Client Success Manager
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Job Description
Client Success Manager at Packetlabs guiding strategic partnerships in cybersecurity and managing client relationships for optimal security outcomes. Fostering growth through proactive engagement and customized recommendations.
Responsibilities:
- Own the client lifecycle: Lead strategic review calls focused on outcomes, growth opportunities, and next steps while coordinating discovery and delivery for returning clients to ensure a seamless experience
- Proactively manage and forecast opportunities: Monitor account health and engage clients well ahead of typical buying cycles to remain aligned to the client's evolving security objectives
- Re-engage dormant accounts and drive strategic growth: Partner with Inbound/Outbound peers to reactivate dormant accounts - not with a transactional sales pitch, but by checking in on their security health and introducing new strategies to elevate their defenses
- Act as the voice of the client internally: Collaborate closely with Client Success, Sales, Marketing, and Operations to align client needs with business objectives, share feedback, and drive advocacy through reviews, referrals, and testimonials.
Requirements:
- 2-5 years of experience in Client Success, relationship management, or consultative sales
- Experience in cybersecurity, IT services, B2B SaaS, or consulting is an asset
- Proven ability to manage multiple client relationships at once, and triage opportunities
- Strong written and verbal communication skills across emails, meetings, and documentation
- You’re comfortable diving into and obsessing over data
- Familiarity with a CRM platform (Salesforce, HubSpot, etc.)
- Proven track record of delivering (or exceeding) measurable client outcomes
- Deep understanding that client success means aligning with client goals and reinforcing the value of our work.
Benefits:
- Amazing team and collaborative working environment
- Competitive compensation and pay-for-performance
- Fully remote in Canada
- Ongoing professional growth and development
- Paid training and certifications
- Participation in corporate, employer-paid benefit plans for you and your family
- Wealthsimple GRSP, with corporate matching
- Plenty of vacation and personal/sick days (in addition to paid time off for your birthday, professional development activities, and volunteering)
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