Customer Success Manager

LoginRadius is a leading provider of Customer Identity and Access Management (CIAM) solutions, dedicated to simplifying how businesses manage and secure customer identities. Our innovative platform helps enterprises deliver seamless, secure, and personalized experiences to their customers, driving engagement and loyalty.

Role Overview:

We are looking for someone to join our Customer Success team who has a passion for technology, strategic problem solving, and providing thought leadership to help our customers on their Identity journey.  You will be part of our North America Customer Success team.
You are a continuous learner, building your product knowledge, and industry knowledge as well as building relationships with customer stakeholders to be their trusted advisor. As a CSM you play an important role in working with and connecting the customer's needs to the Sales team, Product Management team, Support, Professional Services, and Engineering teams.

Requirements

Key Responsibilities:
Below outlines some key attributes for a Customer Success Manager. The expectations of the role will depend on the assigned account (volume and complexity):

• Customer Success and Growth: Craft and execute tailored Success Plans for each client to expedite their adoption and maximize value from LoginRadius, guiding them towards measurable success, advocacy, retention, and expansion
  
• Ownership: Take charge of your client portfolio, proactively addressing churn risks, pinpointing growth prospects, eliminating obstacles, and positioning yourself as a trusted advisor to client stakeholders
  
• Adoption: Maintain an unwavering focus on driving product usage and adoption by setting clear expectations, implementing best practices, and meticulously tracking data points to ensure proactive and reactive responses
  
• Communication: Foster robust relationships through clear and efficient communication with clients, stakeholders, and internal teams, elevating satisfaction levels, fostering collaboration, and gaining deep insights into client needs and objectives
  
• Problem-Solving: Anticipate and swiftly resolve client issues by taking proactive measures and collaborating closely with clients and internal teams to deliver effective solutions
  
• Collaboration: Collaborate seamlessly with cross-functional teams, sharing insights and resources, championing initiatives, and actively participating in discussions to deliver superior support to clients, with a willingness to spearhead efforts that benefit multiple clients
  
• Executive Relationship Building: Cultivate strong ties with key decision-makers, identifying and navigating the organizational decision-making structure, and engaging strategically with various stakeholders to influence major client decisions
  
• Product Knowledge: Maintain a comprehensive understanding of LoginRadius's product offerings and services to provide clients with informed guidance and direction. Continuously enhance expertise through certification achievements and staying abreast of solutions and roadmap updates
  
  

Skills Required:

• 3 Years of proven experience in customer success management, particularly in driving the adoption of technical platforms or SaaS solutions
  
• A customer-focused and proactive team player dedicated to fostering customer loyalty and increasing adoption rates
  
• Proven success in navigating complex enterprise environments and establishing trusted relationships across all organizational levels
  
• Skilled in driving product adoption and expansion by understanding customer needs and goals, employing consultative questioning techniques to gather essential information for customer support
  
• Capable of thriving in a fast-paced environment, juggling multiple customers and projects, anticipating future needs, and effectively solving problems
  
• Open to feedback, committed to continuous learning, possessing a growth mindset, and aligned with LoginRadius's core values.
  
• Excellent verbal, written, and presentation abilities
  
• Proficient in organizing, prioritizing, and completing tasks to meet daily deadlines
  
• Flexible to participate in global meetings occasionally, training sessions, kick-offs, and off-site events
  

Benefits

• Vacation Entitlement
  
• Leave Benefits 
  
• Competitive Compensation 
  
• Insurance Benefits 
  
• Employee Engagement 
  
• Fully Remote Work
  

Budget:80k-110k CAD