Firmex
Customer Success Manager, EMEA
Firmex is a global software-as-a-service provider with corporate headquarters in Toronto, Canada and an EMEA office centrally located in London. The company’s Firmex VDR service is the world’s most trusted virtual data room, having been used by over 140,000 companies worldwide to share confidential documents for due diligence, litigation and compliance.
Mission: We’re on a mission to become the number one virtual data room provider in the world, and thanks to our team, we’re well on our way. If you’re curious, motivated, love to solve interesting problems, and take pride in helping clients, we should talk.
Perks? Of course!
Our people are the key to our success. We’ve created an inclusive work environment with perks both big and small to recognize your hard work, talent and commitment every day. Firmex hosts regular team socials and offers a hybrid work model. Competitive benefits that include Medical and Dental coverage, as well as Group Income Protection, Group Life Scheme, and a Pension Scheme are also available. Everyone needs a break to relax and recharge to maintain a healthy work life balance. Employees receive 25 days of vacation and 6 personal days on an annual basis to continue travelling, resting and taking care of anything else that may come up.
On a day-to-day basis, the Customer Success Manager is the single point of accountability for the customer from onboarding to adoption to expansion and retention. The CSM will be responsible for implementation planning, coaching customers to ensure they are maximizing their use of Firmex, managing escalations of at-risk accounts, and identifying opportunities for account growth. They must be comfortable at consulting with key client stakeholders to establish productive and trusted relationships, backed by a strong understanding of the customer’s business objectives. They will develop a deep understanding of the typical business challenges they face as they will be the clients trusted advisor, and advocate internally for their needs within Firmex. Excellent communication and organizational skills are critical to the success of this role.
As our Customer Success Manager, you will:
- Operate as the lead point of contact for all matters specific to customers while building and maintaining strong, long-lasting relationships with them.
- Work with clients through every stage of their life cycle (onboarding, early adoption, maturity), with the goal of growing their lifetime value. Own the engagement, retention, and growth of your customers.
- Deliver Webinars to your named Subscription accounts to demonstrate expansion use cases, advanced administrator functionality, and share best practices.
- Proactively develop plans to maximize business opportunities with each client. The plan includes revenue forecast, breadth and depth of usage, and marketing campaigns to meet revenue targets.
- Use data to provide insights for retaining and driving adoption across the entire lifecycle.
- Clearly communicating the progress of monthly/quarterly initiatives to the Management Team.
- Effectively document and keep up to date customer information and interaction in GainSight and Salesforce.
- Obtain a deep understanding of customer business challenges - identify & propose solutions which will address their needs.
- Analyze client health and build specific action plans to improve health for at-risk clients.
- Manage at-risk customers and ensure internal visibility by providing regular updates, status, and next steps on a regular cadence.
- Increase customer retention by conducting regular check-in calls for tactical items and create and present quarterly business reviews to each customer.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
- Meeting goals set by management in terms of up-selling.
- Collaborate internally and utilize playbooks to address low NPS scores.
What you'll need to be successful as a Customer Success Manager:
- 3+ years of experience in a client success environment, as an account manager, client services and/or sales role.
- Proven experience training end-users and non-technical end users, on software and technology.
- Energetic and positive individual who strives to provide superior service to clients.
- Successful track record of growing and retaining a named list of accounts.
- Experience doing remote and on-site training.
- Familiar with cloud-based solutions and comfortable learning new software; tech-savvy.
- Excellent written and verbal communication skills and interpersonal skills.
- Ability to navigate complex client organizations and manage feedback.
- Adaptability, attention to detail and organizational skills.
- Ambitious and able to work independently.
*Note: The “Core Duties” is a summary of the duties that are essential to this role and is not an exhaustive list. Firmex reserves the right to add or amend duties as necessary.
At Firmex, we’re guided by our core values of respect and collaboration to create an equitable, diverse and inclusive environment where all employees and candidates alike can thrive. BIPOC, LGBTQIA2S+, women, people with disabilities, internationally trained professionals and historically disenfranchised groups are encouraged to apply. If you need any accommodations or adjustments throughout the interview process and beyond, we’ll be happy to assist you.
Firmex provides a secure virtual data room solution that facilitates the sharing of confidential documents for various corporate activities, including mergers and acquisitions, due diligence, compliance, and litigation.
- Founded
- Founded 2006
- Employees
- 51-200 employees
- Industry
- IT Services
Customer Success Manager