success, and other cross-functional teams to systematically collect, analyze, and apply customer feedback towards product improvements.

Key Responsibilities

• Oversee the customer Ideas Forum, evaluating, categorizing, and responding to input from customers.
• Engage directly with customers to garner further details ensuring feedback is clear and actionable.
• Organize and facilitate Customer Council meetings, including preparing agendas, managing documentation, and coordinating follow-up actions.
• Develop and maintain strong customer relationships to encourage active and ongoing feedback participation.
• Analyze and interpret customer feedback to generate actionable insights for the Product and UX teams.
• Monitor action items, customer requests, and results to guarantee timely execution.
• Partner with various internal teams including Product Management, UX Research, and Customer Success to align on initiatives.
• Utilize AI tools to examine customer feedback, detect trends, and produce valuable insights.
• Maintain detailed records of program activities, feedback reports, and documentation repositories.
• Enhance the reach and impact of Voice of Customer programs by delivering relevant customer insights.

Required Qualifications and Skills

• Between 3 to 5 years of experience in roles such as community management, customer success, customer support, program management, customer feedback management, market research, user research, or similar customer-centric functions.
• Proven experience handling external customer relationships effectively.
• Strong background in Customer Success with proficient use of CRM systems.
• Experience leveraging AI tools for data synthesis and insights generation.
• Excellent verbal and written communication abilities.
• Interpersonal skills conducive to collaboration with diverse teams.
• Demonstrated capability in facilitating meetings, managing agendas, and ensuring consistent follow-through.
• Robust project management and organizational capabilities.
• High attention to detail with the ability to prioritize and multitask effectively.
• Skilled in analyzing qualitative customer feedback and recognizing meaningful trends.
• Strong critical thinking and problem-solving skills.
• Self-motivated with the ability to operate independently with minimal supervision.

Preferred Additional Skills

• Experience managing Customer Advisory Boards, Customer Councils, beta testing programs, or user groups.
• Familiarity with SaaS products, enterprise software, or technology platforms.
• Understanding of product development cycles and roadmap planning.
• Experience collaborating closely with Product Managers, UX Researchers, Designers, and Product Operations teams.
• Knowledge of enterprise licensing, account administration, or software management systems.
• Ability to prepare summaries, presentations, and reports for executive leadership.

Additional Information

This opportunity is offered as a T4 contract position provided by Techedin, a company dedicated to connecting skilled professionals with innovative technology projects globally. They promote a diverse and inclusive workforce and provide equitable hiring experiences.