Customer Success Manager | FTC-12 (Vancouver, Canada)

Location: Vancouver, Canada

FTC-12 (with potential to extend or become permanent) | Full-time | Hybrid (in-office 8 days per month)

About Us

At Zema Global, we’re not just the global leader in enterprise data management- we’re a team driven by passion, innovation and a shared commitment to excellence. Our success is powered by the incredible people who make up our diverse workforce. Every day, we work together to deliver outstanding results, putting customer service and performance at the heart of everything we do. With backgrounds as unique as our ideas, we foster a culture where creativity, collaboration, and mutual respect are the foundation. Here, we don’t just work together - we thrive together. Our shared values unite us, allowing us to confidently say, “We are Zema Global”.

JOIN A LEADING GLOBAL GROUP DRIVEN BY AMBITIOUS PEOPLE WHERE INNOVATION, GROWTH AND EXCELLENCE CONTINUE TO SHAPE OUR FUTURE

CEO Message: An Exciting New Chapter at Zema Global

Job Overview

As a Customer Success Manager, you will be at the forefront of ensuring our customers maximize the value of Zema, driving adoption, satisfaction, and success through proactive relationship management and strategic support.

Responsibilities

• Customer Operations Management:
• Serve as the primary point of contact and trusted advisor for key customers.
• Foster strong relationships to understand customer goals and align Zema solutions with their needs.
• Conduct regular service delivery reviews, focusing on performance, SLA adherence, and opportunities for improvement.
• Customer Success Strategy:
• Collaborate with customers to establish successful roadmaps for Zema adoption (3-month, 6-month, 1-year plans).
• Identify upselling and cross-sell opportunities and make recommendations to enhance customer success.
• Monitor and promote best practices for using Zema products and services.
• Ensure successful annual renewals, drive positive referrals, and implement strategies to prevent dissatisfaction or contract termination.
• Onboarding and Enablement:
• Lead critical task management during customer onboarding, from implementation to live operation and continued expansion.
• Provide intermediate-level Zema training to ensure user adoption and understanding.
• Document customers use cases and EOD processes in the internal repository, CRM tool, and Runbook.
• Service Delivery Oversight:
  
  

• Partner with Support team ensuring timely resolutions aligned with SLA commitments.
• Coordinate and communicate updates on application changes, outages, upgrades, and patch releases.
• Ensure new data, product, and service requirements are met to the customer's satisfaction.
• Analyze usage trends to determine customer engagement, health metrics, identify potential issues, uncover expansion opportunities, and optimize service delivery.
• Escalate customer concerns effectively to internal teams, ensuring resolutions are aligned with the customer’s expectations.
  
  

• Internal Collaboration:
• Act as the voice of the customer within Zema, collaborating across departments to streamline customer experience, address challenges efficiently, share insights, and drive continuous improvements in products and services licensed by the customers.
• Maintain accurate customer records, including all interactions, using CRM and other tools (Confluence, Ivanti, Jira).
• Mentorship and Leadership:
• Mentor junior team members and assist with onboarding and training new hires.
• Step in as a backup for other Customer Success team members as needed.
• Drive process improvements to enhance the overall customer experience.
• Proactively identify opportunities to increase efficiency and effectiveness within the Customer Success function.
• Collaborate with the Management team to develop and refine customer success metrics and KPIs, ensuring alignment with overall business objectives.
  

Qualifications

Essential

• Bachelor’s or master’s degree in information systems, Business, Technology or a related field (or equivalent work experience).
• 3-5 years in a customer-facing role, with a focus on building customer relationships and driving success in a Technology, IT, SaaS or similar field.
• Strong analytical skills to track customer usage trends, identify risks, and develop strategic action plans.
• Proficiency in MS Office (Excel, PowerPoint) and CRM tools.
• Exceptional communication and presentation skills.
• Demonstrated ability to collaborate with cross-functional teams to solve complex customer challenges, influence internal stakeholders, and advocate for customer needs.
  
  

Desirable

• Understanding service delivery principles, with familiarity with ITIL, SOC, ISO or similar standards (preferred).
• Experience with Zema software (preferred but not required).
  
  

Why Join Us?

• Be part of a rapidly growing company revolutionizing energy analytics.
• Work with cutting-edge technology and a team of industry experts.
• Opportunity for significant impact and career advancement.
• Competitive salary, uncapped commission, and comprehensive benefits package.
• Flexible remote work environment.
  
  

How to Apply?

If you're excited about this opportunity, send us your application highlighting your qualifications and experience relevant to the role and we'll get back to you as soon as possible (we only accept CVs in English).

We appreciate all applications, but only shortlisted candidates will be contacted for further consideration. Thank you for your interest. And strictly no agency calls or agency CV submissions.

We’re looking forward to seeing how you can make an impact with us!

*** No visa sponsorship is available for this position ***

Equality and Diversity: At Zema Global we’re all about creating equal opportunities for everyone - no matter your background, abilities, or experiences. If you need any adjustments during the recruitment process to help you shine, just let us know! Our Talent Team is here to support you and ensure everything goes smoothly.