Client Success Manager - Canada


Client Success Manager - Canada

A Client Success Manager at Blue Umbrella participates in new client development, solutions implementations, and ultimately full product adoption. CSMs liaise across all departments in the organization, building teamwork and camaraderie in solving client requests and needs.

Primary Responsibilities:

  • Work with the sales team to provide client demos and other support as needed to aid in the development of new client accounts.
  • Manage SaaS (Software-as-a-Service) solution implementations for Blue Umbrella clients.
  • Ensure successful client onboarding, increasing solution adoption, engagement, and retention while maintaining high levels of client satisfaction.
  • Provide support for ongoing client accounts, managing client requests for modifications to their solutions.
  • Work with IT product managers to help customize and calibrate Blue Umbrella’s technologies to meet client needs.
  • Liaise with the Operations Manager to ensure that client research requirements are met and clearly communicated.
  • Possess a comprehensive understanding of Blue Umbrella’s technology platforms to guide the client training sessions, discussions and adoption.
  • Facilitate best practice usage of Blue Umbrella’s solutions to help clients maximize their investment.
  • Schedule and host regular follow-up engagement meetings with clients on the health and status of their programs.
  • Ensure clients are aware of new technology releases and how they can engage them in their workflows.
  • Prepare tailor-made proposals for existing clients requiring new services.
  • Provide existing as well as prospective clients with adequate information about Blue Umbrella’s services, including but not limited to: technology, service levels, product differentiation, customizations and any necessary training on technologies as required.
Required Qualifications
  • Be a post-secondary degree holder
  • Ideally possess 2-3 years’ experience as a client success manager in a B2B SaaS business model
  • Have solid project management experience and strong organizational skills
  • Be a self-starter and quick learner with demonstrated initiative, diligence, and attention to detail
  • Possess excellent presentation and social skills
  • Be fluent in written and spoken English
  • Experience with CRM tools is advantageous
  • Have a good grasp of Microsoft Office, especially Excel and PowerPoint
  • Social media and online advertising experience is advantageous: LinkedIn, Google AdWords, and Google Analytics
  • Be a holder of CAN ID/ passport with permission to work in Canada

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