Customer Success Operations Manager

Remote, Calgary or Ottawa

About Lim Geomatics:

Lim Geomatics is an industry-leading GIS company that develops geospatial software and data for the forest industry to help forestry companies be more efficient with their office and field operations. By doing so, we empower data-driven sustainable forest management.

With our Forestry Geospatial Platform, forestry companies can uncover actionable insights for their timber harvesting supply chain and target, benchmark and optimize forest operations. Compared with other competitive solutions, our products are the only ones that integrate fully with the ArcGIS platform, thereby letting organizations leverage their existing investments in enterprise GIS technology.

At Lim Geomatics, we work the solution with our customers. There is no box. And we don’t settle for the status quo. We celebrate diversity and leverage the creativity and technical expertise of the team. At Lim Geomatics you will help us discover and realize innovative & game-changing products and solutions for our global customers in the natural resources sector.

About you:

You are self-motivated, result driven and engaged individual and enjoy collaborating in team-based environment. You put the customer at the center of everything you do and pride yourself in ensuring their success. Within the customer success team, your goal is to ensure our customers on-board, adopt, and achieve the value they want from all of our products and solutions. As  manager, you are also responsible for the people, projects, and initiatives the customer success team undertakes. You’ll work closely with the Sales and Marketing teams to ensure your customer base is successful and growing, and also with Product teams to ensure our products are achieving the results customers need. You are eager and motivated to build contacts within the customer base while also positioning yourself and Lim Geomatics as trusted advisors to the customer’s technology strategy.

What you’ll do and how you’ll make an impact:

  • Understand and master the use and training of all products within the FGP
  • Be responsible for a portfolio of customers who use our products
  • Be responsible for people within the customer success team, including 1-on-1’s, performance management, and hiring.
  • Connect with customers throughout their customer journey to ensure success in using our products
  • Manage and ensure on-time and successful on-boarding and delivery of our products
  • Assess, manage, and communicate customer satisfaction, pain points, and opportunities with other teams within Lim Geomatics
  • Work with customers to grow, improve, and expand use of the FGP within their business
  • Work with Sales teams to identify growth opportunities for customers
  • Keep a pulse on trends within your customers and the industry as a whole
  • Challenge the customer success team to constantly improve our process and metrics

What we’re looking for:

  • You have 6+ years of customer facing experience with SaaS products
  • Deep understanding of the needs of growing businesses and a strong business acumen
  • Familiarity with customer success frameworks, metrics, and best practices
  • Familiarity partnering with Marketing and Sales Leaders to drive adoption
  • Familiarity with managing both large Enterprise and SMB customers
  • Excellent written and oral communication skills, including experience presenting to technical and non-technical audiences, participating in the sales process, and handling sensitive customer escalations.
  • Ability to work individually and collaboratively within a team environment
  • Tech savvy and eagerness to learn new technology and practices
  • Familiarity with forestry or geospatial software would be a benefit
  • Ability to speak English and French

Apply now