Customer Success Manager

About CMiC

As an industry pioneer, CMiC delivers complete and unified ERP and FIELD solutions for construction and capital projects firms. CMiC’s powerful software transforms how firms optimize productivity, minimize risk and drive growth by planning and managing all financials, projects, resources, and content assets—from a Single Database Platform™. With customers throughout North America and overseas, CMiC serves one-quarter of ENR’s Top 400 Contractors and hundreds of small and mid-sized construction firms, from general and specialty contractors to heavy/highway and project owners. For more information, please visit www.cmicglobal.com.

About The Role - Overview

The Customer Success Manager (CSM) at CMiC is dedicated to developing and nurturing customer relationships to enhance retention and loyalty. Reporting to the Customer Success Director, the CSM serves as a key advocate for the customer, ensuring their needs are met and their investment in CMiC solutions is maximized. This role requires the ability to manage resources, processes, and data effectively, while also coordinating with other customer-facing teams to deliver a seamless, value-focused customer experience. 

Important Information:

• The overall hiring salary range for this position is $70,000 to $85,000 annually, plus incentives
• This position is not for an existing vacancy
• We do not use AI to screen, assess, or select applicants
  
  

About The Role – Key responsibilities & Deliverables

• Represent ‘the voice of the customer’ within CMiC, staying attuned to their satisfaction levels and expectations for success while keeping CMiC management informed of any changes and longer-term trends based on: deployment milestones, adoption and usage of CMiC products, opportunities for expansion, threats, and their relationship with CMiC.
• Implement strategies for retention, including onboarding support, engagement management, communications, and business reviews, driving the contract renewal process and identifying expansion opportunities. Understand their business needs, formulate recommendations, and deliver value by leveraging reports, tools, and internal cross-functional team members to drive critical business insights.
• Establish collaborative relationships with key customer contacts and executives to act as a trusted advisor and advocate for customers - understanding their business requirements and providing meaningful insights to drive desired outcomes and overall satisfaction to the customer.
• Collaborate with internal cross-functional teams to ensure a smooth customer journey from onboarding to post go-live support to renewals. Partner with various internal sales and service delivery teams to provide seamless transitions in hand-offs between Sales, Implementation and Support at key milestones.
• Act as the initial point of escalation to assess and identify potential solutions, collaborating with Account Managers, the Director of Customer Success, and other cross-functional roles to resolve customer issues. Facilitate discussions and drive communications with the customer on the path forward to resolution.
• Secure customer references and help drive participation in marketing programs, such as press releases, case studies, video testimonials and attendance at CMiC’s annual customer conference (‘CONNECT’) as well as regional prospecting events.
• Identify and propose innovations and improvements to customer management processes

Education, Skills & Experience

• Must hold valid documentation that allows you to travel to the United States for work purposes without any restrictions
• Bachelor’s degree or college diploma (Business, Marketing, Engineering, Math, Science a plus). Master’s degree/MBA a plus.
• A minimum of 2+ years of experience is required to be eligible for this position.
• Proven experience in customer success, account management, or related fields, with a track record of driving customer retention and revenue expansion with existing accounts - maintaining customer retention rates of >94%
• Ability, desire and commitment to quickly learn and understand the key components of the CMiC construction management platform. This ‘foundational product knowledge’ will be essential for establishing credibility with customers and users.
• Excellent service-driven, customer-focused skills
• Experienced working with customer management systems – e.g., CRM (Salesforce Sales Cloud), customer support (Salesforce Service Cloud) and marketing automation (HubSpot)
• Proven skills to extract from customer management systems the relevant data, analyze it and formulate recommendation for customer strategies, programs and communications. Tangible examples of situations where sound, accurate and fact-driven recommendations have been made
• Proven ability to collaborate with cross-functional teams to deliver optimal customer experience
• Experience with successfully managing contract renewals that drive monthly recurring revenue
• Demonstrated ability to develop strong working relationships at both executive and staff levels within customer organizations
• Excellent oral, written and interpersonal communication skills
• Exceptional troubleshooting, problem-solving and analytical abilities
• Strong time management skills and attention to detail

Soft Skills

• Inspires respect and trust; motivates others – including customer-facing resources outside the CS team, to conduct themselves with a ‘customer-centric’ mentality
• Proven ability to work effectively in both a team environment and independently
• Ability to prioritize tasks and work effectively in a dynamic, fast-paced environment 
• Intellectually curious, passionate about learning and willing to take the initiative
• Proven ability to absorb, master and leverage emerging technologies
• Talent for creatively utilizing technology, people and processes to solve unique business problems for customers in a cost-effective, efficient manner

About You

You are a proactive and accountable partner who empowers customers by understanding their unique needs and providing tailored solutions. As a trusted connector within CMiC, you ensure every customer interaction adds value and strengthens their journey with CMiC.

• Competitive benefits Package (including Health & Dental benefits)
• Paid vacation and personal days
• Townhall meetings where all employees are encouraged to participate in open discussions
• Located on York University’s campus, easily accessible by transit (TTC, GO, etc.), walking distance to shopping and restaurants
• Outdoor lunch space, including picnic tables
• An active Social Events Committee (past events include annual seasonal parties, pool and bowling tournaments, karaoke nights, Game nights, BBQs, and more)
• Health and Wellness focus including virtual yoga classes and wellness webinars
• RRSP Matching Program after 2 years of employment
• Experience in a rapidly growing, socially responsible corporation

CMiC is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, CMiC will provide accommodation to applicants with disabilities throughout the recruitment, selection and/or assessment process. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources staff of the nature of any accommodation(s) that you may require.