Senior Customer Success Lead

We are looking for a dedicated and experienced Senior Customer Success Manager to join our team in Toronto. This role is crucial in ensuring that our clients achieve their business objectives through our professional services, with a focus on delivering value, maintaining strong relationships, and uncovering opportunities for growth. The ideal candidate will have a passion for driving customer success, a strategic mindset, and a knack for identifying expansion opportunities that align with client needs.

Key Responsibilities:

• Client Engagement & Relationship Management: Serve as the primary point of contact for clients, building deep relationships with key stakeholders to understand their business goals and objectives. Ensure high levels of customer satisfaction and act as a trusted advisor.
• Value Realization: Monitor and evaluate the success of client engagements, ensuring that our services deliver the desired value and help clients achieve their objectives. Provide insights and recommendations to maximize the impact of our solutions.
• Expansion Identification: Proactively identify opportunities within existing accounts for additional professional services. Collaborate closely with the Sales team to transition these opportunities into new business.
• Onboarding & Service Adoption: Guide clients through the onboarding process, ensuring a smooth transition and that they are set up for success with our professional services. Drive understanding and full utilization of our services, helping clients achieve maximum benefit.
• Strategic Account Planning: Develop and execute customer success plans, including setting success metrics, tracking progress, and aligning with clients' strategic goals. Regularly review and adjust plans to meet evolving client needs.
• Issue Resolution: Act as an escalation point for any client concerns or challenges, working closely with internal teams to resolve issues quickly and effectively. Ensure a positive client experience throughout.
• Reporting & Insights: Provide regular updates to clients on the status of their engagements, including performance metrics, milestones, an
• Prepare reports and conduct review meetings to discuss progress and opportunities.
• Internal Collaboration: Work closely with the Sales team to ensure a seamless handoff of new opportunities and to align on client strategies. Partner with delivery teams to ensure that project execution aligns with client expectations.
• Customer Advocacy: Serve as the voice of the customer internally, sharing feedback and insights with the team to continuously improve our service delivery and client experience.

Qualifications:

• Minimum of 3-5 years of experience in a Customer Success, Account Management, or related role, preferably within the professional services space.
• Proven track record of managing and growing client relationships, with a focus on driving value and identifying opportunities for account expansion.
• Strong understanding of business processes and ability to align services with customer objectives.
• Excellent communication, presentation, and negotiation skills, with the ability to engage with stakeholders at all levels.
• Strategic thinker with a proactive approach to problem-solving and customer engagement.
• Self-motivated, results-driven, and able to work independently as well as part of a collaborative team.
• Experience with cloud platforms such as Microsoft Azure is an asset.
• Bachelor's degree in Business, Management, or a related field is preferred.

Why Join Us:

• Impactful Role: Play a key part in our clients' success by ensuring that our services deliver measurable business value.
• Growth Opportunities: Work in a dynamic environment with opportunities for career advancement and personal development.
• Collaborative Culture: Be part of a supportive team that values innovation, teamwork, and continuous improvement.
• Competitive Compensation: A comprehensive compensation package including base salary, performance-based incentives, and benefits