Sr. Customer Success Manager

Energy Toolbase Software
Calgary, AB T2H, CAN

Description

Essential Duties and Responsibilities

• Serve as the primary post-sale point of contact for assigned customer accounts, ensuring successful adoption and ongoing usage of Developer, Controller, and Monitor.
• Monitor account behavior, performance metrics, and product engagement to proactively identify churn risks and develop mitigation strategies.
• Drive renewal processes for SaaS contracts, communicating value, addressing customer concerns, and ensuring timely execution of renewal documentation.
• Forecast Net Revenue Retention (NRR) growth opportunities within assigned accounts by identifying expansion, upsell, and cross-sell potential.
• Conduct regular business reviews with customers to discuss performance, share insights, and align on strategic goals.
• Coordinate with Onboarding Ma...