Customer Success Manager

Summary

Join Miovision as a Customer Success Manager (CSM) and play a key role in managing post-sales customer relationships, maximizing revenue growth, and fostering a culture of customer success. The CSM team focuses on onboarding new customers, ensuring a positive experience, and helping them achieve ROI. This position requires managing a book of business across Canada, building strong customer relationships, and collaborating with internal teams. The ideal candidate will have 5+ years of experience in technical account management or a related field, strong communication skills, and a proven track record of success in customer relationship management. The role involves approximately 35% travel across Canada and requires fluency in English and French. Miovision offers a comprehensive benefits package, including flexible work options, health benefits, and various other perks.

Requirements

• Bilingual and fluent in English and French
• Bachelor’s degree or equivalent experience in information technology, engineering,  or business development
• 5+ years of experience in technical account management, project management, installation, or configuration in a technical field
• 5+ years of experience supporting customers in a business-to-business technical industry
• Results-oriented driving technical and commercial outcomes for both Miovision and the customers you support
• Ability to learn technical concepts around our product and our customer’s requirements, aligning the two
• Required passion and empathy to understand your customers and deliver to their needs
• Previously demonstrated leadership qualities that show your ability to be assertive, be a technical problem solver, be a builder, and improve people & processes around you
• Strong oral and written communication skills
• Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
• Located in Central Canada to be close to your direct partners and key accounts

Responsibilities

• Successfully manage customer relationships from “new to renew”, including onboarding, adoption, expansion
• Document each individual customer journey and implementation process with a focus on accuracy and data integrity
• Develop trusted relationships with customers including executive sponsors, key contacts, and end-users
• Own a book of business with partners and customers, driving retention and growth rates
• Effectively advocate for our customers and constructively work with cross-functional counterparts to evolve, scale, and improve the customer experience
• Develop a deep understanding of your customer’s key objectives and help deliver to those objectives in a consultative way
• Be a problem solver for your customers and internally – see a challenge, create a solution
• Proactively monitor and manage customer health, risk, escalations and opportunities
• Coordinate with the product team on product documentation and customer enablement
• Supporting customers and our distributor network with Technical Implementation of both Miovision Hardware and Software

Preferred Qualifications

• Experience in the Traffic and ITS industry
• Experience with networking and IoT

Benefits

• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)