We're Eptura — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Together, we're dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive. As a Customer Success Manager, you will own a book of business and own user adoption and customer retention within these accounts. You will identify opportunities for upselling, know when users are ready to move into higher modules, get additional training, or upgrade their software package. In addition, you will cross-collaborate with the sales teams and build solid client relationships. You will keep your manager informed of at risk customers and suggest potential actions to get them back to health. Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks. Meet and exceed net retention and gross churn targets for assigned accounts. Help customers translate their business use cases into company solutions and communicate a clear ROI to the customer. Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times. e own the overall success of the account. Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value. Effectively assemble and leverage internal cross-functional teams to deliver back-health-plans for distressed customers including Professional Services, Support, Account Executives, and Sales, as well as customer stakeholders and business partners. Assist the renewal and account management teams in all renewal activities as needed. Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey. Provide feedback and support to the enablement team in their new initiative as necessary. Maintain updated records and forecasting accuracy in all systems (Salesforce and CS tool). Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects. You are a customer-centric individual, obsessed with providing an excellent customer experience. You have a strong understanding of Customer Success as an industry, and a practice, and have successfully managed a book of business as a CSM You are comfortable with data management and identifying patterns. You follow industry trends and leverage these to further customer conversations. You have a good understanding and/or adoption of Industry tools and data sources (Salesforce, ChurnZero, PlanHat, Totango, Gainsight etc.). A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, common Health score components). Results-driven with a strong background in Customer Success/Account Management and/or other Customer experience functions. Health, Dental and Vision Insurance Group Retirement Savings Plans Follow us on Twitter | LinkedIn | YouTube At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Be the first to be notified about new Customer Success Manager jobs in Winnipeg, Manitoba I agree to receive jobs matching this search by email and I agree to the Terms.