Senior Customer Success Manager

Company Overview

Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over 370,000 business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.

The Role

As a Senior Customer Success Manager (CSM) reporting to the Director of Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience.

• Own and build strong, strategic relationships with a dedicated portfolio of customers
• Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals
• Identify and capitalize on opportunities for revenue growth
• Develop innovative strategies to increase customer engagement and product adoption
• Collaborate with internal teams to ensure seamless onboarding and ongoing training
• Serve as the primary point of contact for customer escalations, ensuring swift resolution
• Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations
• Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns
• Monitor customer health, proactively identifying and mitigating risks

• Proven success in a B2B SaaS environment, with 5+ years of experience thriving in a commercially-focused Customer Success role
• A natural relationship-builder, skilled at fostering strong connections and trust with clients
• Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion
• Proactive approach to assessing growth opportunities and experience driving deals through to close
• Empathetic and customer-centric, with a passion for understanding and exceeding client expectations
• Excellent communicator, adept at simplifying complex issues and conveying information clearly.
• Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively
• Familiarity with the legal tech space and entity and/or equity management solutions
• Travel expectations based on book of business and internal/external company events

• An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level
• Experience working at a law firm or with an in-house legal team
• Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business

Location

We have embraced a distributed model of working to reach the best talent in the world. While some roles may require proximity to our Toronto, Calgary and Vancouver offices, roles based outside our office locations can be remote in Canada and the US. Please only apply if you are able to live and work full-time in the US and Canada

Our Culture

Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success. We value ambitious, results-driven individuals who are not only proactive in identifying opportunities but are also committed to going the extra mile. In our culture, collaboration and initiative fuel our growth as we embrace new challenges, learn constantly, and move quickly to seize opportunities. If you're a go-getter who thrives on impact and thrives in a dynamic setting, you'll fit right in. Our values are:

Outcome Driven : We focus on setting ambitious goals and achieving measurable results, valuing success by the outcomes we deliver.

Wide Responsibility : Our team is empowered to shape success, taking ownership from problem identification to solution implementation.

Learning Mindset : We embrace curiosity, rejecting the status quo and encouraging continuous learning and agility.

Strategic Speed : We make fast, effective decisions and embrace a bias for action to seize opportunities quickly.

Benefits at Athennian

We offer competitive benefits and perks because we believe that happy people produce great results. We are always adding to this list based on employee feedback: generous vacation/sick/flex days, remote work options, flexible working hours, health/dental/vision/group life/gRRSP/LTD/AD&D/EFAP benefits, high growth environment, team-building, day-to-day variety (never a dull moment), MacBook for all employees, stock options, and a culture of transparency.