Senior Client Success Manager (CSM) - Jobs in Halifax region

Job Description

As the Senior CSM, you will play a pivotal role in fostering and maintaining strong relationships between LifeRaft and our clients. This role involves understanding the client #39;s business needs and objectives and ensuring the successful implementation and ongoing usage of LifeRaft #39;s products and services. The Senior CSM will work closely with clients to achieve their desired outcomes, identify opportunities for upselling or cross-selling, collaborate with internal teams to address client needs, and proactively address any barriers to success. What You do as a Senior CSM

• Drive high usage of our Navigator platform by creating and executing action-oriented customer introduction, training, and adoption plans.
• Help customers define clear business outcomes and then build aquot;success plan quot; with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
• Be a subject matter expert and trusted advisor on all large accounts to which you are assigned
• Build, maintain, and leverage strong relationships and regular communication with account stakeholders to create strong support for new opportunities and to secure their willingness to advocate on behalf of LifeRaft.
• Successfully lead customers through onboarding, adoption, value realization, scheduled check-ins, QBRs, and monitor and increase client satisfaction through mutually defined success plans
• Work with customers and the Account Management team throughout the customer life cycle to encourage growth and minimize churn.
• Work closely with marketing and product teams to advocate for customer needs and to support the evolution of LifeRaft #39;s product and offerings
• Liaise with management and ticketing coordinator on open client issues and escalations to ensure proper priorities and action
• Assist in creating customized support materials for all large accounts (Workflows and customized videos)
• Assist your junior CSM with their assigned accounts
• Coach, mentor, and share best practices with your Pod’s CSM
• Lead product trials from the sales team as set by the CSM manager
• Work collaboratively with the Product Specialist team on complex use cases or particular client needs
• Partner with Sales and Product teams to align and execute account strategy and ensure the Navigator platform aligns with the needs of the sophisticated OSINT and physical Threat industry
• Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement
• Collaborate with Marketing to drive case studies, blog posts, customer testimonials, and customer advocacy
• Identify new business opportunities and develop strategic plans for ensuring customer retention and expansion with Account Managers
• Build long-standing relationships with daily users and executive stakeholders to understand how customers use the product, increase their return on investment, and achieve customer business outcomes.
• Gain deep knowledge of the Navigator product and assist clients with executing their use cases

RequirementsWhat You Need to Get the Job Done

• 2+ Years of Experience in a Customer Success role
• Experience in, and love for, customer relationship management
• Proactive Problem-Solving skills
• Strong leadership skills
• Ability to nurture caring and empathetic relationships with peers and clients
• Strong command of technical acumen
• Ability and desire to be collaborative, and think critically
• Strong communication and time management skills
• Experience working with a consultative approach
• Ability to be curious, tenacious, persuasive, and results-driven

BenefitsWHY LIFERAFTWe pride ourselves on our innovative spirit and determination to help solve new challenges developed by the complexities of open-source data. LifeRaft provides a threat intelligence and investigations platform, Navigator, to corporate security teams around the world, including some of the biggest brands you #39;ve probably referenced today! Navigator is designed to identify, track, and validate issues from open source channels (surface, deep web, and darknet) related to executive safety, fraud prevention, and assetamp; infrastructure protection. Our technology is helping keep these companies, their people, and their operations safe – making a real impact in the world we all live in.The diversity of our team is integral to our success. We are a team of passionate and supportive individuals and pride ourselves in fostering a collaborative, innovative, and fun culture. We offer our team:

• Attractiveamp; competitive compensation planamp; benefits
• Investment in personal and professional growth
• Remote work/office space (with dogs!) with flexible hours
• Flexible time off – Take a minimum of 15 days/year with no cap beyond!
• Health Benefitsamp; $750 Yearly Lifestyle Subsidy
• Diversityamp; Inclusion Committee
• Hilarious authentic co-workersamp; fun social activities