Customer Success Manager

Company Description

Blue Optima’s vision is to become the global reference for the optimisation of the performance of Software Engineers across all industries. We provide industry-leading objective metrics in software development. We enable large organisations to deliver better software, faster and at lower cost, with technology that pushes the limits of what has been done before. We are a global organisation with headquarters in London and additional offices in India, Mexico, US and Japan.

We are made up of 120 individuals from more than 20 different countries. We promote an open minded environment and encourage our employees to create their own success story in this high performance environment.

Location: Vancouver, Canada

Department: Customer Success

We are looking for an enthusiastic, outgoing and internationally-minded Customer Success Manager with an interest in technology, to manage and own your book of business of high value complex accounts, building strong relationships with our strategic enterprise clients and who can excel in a fast-changing organisation. Prior B2B strategic Customer Success Management experience is essential, with SaaS experience highly desirable.

• Account Relationship Ownership of multiple high-touch Enterprise clients, taking a KPI driven approach and maintaining activities within our CRM. Our customers’ success is our success.
• Actively engage CIOs, CTOs, and senior stakeholders, enabling them to express their business objectives, then leverage data insights, commit to action and deliver measurable improvements to their software development organisations.
• Nurture high value accounts for retention and expansion. Responsible for renewals, with up-sell and cross-sell opportunities, identified through trusted advisor relationships, passing to Account Executives to close.
• Onboard Client executives, senior managers and team leads, empowering them to use the products to support business transformation and effective operational management.
• Use Blue Optima’s reporting suite, BI tools (Tableau, Excel etc.) and Google Workspace, to provide engaging insights, relationship reviews and value to your clients.
• Act as the Voice of the Customer for cross-functional internal teams representing product feedback, experience and value streams to ensure coordination to deliver customer outcomes.
• Provide Marketing with Success Stories to generate collateral to educate and influence internally and externally.

You will be an experienced Customer Success Manager, ideally with 4+ years in a Customer Success role in a B2B SaaS environment. STEM or analytical discipline and/or Direct experience in the Software Development Lifecycle (Engineer, QA, Dev Ops etc.) is an asset.

• Strong communication and presentation skills with experience in Senior Executive or C-Level engagements.
• Experience working in a client facing role, providing tangible value and impact to strategic accounts.
• High attention to detail and goal-driven attitude to tackle complex problems and deliver solutions for great customer experience in an Enterprise setting.
• Drive and motivation to succeed in a high growth environment with opportunities to expand your skills.
• Strategic mindset, driving Customer Success initiatives through to completion.
• Autonomous with good self-management and organisation to balance time across multiple clients, as well as internal team management.
• STEM based Degree or demonstrable experience working with a complex product.

• Global team with a creative, innovative and welcoming mindset.
• Rapid career growth and opportunity to be an outstanding and visible contributor to the company’s success.
• Freedom to create your own success story in a high performance environment.
• Training programs and Personal Development Plans for each employee.

• 32 days of holidays (including statutory holidays)
• Hybrid working - 2 days remote and 3 days in the office each week*
• Flexible Work from Long Distance - 4 weeks a year
• Top of the line equipment (i.e. laptop, peripherals, home office stipend)
• Coworking Spaces accessible along the Skytrain with free drinks and snacks
• Cycle-to-work scheme
• 12 Weeks Paid Maternity and Paternity Leave