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Customer Success Manager (CSM)



Customer Service, Sales & Business Development
Kanata, Ottawa, ON, Canada
Posted on Friday, July 5, 2024

Job Title: Customer Success Manager (CSM)

Department: Customer Success

Reports to: Senior Director, Evidence Management Practice

Term: Full-Time Continuing

Primary Location: Hybrid / Remote

About us:

Behind every innovative new medical device, new healthcare policy, and research into new treatments, there’s a literature review. At DistillerSR Inc., we’re changing the way that scientific research is conducted. How? By helping our customers around the world deliver better researchthat’s our mission. We do it through DistillerSR, our namesake literature review platform. It’s why we’re in business. It’s where every DistillerSR employee can play a critical role in changing the way our customers conduct research, where they are always leading, innovating and trusted. Welcome to DistillerSR and an amazing team of passionate people committed to better research.

The Role:

Our Customer Success team advises and guides our customers as they map their business needs to DistillerSR. With the goal of ensuring customers can reach their intended outcomes, our CSMs act as business partners. They also collaborate cross-functionally with other DistillerSR departments to identify opportunities and risk, and to present recommendations and solutions.

Duties and Responsibilities:

  • Build and maintain strong relationships with new and existing customers to drive long term customer success and value.
  • Participate in client requirements-gathering workshops, documenting feedback.
  • Recommend best-practice uses of DistillerSR based on understanding of the customer’s business, use cases, success criteria for getting value, and data.
  • Analyze customer usage data to identify opportunities for increasing product usage and developing the relationship.
  • Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps.
  • Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.
  • Conduct Quarterly ROI meetings with customers to assess value delivered and identify areas for improvement.
  • Facilitate the onboarding of new customers and develop yearly plans tailored to their needs.
  • Act as the first line of support when necessary, helping customers resolve issues.
  • Collaborate with Sales, Marketing, Professional Services, Support, Finance, and Product Management to drive customer success.
  • Oversee multiple accounts, projects, deadlines, and milestones to ensure timely and successful delivery.
  • Review customer usage to assist in resolving product use inefficiencies and drive success.
  • Participate in continuous improvement initiatives and assist with drafting service-related policies, procedures, and work instructions.
  • Maintain expertise in DistillerSR's product and domain offerings. Work closely with the product team to advocate for customer-driven product decisions.
  • Produce, and disseminate internally, customer user stories to drive collective understanding of customer needs and solutions and to support escalation where required.
  • Align actions and decisions with DistillerSR’s core organizational values to foster a culture of customer excellence.
  • Perform product demos
  • Support customer change management initiatives
  • Occasional travel may be required.

Job Demands

  • Must be experienced in working with customers to implement web-based applications
  • Demonstrate professionalism in a customer-facing role
  • Ensure customer satisfaction through product knowledge, technical expertise, responsiveness, and professionalism
  • Demonstrate product and domain expertise; apply sound judgment to recommendations and decisions
  • Analytical abilities necessary to collect key business and user insights, and apply their strategic planning skills to create a long-term vision for the content that's generated
  • A high-level thinker who also has an appetite for keeping track of details
  • Excellent interpersonal, communication (verbal and written) and presentation skills
  • Ability to multi-task and perform duties under minimal supervision while exercising discretion and independent judgment in a fast-paced environment
  • Ability to present and communicate complex qualitative information/data in an easily understood format
  • Excellent analytical, organizational and problem-solving skills with strong attention to detail.

Required Skills & Qualifications (Education and Experience)

  • Bachelor's Degree from a recognized post-secondary institution and/or education and experience acceptable to DistillerSR.
  • Minimum 3 to 5 years applicable work experience
  • Strong communicator, attentive listener, adept relationship-builder with a positive attitude, confidence, tenacity, and trustworthiness.
  • An outstanding ability to understand customer needs and tailor presentations to those needs
  • Independent: Problem solver, proactive, thinks on their feet
  • Ability to establish positive relationships and become a trusted advisor
  • Experience defining and documenting business processes and transaction flows
  • Technically minded, with well-developed computer skills, and a working knowledge of the Microsoft Office and Google Workspace tools - including MS Word/Google docs, Excel/Google Sheets, PowerPoint/Google Slides, and Outlook/Gmail

Preferred Skills & Qualifications

  • Previous work experience with organizations in pharma, medical device, NFP’s and academic sectors, or governmental agencies
  • Experience in a regulated industry
  • Previous experience in software sales
  • Experience in research projects or systematic reviews
  • Experience using DistillerSR products
  • Background in life sciences, library sciences or bio sciences

DistillerSR Inc. is committed to providing a respectful, welcoming, and inclusive work environment where every single employee can bring their full self to work, thrive, and be successful. Please let us know if you need any accommodation during the recruitment process.