Associate Customer Success Manager
- Cority
- Remote Canada
Job Description
You will drive the success of our customers. This position works alongside other Customer Success Team members and reports to the Manager, Customer Success.
At Cority, we are passionate about customer success. It’s not just a job for us, it’s our mission. Cority is revolutionizing our industry by putting customer success at the heart of our business.
We are currently looking for a dynamic and motivated individual to join the Cority team. Reporting to the Manager, Customer Success, the Associate Customer Success Manager is responsible for the customer’s overall health, managing the customer success journey and monitoring ongoing adoption. This role creates value for the client through the ability to build productive relationships, identify business needs and solve customer problems.
Major duties and responsibilities include:
• Support post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals.
• Contribute to strong relationships across all customer levels, from end users to IT leaders and senior executives.
• Collaborate with other Customer Success Managers and internal stakeholders to identify solutions to our customers’ goals and needs
• Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions.
• Monitor health scores and proactively take action to maintain or improve account health.
• Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption.
• Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed.
• Create enthusiasm and momentum with clients to support expansion and long-term engagement.
• Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.
• Contribute to strong relationships across all customer levels, from end users to IT leaders and senior executives.
• Collaborate with other Customer Success Managers and internal stakeholders to identify solutions to our customers’ goals and needs
• Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions.
• Monitor health scores and proactively take action to maintain or improve account health.
• Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption.
• Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed.
• Create enthusiasm and momentum with clients to support expansion and long-term engagement.
• Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.
QUALIFICATIONS AND CHARACTERISTICS OF AN IDEAL CANDIDATE:
• You have the dedication and drive to strengthen our Customer Success organization by bridging deep product expertise with customer-facing enablement and help to ensure both customers and internal teams are confident, informed, and successful in using our platform.
• Ability to manage a portfolio of accounts and drive customer adoption, retention, and growth
• Experience developing customer relationships and communicating to stakeholders at multiple levels
• Understanding of customer health metrics, usage data, and success indicators
• Ability to identify expansion opportunities through consultative relationship management
• Excellent communication skills — written, verbal, and presentation
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities
• Ability to manage a portfolio of accounts and drive customer adoption, retention, and growth
• Experience developing customer relationships and communicating to stakeholders at multiple levels
• Understanding of customer health metrics, usage data, and success indicators
• Ability to identify expansion opportunities through consultative relationship management
• Excellent communication skills — written, verbal, and presentation
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities
• Experience working cross-functionally with Sales, Product, Support, Marketing, and Professional Services teams
• Customer-first mindset with strong problem-solving and conflict-resolution skills
• Ability to build trust and establish credibility with both technical and non-technical stakeholders
• Self-motivated, proactive, and comfortable working in a fast-paced, evolving environment
• Customer-first mindset with strong problem-solving and conflict-resolution skills
• Ability to build trust and establish credibility with both technical and non-technical stakeholders
• Self-motivated, proactive, and comfortable working in a fast-paced, evolving environment
