Senior Customer Success Manager

Position Type: 5 days/week — 37.5 hours/week (Permanent)

Location: Saint-Hubert, Montérégie (South Shore), Quebec

Work Arrangement: Hybrid

Annual Salary: TBD

Industry: Information Technology and Multimedia

About Indixio

At Indixio, we believe information should work for organizations; not the other way around.

For over 25 years, we have been helping organizations transform the way they manage information, documents, records, knowledge, and business processes.

Through our expertise in information governance, digital transformation, and intelligent information management, we help our clients improve efficiency, ensure compliance, and prepare for tomorrow’s challenges.

As part of our continued growth, we are seeking a Senior Customer Success Manager who will play a key role in maximizing the value our clients achieve and building long-lasting relationships.

Your Mission

As a Senior Customer Success Manager, you will be responsible for guiding clients throughout their post-sales journey to ensure their success and the achievement of their business objectives.

You will serve as the primary strategic point of contact for your clients, helping them adopt, optimize, and evolve their solutions.

Your role goes beyond maintaining positive relationships. Your mission is to help clients achieve measurable outcomes, maximize their return on investment, and drive organizational growth through the solutions offered by Indixio.

Key Responsibilities

Solution Onboarding and Adoption

• Ensure a smooth transition between the sales and delivery teams.
• Develop adoption and success plans aligned with client objectives.
• Ensure clients fully understand the benefits and best practices associated with their solutions.
• Monitor solution usage and adoption throughout the customer lifecycle.
• Proactively identify adoption barriers and implement action plans to address them.

Strategic Client Relationship Management

• Build strong relationships with executive sponsors, managers, and key stakeholders.
• Lead strategic review meetings and regular business reviews.
• Act as a trusted advisor in information governance, digital transformation, and continuous improvement.
• Advocate for client needs and interests within internal teams.

Value Realization and Business Outcomes

• Define and monitor success metrics aligned with client objectives.
• Ensure expected benefits are achieved and demonstrable.
• Identify opportunities to improve processes, compliance, productivity, and collaboration.
• Share recommendations, best practices, and industry trends to increase client value.

Client Retention, Growth, and Account Development

• Develop success plans for strategic accounts.
• Identify opportunities for additional services, training, optimization, and expansion.
• Collaborate with Strategic Advisors to support the growth of existing accounts.
• Contribute to retention and recurring revenue objectives.
• Turn satisfied customers into Indixio brand advocates.

Voice of the Customer

• Gather and analyze customer feedback.
• Communicate client needs and emerging trends to internal teams.
• Contribute to the continuous improvement of services, solutions, and the customer experience.
• Participate in the evolution of the organization’s Customer Success strategy.

Cross-Functional Collaboration

• Work closely with Professional Services, Support, Sales, Marketing, and Consulting teams.
• Coordinate internal resources to ensure an exceptional customer experience.
• Assist in resolving complex situations and escalations when required.
• Contribute to the improvement of Customer Success processes and best practices.

What Success Looks Like in This Role

Within your first 12 months, you will:

• Build strong relationships with key strategic clients.
• Establish a structured and scalable Customer Success approach.
• Improve solution adoption and utilization rates.
• Contribute to increased customer satisfaction and retention.
• Identify growth opportunities within existing accounts.
• Develop a network of customer advocates willing to participate in case studies, testimonials, and references.

Ideal Candidate Profile

Required Experience

• Minimum of 5 years of experience in Customer Success, Account Management, Consulting, Project Management, or Professional Services.
• Experience managing relationships with senior decision-makers and stakeholders.
• Experience in enterprise software, SaaS, information management, or digital transformation environments.
• Strong relationship management and strategic advisory skills.
• Ability to manage multiple clients and priorities simultaneously.
• Excellent written and verbal communication skills in both French and English.

Experience Considered an Asset

• Information governance.
• Document management.
• Records and information management.
• Digital transformation.
• Microsoft 365 ecosystem.
• Municipal or public sector experience.
• Change management.
• User adoption and training programs.

Skills and Qualities

• Strategic and customer-centric mindset.
• Excellent communication and facilitation skills.
• Strong analytical and problem-solving abilities.
• Excellent organizational and project management skills.
• Ability to influence without direct authority.
• Results-oriented.
• Collaborative mindset.
• Passion for customer success.

Why Join Indixio?

Competitive Compensation

• Competitive salary.
• Performance-based bonus program.
• Career advancement opportunities.

Comprehensive Benefits

• Group insurance plan.
• Group RRSP with employer contributions and profit-sharing program.
• Generous vacation policy.
• Flexible work environment.

Growth Opportunities

• Help shape and grow the Customer Success function.
• Work with leading-edge technologies and top-tier organizations.
• Collaborate with experts in information governance and digital transformation.
• Play a key role in Indixio’s future growth.

The Ideal Fit for Our Team

People say you are:

• Someone who enjoys supporting and caring for colleagues
• Someone with ambition who seeks meaning in their work
• A committed and determined individual who embraces new challenges
• A detail-oriented person who takes pride in teamwork and accomplishments

That’s perfect—ambition, commitment, collaboration, and expertise are the core values of our company!