CUSTOMER SUCCESS MANAGER AND PROGRAM LEAD

VersaFile is a fast-growing software company that specializes in attachment and data archiving solutions for SAP, SuccessFactors and other Enterprise Software applications, seamlessly integrating with a variety of document management systems. Our clean core approach empowers enterprises to manage their SAP data lifecycle more efficiently and compliantly.

POSITION OVERVIEW:

We are looking for a Customer Success Manager (CSM) and Program Lead to support and grow our customer relationships by driving product adoption, enabling user success, and delivering long-term value through our flagship solution, Docuflow. As an owner of the program, you’ll not only be the strategic partner to customers, helping them achieve their goals but leading
You’ll work cross-functionally with Product, Sales, Marketing, and Support teams to continuously improve the customer journey, gather feedback, and drive engagement through proactive communication and scalable programs.
Location: Remote but preference is for someone located in BC.

Customer Relationship Management

• Own a portfolio of customers and serve as their trusted advisor throughout the product lifecycle
• Conduct regular check-ins, QBRs, and strategic planning sessions to ensure customers meet their business objectives
• Understand customer goals and workflows to provide tailored recommendations and best practices
• Proactively identify risks to adoption or satisfaction and take action to mitigate them
• Collaborate with Support and Product teams to resolve issues quickly and efficiently

Customer Onboarding & Enablement

• Lead customer onboarding, training, and implementation planning
• Build and maintain scalable documentation, training materials, and knowledge base content
• Support product releases and feature adoption with tailored communication and guidance
• Design and launch initiatives that promote engagement and self-sufficiency across customer teams

Data & Continuous Improvement

• Monitor customer health metrics and leverage insights to drive retention and expansion
• Collect and synthesize customer feedback to improve our product and internal processes
• Contribute to the evolution of our Customer Success strategy, playbooks, and operations