Customer Success Program Manager – Montreal, Canada – Immigration Support Possible NEW

Visa type confirmed: Immigration Support Possible

Customer Success Program Manager

Our client is looking for a Customer Success Program Manager (IC) to join their Customer Success (CS) Organization. This position will be based from our client’s Montreal, Quebec office; however, a hybrid work style is offered, allowing the candidate to work both virtually and in the office (2-3 days on-site). All members of this team are laser-focused to ensure our customers are realizing value from our products. Everyone is customer-facing, and all are measured by retention, growth, positive sentiment via NPS, and positive movement in customer health scoring.

Position Responsibilities:

• Keep the customer viewpoint at the forefront of every discussion.
• Incorporate the functions of the Customer Success Team(s) into workflows.
• Understand Customer Success Platform/Technologies and determine methodologies to scale the team(s).
• Excellent leadership, communication, and interpersonal skills.
• Manage multiple priorities and complex projects simultaneously.
• Demonstrate proven problem-solving and decision-making abilities.
• Influence and build relationships with stakeholders at all levels.
• Regular touchpoints with end users.
• Track feature utilization.

Key Skills:

• Relationship Management: Build strong relationships with end user communities and economic buying centers.
• Communications: Demonstrate executive-level communication, consultation, and presentation skills.
• Results Oriented: Ensure the customer fully adopts the solution and achieves desired business outcomes.
• Issue Management: Proactively identify, escalate, and resolve issues, building customer trust over time.
• Team Player: Collaborate closely with other customer-facing roles for customer satisfaction and a positive relationship.

Basic Qualifications (Required Skills/Experience):

• 3+ years of experience in a customer success role within a SaaS environment.
• Ability to align customers’ business processes with product capabilities.
• Expertise in customer management, negotiation, and conflict resolution.
• Strong written and verbal communication skills, able to tailor messages to end-users and executives.
• Must be legally able to work in Canada.
• Individual must not pose a risk for safeguarding controlled goods.
• Must be eligible to handle U.S. export-controlled data.

Preferred Qualifications (Desired Skills/Experience):

• Previous experience in airline operations and a solid understanding of aviation concepts.
• Fluency in multiple languages preferred but not required.

Additional Information:

This requisition is for a locally hired position in Canada. Benefits and pay are determined by Canada and are not on U.S.-based payroll. This is not an expatriate assignment. Please also submit a CV or resume written in English.

Equal Opportunity Employer:

Our client is an equal opportunity employer. Unlawful discrimination in recruitment or employment practices is not tolerated. Applications from candidates with disabilities are encouraged, and accommodations will be made during the recruitment process where required.

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VJCCall Centre & Customer Services