Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Customer Success Manager owning adoption, retention and growth across 45–50 accounts. Scaling customer success for Bambuser’s live shopping and shoppable video platform.
Responsibilities
- Own a portfolio of approximately 45–50 customers
- Own customer adoption, value realisation, retention, renewal and growth outcomes
- Translate Bambuser products and features into relevant use cases and measurable business outcomes
- Monitor customer health, product adoption, engagement, attributed sales and ROI
- Identify risks, opportunities and trends, and create targeted plans to improve adoption and outcomes
- Deliver targeted Business Reviews, ROI discussions, training and strategic sessions
- Share video commerce, eCommerce and industry best practices
- Use Salesforce, customer health scores, AI agents, product usage, data warehouses and other signals to prioritise work
- Develop scalable engagement programmes including webinars, office hours, adoption campaigns, product education and best-practice sessions
- Use automation, AI and digital engagement tools to expand Customer Success reach
- Provide focused 1:1 support based on customer health, commercial value, risk or growth opportunity
- Improve Bambuser’s scaled Customer Success model, including programmes, triggers, workflows and ways of working
- Own the end-to-end renewal process and maintain renewal forecasts
- Identify churn, contraction and expansion opportunities, collaborating with Sales where appropriate
- Track and report adoption, customer health, engagement, retention and NRR
- Partner with Implementation, Support, Engineering and Product to support onboarding, adoption and issue resolution
- Maintain accurate customer information in Salesforce and Customer Success systems
- Develop customer stories and references with internal teams
- Analyse portfolio patterns and share customer insights with Product, Sales, Marketing and Customer Success
Requirements
- Experience in Customer Success, Account Management or a similar client-facing role within SaaS, eCommerce or another relevant digital environment
- Proven ownership of a customer portfolio and measurable outcomes across adoption, retention, renewals or growth
- Ability to manage senior stakeholders and build credible, commercially valuable customer relationships
- Experience using customer, product or commercial data to identify risk, demonstrate value and guide action
- Confidence leading renewal conversations and identifying growth opportunities
- Experience creating and delivering data-led presentations, training or customer programmes
- Proficiency with Salesforce or a similar CRM
- Strong analytical, problem-solving and communication skills
- Curious and proactive mindset, with an interest in innovation, shopper behaviour, eCommerce and digital experiences
- Collaborative approach and ability to work effectively across commercial, product and technical teams
- Experience with scaled Customer Success, customer health platforms, automation, AI tools or one-to-many customer programmes would be a strong advantage
- Already based in Montréal and eligible to work in Québec without visa sponsorship prioritized
Benefits
- Hybrid work arrangement in Montréal
- High level of ownership and influence over what the company builds and why
- Collaborative international team environment
- Opportunity to work with recognized global brands
- Opportunity to shape scaled Customer Success programmes, workflows and ways of working
- Opportunity to work with product, data, automation and AI tools
- Professional growth through meaningful customer, commercial and cross-functional responsibilities
Job title
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Experience level
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Degree requirement
No Education Requirement
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