Customer Success Manager

Fatigue Science has developed the world’s leading predictive fatigue management information system, enhancing productivity and safety in mining, transportation, and heavy industry in general. Headquartered in Vancouver, Canada, we build SaaS software that leverages scientifically validated biomathematical models and machine learning/AI to quantify and predict the cumulative effects of sleep disruption on human reaction time and cognitive effectiveness for the shift ahead i.e. fatigue as measured by our ReadiScore. Our solutions enable organizations to optimize impairment assessments and operational effectiveness, mitigate fatigue risk, and help workers stay safe. With proven impact, return on investment, and significant and growing traction in mining, trucking and heavy industry in general, Fatigue Science serves cutting-edge organizations who understand the importance of sleep and fatigue impairment risk as well as the value of data-driven, proactive decision-making using AI/Machine Learning.

Reporting directly to our Director, Implementation Customer Success and Professional Services, this role is ideally suited for a customer focused individual experienced in building relationships with global customers and driving adoption of technology in industrial operations. The ideal candidate will possess strong Customer Success Management (CSM) skills with expertise in onboarding/implementation, project management, change management, and workflow/process management.

Responsibilities:

• Lead the onboarding and implementation process for new clients, ensuring a seamless transition to our SaaS platform
• Implement change management strategies to support clients in adapting to new processes and workflows
• Develop, nurture, and maintain strong positive relationships with assigned customers to drive business outcomes and encourage advocacy
• Develop and implement strategies for customers to realize value through regular touchpoints, ensuring retention and growth through upsells or cross-sells
• Collaborate with cross-functional teams to address client needs and ensure customer satisfaction
• Monitor and analyze customer usage data to identify opportunities for improvement and optimization
• Deliver training programs to enhance client proficiency and utilization of our software
• Maintain a high level of product knowledge to address client inquiries and provide solutions effectively
• Foster team collaboration and help increase team expertise

Required Skills:

• 2-5 years of experience in Customer Success/Professional Services or related customer-facing roles such as Account Management and/or Onboarding
• Experience in delivering enterprise SaaS solutions, for example, ERP/CRM/SCM solutions
• Experience managing at least one full lifecycle implementation of SaaS-based information systems
• Strong background in onboarding/implementation, project management, change management, and workflow/process management
• Excellent organization, communication, presentation, training, customer relationship and analytical skills
• Highly motivated, self-starter with the ability to work within an operating framework
• Passion for delivering exceptional customer service and driving customer satisfaction and success
• Demonstrated ability to be highly effective in a virtual team organization
• Good time management, well-organized, consistently meets commitments and creates high-level deliverables
• Requires the ability to change the thinking of, or gain acceptance from others in sensitive situations without damage to the relationship
• Ability to travel
• Business fluent in Spanish and English language skills

Additional Preferred Skills & Considerations:

• Experience working with a multicultural and/or multilingual team across several time zones
• Experience “turning around” projects that initially had significant delivery or technical issues
• Demonstrated pre-sales ability
• Experience working or participating in Organizational Change Management processes or projects
• Experience with mining and/or transportation industries

Perks

• Competitive salary and incentives
• 3 weeks paid vacation
• Health spend & lifestyle account
• Company parties, traditions & team building events
• Extended benefits package
• Permanent, full-time position

Fatigue Science is an Equal Employment Opportunity employer committed to building a diverse and equitable workplace, and an inclusive environment for all existing and potential employees. Employment decisions are based on candidate qualifications and business need, not race, color, ancestry, place of origin, age, sex (including pregnancy), gender identity or expression, sexual orientation, political belief, religion, creed, marital or family status, medical condition, genetic information, physical or mental disability, military or veteran status, prior criminal conviction or any other protected class in accordance with federal, state or provincial and local laws and ordinances. Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

Salary Range: CAD $80,000 - $90,000

Thank you for your interest in Fatigue Science!