Customer Success Manager

Sphera is a global provider of enterprise software and services for environmental, health, safety, and sustainability management. The Customer Success Manager will manage SaaS customer relationships, support onboarding and adoption, monitor customer health and usage data, resolve issues, and contribute to retention and growth activities.

Responsibilities:

• Assist with the onboarding phase and ensure clients meet their key success criteria
• Educate customers on product features, updates, and use cases to drive adoption
• Build strong, trusted relationships with customers through regular check-ins and proactive communication
• Act as a point of contact for your accounts, helping them navigate the platform and resolve questions
• Monitor customer health scores and identify opportunities to improve satisfaction and engagement
• Collaborate with Support, Product, and Engineering teams to ensure timely resolution of customer issues
• Escalate product bugs or feature requests and follow up to communicate outcomes to customers
• Track customer activity and adoption metrics using CRM/CSP tools (e.g., Salesforce, Clari, Vitally, etc.)
• Assist with customer business reviews and preparation of performance reports
• Identify patterns in customer behaviour and surface insights to improve processes
• Contribute to renewal activities by ensuring customers achieve their desired outcomes
• Identify expansion opportunities and collaborate with Sales on cross-sell or upsell motions

Requirements:

• 2–5 years of experience in Customer Success, Account Management, Support, or a related customer-facing role
• Strong communication and interpersonal skills; ability to build rapport with diverse customers
• Passion for technology and willingness to learn SaaS products deeply
• Problem-solving mindset with the ability to manage multiple tasks and priorities
• Experience with CRM or CSP tools (e.g., Salesforce)
• Bachelor's degree or equivalent experience
• preferably in SaaS
• Experience with enterprise SaaS or EHS, sustainability, or product stewardship software