Customer Success Manager (CSM) – Digital Nova Scotia – Leading Digital Industry

Customer Success Manager (CSM)

Company Overview:
Carbide makes enterprise-class security and privacy accessible to fast-growing companies. Unlike “checkbox-style” compliance solutions, our information security and privacy management platform is based on universal best practices to enable customers to create, promote, and prove their commitment to security no matter which security framework or privacy regulation they wish to comply with. By making it easy to embed security and privacy into the DNA of your organization, Carbide can help sharpen your competitive edge and accelerate your company’s growth trajectory.

With a passion for innovation and a commitment to customer success, we are seeking a talented individual to join our team as a Customer Success Manager.

Position Overview:
As a Customer Success Manager (CSM), you will play a crucial role in ensuring our clients achieve maximum value from our products and services. You will be the primary point of contact for our clients, responsible for building strong relationships, understanding their unique needs, and driving adoption and satisfaction.

Responsibilities:
– Develop and maintain strong relationships with key stakeholders within client organizations.
– Understand clients’ business objectives and align our solutions to help them achieve their goals.
– Onboard new clients, ensuring a smooth and successful implementation process.
– Serve as a trusted customer advisor, providing best practices and recommendations to optimize the use of our products and services.
– Monitor client usage and engagement metrics, identifying opportunities for expansion and growth.
– Proactively address client concerns and resolve issues in a timely manner.
– Collaborate cross-functionally with sales, product, and support teams to ensure client success and satisfaction.
– Work collaboratively with Security Solutions Advisors for premium advisory services to ensure continued alignment of client’s security program with their evolving needs, goals, and objectives.
– Advocate for clients’ needs and feedback internally to drive product and service improvements.
– Proactively manage the customer journey.

Qualifications:
– A Bachelor’s degree or diploma in business administration, marketing, cybersecurity, or a related field is considered an asset
– Experience working with tools like Churnzero and Zendesk is considered an asset
– Experience in Customer Success, Account Management, or related customer-facing roles, preferably in the cybersecurity technology industry.
– Proven track record of building strong client relationships and driving customer success.
– Excellent communication and presentation skills, with the ability to effectively convey complex information to both technical and non-technical audiences.
– Strong problem-solving skills and ability to think strategically to address clients’ needs.
– Experience working in a fast-paced, dynamic environment with the ability to adapt to change.
– Passion for customer success and a dedication to exceeding client expectations.