Job Description
We are a software-focused IT solutions and services provider that equips organizations to be agile and innovative, and for their people to be engaged, connected, and creative at work. That means moving them to the cloud, helping them build the workplace of tomorrow, and enabling them to make smarter decisions about their technology. By doing these things we help them create success for their customers and their people.
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.
The impact you will have:
Your passion is customer success!
As a Customer Success Manager, you will focus on great customer experience throughout the lifecycle of your engagement with them. Both passionate and a trusted partner, you will guide your customer along their adoption journey by understanding their business, their strategy, and key initiatives, all with an intention to help them achieve their key business objectives and desired outcomes.
What you'll do:
Provide insights that help customers make decisions on how to best achieve their business or technical goals
Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers
Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention
Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
Ensure customer retention, as well as drive adoption and growth
Identify and develop expansion opportunities. Use your in-depth knowledge of our services to identify the best features/functionality for each customer’s needs and required outcomes
Represent 'voice of the customer' to provide internal feedback on how we can better serve them. Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience
Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement
What you'll bring to the table:
5+ years of relevant work experience in a customer facing role
Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
Experience managing and supporting customers in a technology driven, managed services environment
Experience with SLO, SLA and KPI deliverables is an asset
A proven ability to curate opportunities for growth and expansion within an existing customer base
Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
English and French speaking required
Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experience for the role.
At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.
Why You’ll Love Working Here:
The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
Flexibility: Plan your workdays in a way that suits you best
Award-Winning Workplace: Proudly recognized as a Great Place to Work for 1+ consecutive years
Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
Competitive Benefits: Benefit from competitive perks that start on day one
Inclusion & Equal opportunity employment:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or ****** orientation.
Require accommodation? We are ready to help:
We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to [email protected]. We are committed to working with you to best meet your needs.
Our commitment to your experience:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.
Before you start with us, we will conduct a criminal record check, verify your education, and check your references.
When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.
Job Requisition ID: 6628
EoE/M/F/Vet/Disability
#LI-KM1
We stand proudly for our people and support their success through career development and advancement. We are recognized and respected for our culture of inclusion and belonging, continuously striving to do what’s good for our people and communities.
The impact you will have:
Your passion is customer success!
As a Customer Success Manager, you will focus on great customer experience throughout the lifecycle of your engagement with them. Both passionate and a trusted partner, you will guide your customer along their adoption journey by understanding their business, their strategy, and key initiatives, all with an intention to help them achieve their key business objectives and desired outcomes.
What you'll do:
Provide insights that help customers make decisions on how to best achieve their business or technical goals
Collaborate with cross-functional teams to ensure a continual and seamless delivery of services to our customers
Orchestrate activities related to onboarding, conduct monthly service meetings, and execute regular business reviews
Closely monitor the health of our customer relationships, predicting and navigating challenges and offer solutions that increase satisfaction and retention
Build Customer Success Plans, establish critical goals and aid the customer in achieving their objectives and outcomes
Ensure customer retention, as well as drive adoption and growth
Identify and develop expansion opportunities. Use your in-depth knowledge of our services to identify the best features/functionality for each customer’s needs and required outcomes
Represent 'voice of the customer' to provide internal feedback on how we can better serve them. Understand the needs of your customer, and collaborate across internal teams to ensure the delivery of an exceptional customer experience
Provide support to Delivery teams with respect to online services, contract issues, incident management, customer escalations and areas of service improvement
What you'll bring to the table:
5+ years of relevant work experience in a customer facing role
Familiarity with Infrastructure-as-a-service (IaaS) offerings, recurring revenue business models and how Customer Success is key to this success
Experience managing and supporting customers in a technology driven, managed services environment
Experience with SLO, SLA and KPI deliverables is an asset
A proven ability to curate opportunities for growth and expansion within an existing customer base
Working knowledge of service delivery concepts, processes, and procedures, as well as the ability to enhance and manage continuous process improvement
Strong ability to deliver value-based conversations with C-level stakeholders to create and nurture strategic partnership
English and French speaking required
Not sure if you qualify? Think about applying anyway:
We understand that not everyone brings 100% of the skills and experience for the role.
At Softchoice, we offer opportunities to a diverse group including those with a variety of workplace experiences and backgrounds. Whether you are new to corporate tech, returning to work after a gap in employment, or looking to transition and take the next step in your career, we are excited to learn more about you and encourage you to apply.
Why You’ll Love Working Here:
The People: You’ll thrive in our collaborative environment, surrounded by incredible colleagues who foster support and innovation, driving our collective success
High-Performing Culture: At Softchoice, we are dedicated to achieving our goals and committed to success for our customers and each other
Flexibility: Plan your workdays in a way that suits you best
Award-Winning Workplace: Proudly recognized as a Great Place to Work for 1+ consecutive years
Inclusive Culture: We are committed to an inclusive culture where every team member can be their authentic self
Competitive Benefits: Benefit from competitive perks that start on day one
Inclusion & Equal opportunity employment:
We are an equal opportunity employer committed to diversity, inclusion & belonging. People seeking employment at Softchoice are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or ****** orientation.
Require accommodation? We are ready to help:
We are proud to provide interview & employment accommodation during the recruitment and hiring process. If you require any accommodation to apply or interview for a position, please reach out directly to [email protected]. We are committed to working with you to best meet your needs.
Our commitment to your experience:
We are committed to the safety of all applicants and team members. With that in mind, we have implemented digital interviewing for everyone. We understand that you may need to interview with distractions around you (such as children or furry friends) and we will be doing the same.
Before you start with us, we will conduct a criminal record check, verify your education, and check your references.
When you join Softchoice, we will onboard you remotely. Don't worry. It's quick, simple and you'll be connected with your new team in no time.
Job Requisition ID: 6628
EoE/M/F/Vet/Disability
#LI-KM1
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Manager (Remote) position is now open for candidates interested in the Work from home Jobs sector. This role in Montréal offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
