Senior Customer Success Manager

Job description

An Amazing Career Opportunity for a Senior Customer Success Manager !! Location: Vancouver, Canada Job ID: 50239 The Senior Customer Success Manager (CSM) serves as a strategic partner to customers, ensuring they achieve meaningful outcomes and long-term value from HID Healthcare RTLS solutions. This role owns post-implementation customer engagement through proactive communication, performance assessments (including Quarterly Business Reviews), and actionable recommendations grounded in operational and clinical insights. Working closely with Customer Success leadership, Sales, Product, Professional Services, and Support, the CSM drives adoption, mitigates churn risk, resolves escalations, and supports continuous improvement of process and product based on customer feedback. This role is quota-carrying and is accountable for identifying, influencing, and supporting the sale of new products, services, and expansions within assigned accounts. Who are we? HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: and Identification Technologies (IDT): IDT is creating trusted identities for IoT applications through Smart Components and Enabling Services. HID’s Identification Technologies powers the trusted identities of the world’s people, places and things through smart components and cloud services. We make it possible for people and organizations to transact safely, work productively, and travel freely. Our contactless identification and sensing (RFID, NFC, and BLE) components and solution enabling technologies address the dynamic requirements across multiple industries to wirelessly connect, identify, collect and manage data quickly and accurately across virtually any IoT application. As our Senior Customer Success Manager , you’ll support HID’s success by: Acting as the primary post-implementation account manager for assigned customers, ensuring a consistent and high-quality customer experience that drives retention, loyalty, and growth. Achieving assigned revenue quotas by managing SaaS/ARR performance and identifying upsell, cross-sell, and expansion opportunities in partnership with Sales when appropriate. Supporting renewals and expansion opportunities by providing insights and data that drive value realization and strengthen long-term partnerships. Using CRM tools effectively to manage a portfolio of customers with diverse operational and technical requirements. Creating and maintaining Customer Success Plans that drive adoption, measurable outcomes, and alignment with HID's value framework. Monitoring customer health and satisfaction, proactively identifying risks, and coordinating internal resources to ensure rapid issue resolution and effective escalation management. Driving customer advocacy by preparing customers for NPS participation through proactive engagement, clear expectation-setting, and issue mitigation, while partnering cross-functionally to improve NPS outcomes. Delivering expert guidance on product usage, best practices, and workflow optimization aligned with customer goals and healthcare RTLS use cases. Analyzing customer usage, trends, and feedback to recommend enhancements that improve outcomes, ROI, and customer retention. Representing the voice of the customer internally by providing meaningful feedback to inform product and process improvements and contributing to tools, documentation, and processes that advance the Customer Success function. Your Experience and Background include: High school diploma or GED required. Equivalent education plus relevant work experience may be considered. 4 to 7 years of experience in a customer-facing role such as Customer Success, Account Management, Implementation/Onboarding, Professional Services, or Sales. Strong communication and stakeholder management skills, including the ability to influence operational and executive audiences. Analytical and data-driven mindset; able to interpret adoption/usage trends and convert insights into actionable recommendations. Highly organized; able to prioritize and manage multiple workstreams and projects in parallel. Proficiency with Salesforce (or similar CRM) and standard productivity tools. Ability to translate technical or clinical information into clear, actionable recommendations for customers in collaboration with Product and other teams. Bachelor’s degree in business or a relevant field is preferred. Experience in healthcare, clinical technology, SaaS, or regulated operational environments is preferred. What we can offer you: Competitive salary and rewards package Competitive benefits and annual leave offering, allowing for work-life balance A vibrant, welcoming & inclusive culture Extensive career development opportunities and resources to maximize your potential To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds Why apply? Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply. Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes. Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range does not account for geographic differentials based on the location where the position may be filled. At HID, it is uncommon for individuals to be hired at or near the top of the range. Final compensation decisions depend on the specific facts and circumstances of each case. The base salary for Canda is $85,000 CAD to $95,000 CAD. HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes. HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact . Immigration Sponsorship Not Available Applicants for this position must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered. At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete. We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it. When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences. #LI-HIDGlobal