Customer Success Manager – Remote – FS422
About the position
Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. This position will work closely with our operations team while representing the company’s interests, developing business opportunities, and delivering measurable value.
In your day-to-day you will be responsible for:
Responsibilities
• Helping customers adopt new products and services
• Monitoring client relations to ensure smooth progress
• Building and cultivating client relationships by understanding their needs and requirements
• Developing trust and acting as an ambassador for positive customer experiences
• Supervising and ensuring follow-ups on implementation and maintenance of services
• Recommending proactive resolutions and optimized support paths to expand client business development
• Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
• Leading small projects, including upgrades and changes
• Developing mutually beneficial value offerings between clients and the business
• Translating client strategic goals into concrete execution plans for business growth and added value
• Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
• Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
• Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
• Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
• Proactively engaging with customers in support of KPIs
Requirements
• Strong track record of building trust with clients and maintaining strong business relationships
• Knowledge and understanding of the customer success process
• Excellent communication skills (verbal and written)
• Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
• In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations)
• Bachelor’s degree in Business, Communications, or related field
• 5+ years of related experience
• Experience using sales software applications and CRMs
• Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
• Understanding of technical terminology and concepts
• Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
• Works with transparency, honesty, and integrity, instilling trust
• Strong customer empathy
• Ability to work cooperatively with others in a team environment
• Adaptability and strong problem-solving skills
Nice-to-haves
• Relevant industry certifications (an asset)
• IBM i and MSP knowledge (a plus)
Apply Now
Apply Now
Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. This position will work closely with our operations team while representing the company’s interests, developing business opportunities, and delivering measurable value.
In your day-to-day you will be responsible for:
Responsibilities
• Helping customers adopt new products and services
• Monitoring client relations to ensure smooth progress
• Building and cultivating client relationships by understanding their needs and requirements
• Developing trust and acting as an ambassador for positive customer experiences
• Supervising and ensuring follow-ups on implementation and maintenance of services
• Recommending proactive resolutions and optimized support paths to expand client business development
• Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations
• Leading small projects, including upgrades and changes
• Developing mutually beneficial value offerings between clients and the business
• Translating client strategic goals into concrete execution plans for business growth and added value
• Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders
• Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences
• Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings
• Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support
• Proactively engaging with customers in support of KPIs
Requirements
• Strong track record of building trust with clients and maintaining strong business relationships
• Knowledge and understanding of the customer success process
• Excellent communication skills (verbal and written)
• Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions
• In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations)
• Bachelor’s degree in Business, Communications, or related field
• 5+ years of related experience
• Experience using sales software applications and CRMs
• Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint)
• Understanding of technical terminology and concepts
• Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow)
• Works with transparency, honesty, and integrity, instilling trust
• Strong customer empathy
• Ability to work cooperatively with others in a team environment
• Adaptability and strong problem-solving skills
Nice-to-haves
• Relevant industry certifications (an asset)
• IBM i and MSP knowledge (a plus)
Apply Now
Apply Now