The Role
Own strategy and long-term success for national and enterprise customers. Provide platform expertise, drive adoption, manage renewals and upsells, deliver trainings/workshops, track KPIs, resolve escalations, and collaborate with internal teams to improve customer experience and retention.
Summary Generated by Built In
At Achievers, we believe recognition fuels performance, and our customers rely on us to help them build workplaces where people truly thrive. As a Customer Success Manager I, you’ll be at the heart of that mission, owning the strategy and long-term success of some of our most important national and enterprise customers.
In this role, you’ll act as a trusted first point of contact, helping customers effectively use and navigate the Achievers recognition and engagement platform. You’ll deliver timely, high-quality support, resolve technical and user inquiries, and guide customers toward best practices to ensure a seamless experience. Working closely with internal teams, you’ll identify trends, escalate complex issues, and contribute to continuous improvements in the support experience.You’ll play a key role in driving customer satisfaction and retention by ensuring issues are resolved efficiently and professionally. By building strong relationships and understanding customer needs, you’ll help enhance overall product adoption and contribute to a positive, consistent support experience.If you’re passionate about helping others, energized by problem-solving, and motivated to deliver outstanding service, this could be the perfect opportunity for you.
How you'll shape Customer Success at Achievers:
- Provide expertise on the Achievers platform and highlight key features and functionality allowing the customer to execute their employee recognition strategies
- Establish measurable goals and KPIs for your customer accounts
- Track all implementation and post-implementation adoption activities
- Drive usage and adoption of the platform and communicate best practices by hosting virtual meetings
- Meet with your customers face-to-face to plan program rollouts and explore cross-functional use cases where Achievers can help meet needs
- Connect with your customers to update on outstanding queries, reports and campaigns
- Manage a revenue pipeline while up-selling and cross-selling within the existing programs
- Lead customer workshops and training around product updates & new features
- Provide regular status reports to stakeholders on progress against established goals and manage account escalations
- Understand your customers’ requirements and their level of adoption of the Achievers platform to proactively assess risk in upcoming contract renewals
- Recognize your peers for being awesome!
Experience we feel will set you up for success:
- 3+ years of account management experience at a software/SAAS company
- Strong business acumen and proven ability to influence decision makers in various sizes of organizations
- Formal sales training through a recognized program
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience in preparing and delivering presentations targeted to a senior audience
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards to identify trends and improve the customer experience
- Demonstrated analytical skills utilizing Excel and/or PowerPoint to arrange and display relevant information during customer business reviews
- Experience managing a sales pipeline and carrying a sales quota
- Strong customer-facing skills including expectation management, communication skills, information management
- Bachelor’s Degree
Why Achievers is a Great Place to Work™
At Achievers, we believe recognition is a powerful driver of connection. With more than 4.3 million users across 190 countries, our employee recognition and rewards platform empowers organizations to build cultures where people feel seen and valued, everyday. We’re a team of passionate, thoughtful builders who care deeply about our product, our customers, and each other. Visit achievers.com to see how we’re inspiring recognition everywhere.
Our Approach to Total Rewards
We’re committed to providing a fair and competitive offer based on what you bring to the team. Each A-Players' compensation is reviewed at least annually against performance and impact in role. We want you to see your path to growth, understand your impact, and feel valued every step of the way.
Our customer success roles follow a defined commission structure that rewards your performance. For this role, the compensation plan follows a 70/30 split for base and commission earnings. $70,000 - $90,000 reflects the base salary range, depending on experience, skills and market data.
Benefits and Perks for permanent full-time employees:
✨ Rewards for your impact through our Recognition and Rewards program
🩺 Health Benefits and Life Insurance Coverage beginning on your first day
👶🏼 Parental Leave Top-up
🙌🏼 Employer matched RRSP contributions
🏖️ Flexible Vacation to recharge, so you can bring your best
🤝🏽 Employee and Family Assistance Program offering mental health, legal, and financial counselling
🚀 Supported professional development and career growth (Linkedin Learning, mentorship)
👏🏼 Employee-Led Employee Resource Groups that celebrate our diversity
🧘♀️ Regular events designed to build connection, belonging, and well-being
🇨🇦 Hybrid flexibility, with time in our beautiful Liberty Village, Toronto office
Achievers is proud to be an equal opportunity employer committed to building a diverse, inclusive workplace where everyone can do their best work. We encourage qualified candidates from all backgrounds and experiences to apply.
Achievers is committed to ensuring an inclusive and accessible recruitment process for all candidates. If you require any accommodations for your interview, such as assistive technology, wheelchair accessibility, or alternative formats of materials, please let us know. We are happy to make necessary arrangements to support your needs.
We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications or analyzing resumes. These tools help our recruitment team but never replace decisions made by real people. We believe in a human-first approach to hiring, where your experience, personality, and potential are recognized by people, not algorithms, and where final hiring decisions are made by humans. If you would like more information about how your data is processed, please contact us.
Skills Required
- 3+ years of account management experience at a software/SaaS company
- Proficiency with CRMs such as Salesforce or other force.com platforms
- Experience managing a sales pipeline and carrying a sales quota
- Formal sales training through a recognized program
- Ability to prepare and deliver presentations targeted to a senior audience
- Demonstrated analytical skills utilizing Excel and/or PowerPoint
- Strong business acumen and ability to influence decision makers
- Strong customer-facing skills including expectation management and communication
- Ability to explain technical solutions, establish goals, develop opportunities, and provide reporting/dashboards
- Bachelor's Degree
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The Company
What We Do
Great culture is the ultimate driver of organizational success. Achievers’ employee voice and recognition solutions bring your organization’s values and strategy to life by activating employee participation and accelerating a culture of performance. Achievers leverages the science behind behavior change, so your people and your organization can experience sustainable, data-driven business results anywhere in the world. Integrated insights fuel smarter solutions that deliver just-in-time nudges to the entire organization and an industry-best customer success and support team guides you on every step of the journey.
