Customer Success Manager (Strategic Accounts) page is loaded## Customer Success Manager (Strategic Accounts)time type: Full timeposted on: Posted Todayjob requisition id: R0040911We are seeking a Customer Success Manager (CSM) to own and grow relationships with our top 30–40 high‐value customers. This role is critical to ensuring customer satisfaction, retention, and long‐term success. This role will reside under the Sales and Marketing arm of System Innovators.As the primary point of contact for strategic customers, you will act as a trusted advisor, internal advocate, and first line of defense for customer needs. You will work closely with Sales, Client Services, and Technical teams to ensure customers receive value, issues are addressed quickly, and opportunities for growth are identified.This is a highly visible role with direct exposure to leadership and customers.**Customer Relationship Management*** Own day‐to‐day relationships for a portfolio of 30–40 strategic accounts* Serve as the primary customer contact for questions, concerns, and escalations* Build strong, trusted relationships with customer stakeholders**Business Reviews & Engagement*** Schedule, prepare, and lead regular Business Reviews with assigned customers* Ensure a minimum of 25% of assigned customers are engaged through Business Reviews annually* Identify customer goals, risks, and opportunities during reviews**Customer Advocacy & Issue Management*** Act as the first line of defense for incoming customer issues* Triage tickets and coordinate internally with Client Services and Technical teams* Ensure issues are tracked, communicated, and resolved effectively**Retention & Growth Support*** Monitor account health and proactively address churn risk* Support renewals and identify expansion or upsell opportunities* Partner with Sales leadership on account strategy and handoffs**Internal Collaboration*** Communicate customer feedback and trends to internal teams* Maintain accurate account notes and activity tracking* Help improve customer-facing processes and documentation**What Success Looks Like*** High customer satisfaction and retention rates* Consistent completion of Business Reviews* Clear visibility into customer health and risks* Strong internal coordination and follow-through* Customers feel supported, informed, and confident in the partnership**Qualifications*** 2–5 years of experience in Customer Success, Account Management, or Inside Sales* Strong communication and relationship-building skills* Highly organized with strong follow-through* Comfortable working with both business and technical stakeholders* Experience managing multiple accounts simultaneously* SaaS or technology services experience preferredHarris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional "Perks"!* We empower our employees to make a difference* We have an award winning culture* We offer opportunity to learn* We are financially strong and we are owned by the largest software company in Canada (CSI)* We have fun!Follow us on social media to learn more about our company values, culture and initiatives!**Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.***If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com**This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.****Our commitment to fair and equitable hiring**. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.*#J-18808-Ljbffr