Customer Success Manager

Job Description

Job Description

At OneSpan, we're reimagining trust to help businesses to thrive by enabling secure, compliant, and frictionless digital agreements and transactions.

Across the globe, we are trusted by global enterprises, including more than 60% of the world's largest 100 banks, to enrich their customer experience and mitigate threats today, while preparing to take full advantage of what's coming tomorrow.

With a bold vision and an ambitious opportunity ahead of us, we are looking for creative thinkers and fearless ideas that will disrupt our industry.

OneSpan is looking for a Customer Success Manager to join our growing North American team. In this role, you will support clients in maximizing their investment in OneSpan products and services by way of onboarding, usage monitoring, proactive outreach, and identification of new opportunities.

This includes also being responsible for the renewals of our existing contracts and acting as an escalation point in case of unexpected issues.

This role reports into our Global Director of Customer Experience.

Key Responsibilities :

• Ensuring customers derive value from their investment in OneSpan's solutions.
• Develop a trusted adviser relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized.

You will engage with our clients as soon as we acquire them.

• Constantly measure and monitor Customer Health.
• Regularly develop customer relationships to drive successful customer outcomes, improving adoption, retention and customer satisfaction.
• Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers' business needs.
• Collaborate with Sales Managers to ensure growth attainment.
• Identify and assess renewal risks for customers' license, maintenance and subscriptions and collaborate with internal teams to ameliorate.
• Drive the renewals of existing customer contracts. This includes creating and following up on existing contracts and / or extra options to up-sell.
• Assist with high priority requests and serve as an escalation point when needed.
• Maintain a regular renewals outlook and ensure timely customer renewals.
• Support your manager in preparing and updating forecasting and sales pipeline data.

Job Requirements :

• 4 + years successful relevant work experience in a client-facing role ideally using Salesforce CRM or related applications in a SaaS environment.
• Experience on monitoring Customer health and utilizing a CSM Software.
• Proven track record on successful customer outcomes, improving adoption, retention and customer satisfaction.
• Previous Customer Success experience including renewals of customer contracts.
• Demonstrated ability to communicate (both written and verbal), present and influence credibly and effectively at all levels of the organization, including executive and C-level.
• Ability to navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
• Strong teamwork mentality - a True Team Player across all levels and teams within the organization.
• Self-starter with strong willingness on getting things done under minimum supervision.
• Relentlessly High Standards. You're not satisfied with the status quo. You thrill in your accomplishments but also know it's about constantly striving to excel.
• You are well organized, with a strong sense of responsibility and initiative.
• Solution Focused proactive in finding solutions to customer and internal issues.
• Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
• Experienced and comfortable in a fast-paced, high performance, changing and open team environment.
• You have a strong communication both verbal and written.
• 10% travel could potentially be required within North America.

At OneSpan, we challenge the now by thinking ahead, speaking up, and working together to constantly improve. Everyone is an integral part of our mission, with an equal opportunity to participate and make a global impact.

Because we know that real connections are built on autonomy and trust, we always engage with open minds and promote diversity in our thinking and in our culture.

The more voices we have represented and amplified, the more we will all thrive, contribute, and drive our industry forward.

That's why we encourage everyone to bring their whole self to work and be open to different ideas, new challenges, and new possibilities.