Equifax

Senior Customer Success Manager

Equifax

full-time

Posted on:

Location Type: Remote

Location: Canada

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Job Level

Senior

About the role

  • Own the Flagship Account: Directly manage the entire post-sale lifecycle for a large, high-profile financial institution
  • Executive Partnership: Partner with the Account Executive(s) to prepare, lead, and deliver Quarterly Business Reviews (QBRs)
  • Drive Adoption and Retention: Proactively manage account health, mitigate churn risk, and identify opportunities
  • Client Advocacy: Serve as the ultimate trusted advisor and escalation point for the strategic client
  • Team Leader & Mentor: Act as the Subject Matter Expert (SME) for complex solutions and financial regulatory context
  • Lead Complex Project Management: Guide CSMs in overseeing post-sale implementation program management
  • Best Practice Synthesis: Translate the successful strategies and methodologies used with the high-profile financial client
  • Voice of the Customer (VOC) Leadership: Own the coordination of internal Centers of Excellence (COE) teams
  • Issue Resolution Strategy: Strategically coordinate and manage the resolution of critical customer issues

Requirements

  • 7+ years of progressive experience in Customer Success, Strategic Account Management, or Management Consulting
  • Minimum 2 years of experience specifically working with Tier 1 financial institutions or highly regulated clients
  • Demonstrated Team Leadership experience (informal or formal)
  • Experience creating and driving structured processes in ambiguous, high-pressure environments
  • Bachelor's degree in a related discipline or equivalent professional experience.
Benefits
  • Professional development opportunities
  • Global team events
  • Competitive salary
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
Team LeadershipClient AdvocacyProject ManagementIssue ResolutionStrategic PartnershipCommunicationMentoringProblem SolvingCustomer Success ManagementAdaptability