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Why this role is important:

The Customer Success Manager is responsible for ensuring customer adoption, creating advocacy for the Igloo platform, developing referenceable relationships, and most importantly creating the strategic business development plan and customer success path. The Customer Success Manager has exceptional relationship & interpersonal skills, consultation experience, and the ability to manage multiple priorities.


The impact you'll have:
  • Create Strategic Relationships: you own a high ARR portfolio of Igloo’s customers, develop and maintain strategic business relationships building fierce customer & brand loyalty
  • Customer Engagement: You build in-depth knowledge of the customer, their business/industry and their digital workplace strategy. Together with a deep knowledge of the product and customer you actively promote programs and campaigns that drive customer adoption and engagement and ensure wild success.
  • Digital Workplace Consultation: you become the trusted advisor to customers by providing digital workplace strategic plans and applying Igloo solutions to address specific business challenges to support them throughout their engagement lifecycle
  • Proactive Internal Partnering: work closely with key cross functional teams, including sales, engineering, implementation to advocate for improving/enhancing existing capabilities where appropriate.
  • Business Development Execution: you drive the process of creating and monitoring opportunities, identifying budget, need, authority and timing to execute strategic customers success plans into action. You can identify and create monthly, quarterly and yearly projections and funnel of business opportunities showing net growth for your base.

The keys to success:
  • 3-5+ years’ experience managing customer relationships in a sales, account management, or customer success capacity
  • Experience managing and expanding customer relationships, including those at the executive level
  • Experience working within a SaaS organization, understanding subscription-based software models, ARR, funnels, and other aspects of business development.
  • Consultative and strategic approach to customers, including an ability to understand their needs and turn them into short- and long-term action and success paths.
  • Ability to navigate difficult conversations with diplomacy and tact
  • Demonstrated ability to drive adoption and strong customer retention rates
  • Excellent communication and presentation skills, including listening to customers to understand their spoken and unspoken needs and challenges
  • Achievement oriented, with the ability to prioritize tasks and effectively manage multiple clients in a dynamic and fast-paced environment.
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience within a fast paced, growing organization is advantageous
  • Ability to travel within North America as needed
  • Understanding of intranets and related technologies such as Content Management (CMS), Web Content Management (WCM), CRM, Portals, Cloud, and Enterprise Software Solutions is a plus
  • Background in cloud technology is an asset
  • Background in Salesforce is an asset 


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