Customer Success Manager - ENT and SMB

Energy Toolbase Software
Calgary, AB T2H, CAN

Description

Essential Duties and Responsibilities

• Serve as the primary post‑sale point of contact for assigned customer accounts, ensuring successful adoption and ongoing usage of Developer, Controller, and Monitor.
• Monitor customer behavior, performance metrics, and product engagement to proactively identify churn risks and develop mitigation strategies; scope of engagement may include managing a larger portfolio of SMB customers or fewer, more complex Enterprise accounts.
• Drive renewal processes for SaaS contracts by communicating value, addressing customer concerns, and ensuring timely execution of renewal documentation.
• Forecast Net Revenue Retention (NRR) opportunities within assigned accounts by identifying expansion, upsell, and cross‑sell potential.
• Conduct regular customer engagements, which may range from scaled check‑ins and cadence‑based outreach (SMB) t...