Customer Success Manager

at  dominKnow

This hybrid position requires employees to work in our Ottawa west end office a few days per week. Employees must live within commute distance to our office, we cannot accommodate fully remote work arrangements. Please also note that applicants must have existing government authorization to live & work in Canada. Applicants currently not living in Canada will not be considered.
dominKnow is a dynamic and fast-growing SaaS company revolutionizing the eLearning industry. Our cutting-edge platform, dominKnow ONE, helps businesses streamline operations, improve productivity, and achieve measurable results. For more information about the company please check out our web site – www.dominknow.com.
Reporting to the Director of Sales, the Customer Success Manager (CSM) will be a key player in building and maintaining long-term, value-driven relationships with our clients. You will work closely with both business and technical teams to ensure that customers are fully leveraging our software solutions to meet their strategic objectives. This hybrid position offers flexibility with both remote and in-office work based in the Ottawa area.
As a CSM, you will be responsible for driving customer success by providing guidance, support, and strategic insights to ensure our clients achieve their goals. You will manage high-level relationships, understand customer needs, and collaborate with internal teams to deliver solutions that meet or exceed expectations along with creating new opportunities to expand client revenue.

QUALIFICATIONS:

• 2-3 years of experience in a customer-facing role, with a focus on customer success, account management, or consulting in a software or SaaS environment.
• Proven experience engaging with C-level executives and senior management to drive strategic discussions and demonstrate the value of software solutions.
• Demonstrated success in managing large or complex customer accounts and driving successful outcomes.
• Strong ability to engage and build trust with senior stakeholders, including C-level executives and other senior management.
• Exceptional communication skills, both verbal and written, with the ability to tailor messaging to different audiences, from technical teams to business leaders.
• Experience in sales forecasting, pipeline management, and using CRM tools (Salesforce, HubSpot, etc.).
• Strong problem-solving skills with a focus on customer needs and solution delivery.
• Familiarity with SaaS product offerings and the software development lifecycle.
• Highly customer-focused with a passion for helping clients succeed and grow.
• Ability to work independently, manage multiple priorities, and handle complex customer scenarios.
• Strong business acumen with an understanding of how technology can impact business outcomes.
• Results-driven and able to manage customer expectations while maintaining a positive relationship.
• You must have existing government authorization to live & work in Canada. Applicants currently not living in Canada will not be considered.

• Customer Relationship Management: Serve as the primary point of contact for a portfolio of key accounts, ensuring their success and satisfaction. Build and maintain strong, long-term relationships with senior stakeholders, including management and C-level executives. Conduct regular business reviews with clients, demonstrating the value of our software and aligning with their strategic objectives.
• Onboarding & Adoption: Oversee the seamless onboarding process for new clients, ensuring timely implementation and product adoption. Guide clients through the setup, configuration, and integration of our software into their operations. Provide personalized training sessions to help clients maximize the value of our products.
• Account Retention & Growth: Drive customer retention by providing exceptional service and ensuring the successful ongoing use of the software. Identify opportunities for upselling and cross-selling by understanding client needs and aligning with additional product offerings. Collaborate with sales and marketing teams to ensure smooth renewals, contract expansions, and new business opportunities.
• Customer Health & Satisfaction: Monitor customer health and usage metrics to identify potential risks, challenges, or opportunities. Develop action plans to address customer concerns, mitigate risks, and drive overall satisfaction. Act as an advocate for clients within the company, ensuring their feedback is heard and addressed by product and engineering teams.
• Cross-Functional Collaboration: Collaborate with sales, product, and support teams to resolve customer issues, provide feedback, and enhance the customer experience. Contribute to product development by providing insights into customer needs and feature requests.
• Other duties as assigned.