Customer Success Manager – Remote – FS422

About the position Fresche Solutions is looking for a driven and motivated Customer Success Manager to join our team. The CSM will play a key role in helping Fresche Cloud manage customer-related activities. This position will work closely with our operations team while representing the company’s interests, developing business opportunities, and delivering measurable value. In your day-to-day you will be responsible for: Responsibilities • Helping customers adopt new products and services • Monitoring client relations to ensure smooth progress • Building and cultivating client relationships by understanding their needs and requirements • Developing trust and acting as an ambassador for positive customer experiences • Supervising and ensuring follow-ups on implementation and maintenance of services • Recommending proactive resolutions and optimized support paths to expand client business development • Partnering with service delivery teams to ensure SLA compliance and timely resolution of escalations • Leading small projects, including upgrades and changes • Developing mutually beneficial value offerings between clients and the business • Translating client strategic goals into concrete execution plans for business growth and added value • Reviewing strategic goals and formulating proposals to help customers establish priorities and address gaps in offerings with operations, support, and sales management stakeholders • Establishing and maintaining open and trusting communication with customers to obtain transparent feedback and ensure positive experiences • Evaluating overall performance by defining success and retention metrics for implementation and maintenance of service offerings • Working with the PMO to facilitate the handoff of customers from onboarding to steady-state support • Proactively engaging with customers in support of KPIs Requirements • Strong track record of building trust with clients and maintaining strong business relationships • Knowledge and understanding of the customer success process • Excellent communication skills (verbal and written) • Experience leading Quarterly Business Reviews (QBRs) and executive-level discussions • In-depth knowledge of diverse business functions and principles (e.g., customer support, finance, operations) • Bachelor’s degree in Business, Communications, or related field • 5+ years of related experience • Experience using sales software applications and CRMs • Proficiency in MS Office products (Excel, Word, Outlook, PowerPoint) • Understanding of technical terminology and concepts • Understanding of SLAs and ITSM ticketing systems (Jira, ServiceNow) • Works with transparency, honesty, and integrity, instilling trust • Strong customer empathy • Ability to work cooperatively with others in a team environment • Adaptability and strong problem-solving skills Nice-to-haves • Relevant industry certifications (an asset) • IBM i and MSP knowledge (a plus)