Sr. Customer Success Manager (Vancouver)

Visier is the leader in people analytics and we believe in a ''people-first'' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting recent chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win! At Visier, the mission of the Sr. Customer Success Manager (Sr. CSM) is to drive an exceptional customer experience through-out the post-sales journey. The Sr. CSM is responsible for a portfolio of accounts and leverages product expertise and a practitioner lens to align account strategy with business outcomes. The Sr. CSM plays an essential role in developing and managing ongoing relationships to maintain a high level of client satisfaction and loyalty. By maintaining a proactive focus on product optimization, adoption, and engagement, the Sr. CSM drives outcomes leading to renewals, expansion and advocacy. As the trusted partner for the customer on use‑case, product functionality and talent management best practices, the Sr. CSM collaborates closely with Sales to set outcomes and measurable objectives with the customer and ensures the customer is on track to see maximum value from the Visier solution. Engaging across the customers organisation and internally within Visier, the Sr. CSM quarterbacks post‑sales customer experiences, including those provided by various cross‑functional teams, and proactively identifies opportunities and risks, presenting recommendations and solutions. Responsibilities Managing a portfolio of customers and conducting proactive outreach and structured engagement to drive high satisfaction and value realization with their Visier solution. In partnership with your aligned sales account executive, building a strategic account plan for each customer, including an overview of their business and technical ecosystem, key people/relationship map, target outcomes and expected value realization, and developing a value‑driven implementation plan to connect the adoption of purchased Visier solutions to achieving their business goals. Building a consultative relationship with each customer and working across business and functional units to gain customer insight and build effective partnerships. Serving as the primary point of contact within the Customer Excellence Team for your customers, managing and driving the resolution of customer escalations through cross‑functional collaboration across Visier. Converting ideas into actionable plans to further increase our stickiness within a customer’s organisation. Providing industry insights, guidance, best practices, and recommendations to drive the customer’s identified strategic outcomes with their purchased Visier solutions. Meeting assigned customer satisfaction and strategic initiative targets in collaboration with Customer Excellence leadership. Passing initial certification exams, staying current with quarterly releases, maintaining expert‑level knowledge of Visier product offerings, configuration options, and having the ability to demonstrate to customers. Be willing to take on additional responsibilities as needed. Qualifications Fearlessness when it comes to emerging technology adoption, with innate curiosity and the ability to excel at learning new systems, methodologies, and processes quickly. Have a partnership mentality, building exceptional relationships with your customers and cross‑functionally, going above and beyond to create exceptional customer experiences. Actively builds a network of relationships and uses network connections to help get things done. Entrepreneurial thinking by understanding how the customer fits into the broader marketplace. Hold strong experience as a Sr. Customer Success Manager / Customer Relationship Manager in a SaaS organisation working with enterprise clients, or a combination of experience in customer service, professional services, business consulting, and sales/marketing. Proactively identifying or anticipating a need for customers prior to them asking. Working knowledge of the sales and renewal cycles. Has the ability to manage implementation programmes for customers newly onboarding and can manage a value‑driven backlog through the customer journey using a shared resource model. Understands the relationship between customer team, management and stakeholders. Has domain expertise in Human Resources and a good working knowledge of HR information systems and technology, business intelligence, and applied analytics. Communicates in a polished, professional, and authentic way, with the ability to understand your stakeholders and adapt communication styles to

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