Careers

Customer Success Manager

Greater Toronto Area, Canada (Hybrid)

Our Customer Success Manager is responsible for the success of CYGNVS’s existing  customers by developing trusted relationships within accounts, continuously driving value  for our customers and net dollar revenue retention. 
We are looking for a collaborative, self-motivated and highly skilled candidate to drive  revenue growth across a set of existing customers and own the customer relationship. 
The successful candidate will work with the solutions architects, sales and client  experience teams to provide a fulfilling experience for our customers. 
For this role, you are closely based in the Great Toronto Area (GTA) and able to work in a  hybrid environment, approximately 2-3 times a week in the office. 

Your Responsibilities:

  • Own customer relationships and act as an internal advocate on their behalf.
  •  Build, manage, and optimize our customer experience - Drive usage and adoption of  the CYGNVS platform
  •  Manage the retention and expansion of a book of business.
  • Collaborate with the Sales team to ensure a seamless transition from prospect to  customer.
  • Facilitate the customer’s product journey through support touchpoints; including  business reviews, identifying upsell/cross sell opportunities and providing  recommendations on best practices.
  • Conduct client outreach and manage customer expectations to drive customer  retention and growth.
  • Utilize customer feedback and data to identify potential risk and use your curiosity  and business acumen to mitigate churn.
  • Understand your customers’ requirements and their level of adoption of the  CYGNVS platform to proactively assess the risk in upcoming contract renewals.
  •  Provide regular status reports to stakeholders on progress against established goals  and manage account escalations.
  • Support the successful delivery of projects by providing technical direction and  guidance and coordinating development oversight.
  • Provide feedback to senior leadership and product team on feature requirements,  value proposition and competitive data. 

Our Ideal Candidate:

  • Bachelor’s degree or equivalent
  • At least 5-6 years as a Client Manager, Customer Success Manager, Sales Engineer,  Solution Consultant, Account Manager, or related field in the SaaS and/or enterprise  software industry
  • Previous experience with customer retention and upselling is a MUST
  • Excellent verbal and written communication skills, with an ability to work in a team  environment.
  • Keen attention to detail.
  • Able to clearly and concisely articulate technology and product positioning to both  business and technical users (Proactively connecting the dots for our prospects and  clients)
  • Comfortable with SaaS technology and data.
  • Enjoy interacting with customers and clients, customer first attitude. 
  • Familiarity with HubSpot, Office 365
  • Strong analytical and quantitative skills
  • Previous Cyber or Security technology experience a plus 
  • Thrive in a startup environment and able to take initiative with limited precedent and  supervision.

What We Offer:

  • Competitive salary, comprehensive benefits package and company stock options.
  • Opportunities for continuous career growth and development.
  • Exposure to cutting-edge technologies and advanced cybersecurity practices.
  • A dynamic, enjoyable work environment that recognizes and celebrates exceptional work.
  • Straightforward and transparent policies.

Join us at CYGNVS and become a crucial part of a team that values innovation, excellence, and enjoyment in crafting exceptional products. If you're fervent about software engineering and ready to make a significant impact, apply now.

To apply for this role, send your resume to mission@cygnvs.com.