Customer Success Manager

Job Description

Job Type: Full-Time, Permanent

Job Location: GTA, Remote with some travel

Reports to: Lead, Customer Success

About Us

ACTO is an AI-powered Intelligent Field Excellence (IFE) platform built for Life Sciences that helps Sales, Marketing, and Medical teams improve customer engagement and brand performance by turning field professionals into "Masters of the Message" who engage HCPs and their support teams with authority and impact. With ACTO, biopharma companies can ensure field professionals are always competent, confident, and credible, delivering the right message to HCPs in face-to-face interactions, while providing senior leaders and frontline managers with the insight they need to drive continuous field force effectiveness. For more information on ACTO for Life Sciences, visit .

Role Summary

As a Customer Success Manager, you will be part of ACTO's growing Customer Success Team managing enterprise and mid-market clients. Your main responsibility will be to build strategic relationships with Executive Stakeholders, success and retention of his clients and additionally the health of each account. You will be responsible for the client journey with ACTO by providing them with proactive guidance, recommendations, best practices, platform training and provide strategic support to implementation specialists on any implementations.

Mission: To become the trusted advisor to the relationship while focusing on the success, retention and growth of each of your client accounts.

Responsibilities

Own and manage the growing client base of ACTO enterprise and mid-market accounts including some of the world's leading organizations in the Pharmaceutical/Medical Devices industries focusing on increasing adoption, customer retention, and customer satisfaction
Develop a Customer Success strategy for your clients, and successfully onboard new clients, assist to realize value, run executive business reviews and ensure client renewals/growth
Develop adoption strategy with your customers to drive increase in usage and engagement
Work with Services team to effectively Onboarding Customers, Train Admins and map out and execute implementation strategy
Completely immerse yourself and build mastery in ACTO's mobile solution, business model, and guide clients on best practices to optimize the consumption of ACTO releases (e.g. governance and change management)
Partner with Onboarding Consultants and Account Executives to ensure successful deployment and engagement with ACTO
Consult with clients on their internal learning and development strategy and challenge leaders to drive change across their organization
Develop detailed account plans and manage in conjunction with cross functional teams on an ongoing basis to manage renewals and identify upsell opportunities for each account
Deliver Executive Business Reviews to senior leaders and key stakeholders to demonstrate ACTO's value, drive Account Plan execution, and identify upsell opportunities
Utilize Salesforce, Replicon, and a variety of customer success, productivity, and AI-powered platforms to manage accounts, streamline workflows, and support data-driven decision-making
Play an integral role as the voice of the client by creating a customer feedback loop with product management to surface client requests and help translate client feedback into product requirements
Collaborate with the Marketing team to educate clients on new product features/releases by running Webinars, Email Campaigns, and User Meet-ups. In addition, grow customer advocacy initiatives such as case studies, references, customer testimonials, etc.

Recommended Experience

Minimum 2 years of experience in a customer success and/or program management role
Ideal candidates will have worked with customers/vendors on large-scale projects
Managed large-scale projects and held customers/vendors accountable on timelines, budget, and deliverables
Worked with enterprise level clients on challenging projects
Life-sciences experience preferred
Bachelor's Degree or Equivalent

What You'll Enjoy About ACTO

Industry-leading, multiple award-winning technology
Competitive compensation package
Being part of a mission driven organization with the ability to drive solutions that focus on improving patient outcomes
Results-driven and collaborative culture that prioritizes employee development and growth
Remote work with opportunities for in-person collaboration and company travel
Company MacBook
Budget for work-from-home set-up
Monthly work-from-home allowance
Participation in group benefits plan
Participation in a Group RRSP
Flexible PTO

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process.

We may use AI-powered tools during parts of our hiring process to help review applications and support candidate communication. These tools are designed to assist our team, but all final hiring decisions are made by human recruiters and hiring managers. If you have any questions or concerns about this process, please let us know.

We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.