Customer Success Manager

About Aucctus AI

Aucctus AI is an innovative AI-powered platform designed to accelerate the discovery, testing, and market launch of new ideas for large corporations worldwide. Leveraging nearly ten years of expertise working with Fortune 500 firms, Aucctus combines proprietary AI technologies with design thinking principles to enhance corporate innovation processes and deliver tangible ROI for innovation teams.

Role Summary

We are seeking a Customer Success Manager dedicated to managing enterprise SaaS accounts by fostering strong client relationships and aligning our platform capabilities with customer innovation goals. This role demands a strategic operator skilled at managing client success post-sale, mitigating risks, identifying growth opportunities, and effectively communicating product value to executives in a dynamic startup environment.

Key Responsibilities

• Manage a portfolio of enterprise accounts as the primary post-sale contact and strategic advisor.
• Promote adoption of the Aucctus platform by understanding client business objectives and tailoring solutions accordingly.
• Lead client onboarding including requirements gathering, platform setup, stakeholder consensus, and training delivery.
• Perform regular health checks, delivering insights on platform usage, ROI, and strategic advice to leadership teams.
• Identify at-risk accounts proactively and implement retention strategies to prevent churn.
• Drive account growth through upselling and expansion initiatives based on client maturity and engagement.
• Serve as the customer advocate internally by providing feedback and market trends to product and engineering teams.
• Work closely with sales on contract renewals and collaborate with product teams on development priorities based on customer input.

Core Competencies

• Client Partnership: Establish and nurture trusted relationships across all organizational levels, acting as an integral part of the client’s team.
• Strategic Communication: Clearly translate technical platform features into compelling business value presentations and updates.
• Proactive Ownership: Anticipate challenges and employ data-driven strategies to manage accounts effectively.
• Product Fluency: Acquire comprehensive knowledge of the platform to connect customer needs with product capabilities.
• Operational Rigor: Execute disciplined account management practices including tracking metrics, documentation, and consistent follow-up.

Qualifications

• Bachelor’s or Master’s degree in Business, Communications, Technology, or related fields.
• 3 to 5 years of customer success, account management, or client services experience within a B2B SaaS environment.
• Proven ability to manage complex enterprise accounts involving multiple stakeholders.
• Track record of driving software adoption, retention, and account growth.
• Experience preparing and delivering executive-level presentations and business reviews.
• Knowledge of innovation management, corporate strategy, or design thinking is a plus.
• Strong preference for candidates proficient in AI technologies and project management experience.

Working Environment & Location

• This is a hybrid position with preference for candidates located in the Greater Toronto Area, Canada.
• Occasional travel is required for client meetings and company events.
• Candidates must be eligible to work in Canada and will report to the Head of Customer Success.

Compensation and Benefits

• Base salary range between 80000 and 105000 Canadian dollars with additional equity and performance incentives.

Accessibility and Equal Opportunity

• Aucctus AI is committed to providing reasonable accommodations for applicants with disabilities during the hiring process.
• We are an equal opportunity employer valuing diversity and inclusion regardless of race, gender, religion, or any other legally protected status.