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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in B2B software customer success management, focusing on driving net revenue retention through upselling and cross-selling strategies. Proficient in leveraging AI technologies to enhance productivity and streamline workflows while maintaining compliance in financial and regulatory environments.
Highest-signal resume keywords
B2B Software Customer Success ManagementSaaS Solutions SalesAI Workflow ImplementationData Analysis and PresentationStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementSaaS SolutionsData AnalysisRevenue ForecastingProduct Adoption StrategiesContract RenewalsTechnical AptitudeBusiness Value MappingAI UtilizationFinancial Compliance
Soft Skills
Verbal CommunicationWritten CommunicationPresentation SkillsSelf-MotivationDetail Orientation
Tools & Technologies
CRM ToolsSalesforceTicketing SystemsProduct Management ToolsExcelBI Tools
Industry Keywords
Financial ServicesFintechE-CommerceTechnologyCompliance
About the role
Key responsibilities & impact- Drive net revenue retention by identifying, pipelining, and closing upsell and cross-sell opportunities within a dedicated book of business
- Lead the end-to-end commercial process for contract renewals, amendments, and add-ons
- Build strategic relationships with large and innovative companies across North America
- Engage C-suite decision-makers to uncover business requirements and map them to additional products or higher-tier service levels
- Manage multiple stakeholders and business units within the same organization
- Pivot between C-suite and technical contacts
- Analyze product performance metrics and technical optimization opportunities
- Partner with Sales, Marketing, Support, Product, and executive team members as the voice of the customer
- Shape the product roadmap
- Leverage AI and emerging technologies to improve productivity, streamline workflows, identify continuous-improvement opportunities, and support responsible, secure, compliant AI use
- Use AI to analyze product usage data and prepare quarterly business review and renewal materials
- Verify AI outputs against source data before sending to customers
- Share effective AI workflows with the wider Customer Success team
- Report to the Director, Customer Success
Requirements
What you’ll need- Post-secondary degree or equivalent combination of education and experience
- 5+ years of experience in B2B software customer success management or a similar role within the tech industry
- Proven success selling complex SaaS solutions, preferably in security and compliance across financial services, fintech, e-commerce, and technology
- Experience managing multi-million-dollar customers, driving product adoption, mitigating churn, and accurately forecasting revenue
- Ability to become a trusted advisor by focusing on customer outcomes and the business value of software
- Exceptional verbal, written, and presentation skills for external and internal audiences
- Self-motivated, detail-oriented, and driven to achieve
- Strong business, operational, and technical aptitude
- Ability to quickly learn new technologies and transactional business models
- Experience analyzing data sets and presenting findings to customers
- Experience owning customer touchpoints such as quarterly business reviews
- Experience with financial, compliance, or regulatory industries
- Experience with CRM, ticketing, and product management tools; Salesforce considered an asset
- Experience with Excel or BI tools
- Working fluency using AI in account management, with a repeatable process and a habit of verifying output
- Experience introducing a shared AI workflow or template used by teammates
- Sound judgment on where AI should not touch confidential customer data
- Must be legally eligible to work in Canada
Benefits
Comp & perks- Health coverage
- Dental coverage
- Vision coverage
- Retirement plans with company match
- Paid time off
- Parental leave
- Annual education & training stipend equivalent to $1,000 in local currency
- Flexible hybrid working environment
- Weekly lunches
- Quality coffee
- Regular social events
- Parent rooms at some locations
- On-site gyms at some locations
- Comfortable lounges
- Adaptable workstations
- Wellness workshops and events
- Complimentary Headspace subscription
- Employee Resource Groups
- Inclusive, collaborative, people-first workplace