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Customer Success Manager



Halifax, NS, Canada
Posted on Saturday, May 18, 2024

As a Customer Success Manager, you'll spearhead the cultivation of strong client relationships at LifeRaft. You'll ensure seamless product implementation and ongoing usage, collaborating with clients to meet their goals, identify growth opportunities, and overcome obstacles. Managing a key client portfolio, you'll drive adoption, retention, and satisfaction while strategically driving revenue growth. We seek a results-driven leader with a passion for client success to join our team and deliver exceptional value.

What you do as a Client Success Manager

  • Gain deep product knowledge of Navigator and assist clients in executing their use cases, driving platform usage through action-oriented customer introduction, training, and adoption plans.
  • Build long-standing relationships with daily users and executive stakeholders to support in defining clear business outcomes and building ‘success plans’ with appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them.
  • Leverage strong relationships and regular communication with account stakeholders to create new customer growth opportunities.
  • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services.
  • Proactively manage a progressive book of business, autonomously identifying and closing new business in the form of expansion and driving renewals on existing ARR.
  • Successfully lead customers through onboarding, adoption, value realization, scheduled check-ins, business reviews, and monitor and increase client satisfaction through mutually defined success plans.
  • Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to LifeRaft account stakeholders and externally to Customer Sponsors and Executives.
  • Work closely with marketing and product teams to advocate for customer needs and to support the evolution of LifeRaft's product and offerings.
  • ​​Assist in workshops to help customers leverage the full value of the Navigator solution.
  • Be responsible for managing (but not limited to) 9-15% of our Company’s Total ARR.
  • Monitor and analyze usage trends and health scores to uncover renewal risks, identify opportunities for contract growth/optimization, and drive end-user engagement.
  • Translate customer product usage data into actionable advice for customers.
  • Maintain internal CRM (currently Salesforce, Catalyst) with current account and contact information.
  • Foster team collaboration and help increase team expertise.