HIRING | Full-time position
Customer Success and Growth Manager
The opportunity
Are you looking to join an innovative, fast-growing B2B SaaS startup where you can make a tangible impact every day? Panorama is looking for a Customer Success and Growth Manager who is an expert in customer account management, passionate about human relations, customer satisfaction, and loyalty, and always on the lookout for new business opportunities.
Your mission? To become the architect of the customer experience and one of the strategic drivers of our growth. You will do much more than ensure satisfaction: you will transform our users into true ambassadors for Panorama by maximizing the value they derive from our solution. Through close relationships and active listening, you will anticipate needs, identify opportunities for optimization, and be able to spot and activate upsell and cross-sell opportunities. You will contribute directly to our revenue growth by transforming customer feedback into levers for development.
In a nutshell: you will be the voice of our customers internally and the catalyst for their success externally.
Your everyday impact
- Manage a large portfolio of clients, taking into account their potential and level of usage, by becoming the primary point of contact for key stakeholders.
- Provide onboarding support and training with progressive adoption paths, success metrics, and tailored support to accelerate perceived value.
- Use various communication channels to continuously monitor usage and engagement in order to quickly detect difficulties, implement targeted loyalty initiatives, and intervene early on in at-risk situations.
- Update and expand a comprehensive resource library (tutorials, videos, guides, training courses, best practices) to promote customer autonomy.
- Handle sensitive situations where satisfaction is compromised, identify the causes, and implement the necessary measures to restore a strong and lasting relationship of trust.
- Systematically capture customer feedback (needs, pain points, ideas for improvement) and provide marketing, sales, and product teams with valuable insights.
- Collect and analyze customer feedback on product usability, training effectiveness, and technical support quality.
- Centralize and document this feedback in internal tools (CRM, knowledge bases, tracking dashboards) with rigorous follow-up until resolution.
- Produce clear and relevant reports that enable teams and management to make informed, data-driven decisions.
- Identify, define, and execute initiatives that lead to new business opportunities within the active customer base to contribute to revenue growth.
- Prepare and facilitate renewal discussions by demonstrating the concrete impact of the solutions deployed on customer operations.
- Proactively identify and report opportunities for upselling and cross-selling.
- Anticipate growth drivers by tracking key indicators (satisfaction, retention, LTV, expansion rate) using automated monitoring tools and provide analyses.
- Turn satisfied customers into active ambassadors: seek references and develop case studies and testimonials to support prospecting and thought leadership.
- Maintain and strengthen lasting relationships so that customers become true business partners and unlock opportunities for collaboration.
- Organize and participate in influencer marketing initiatives (round tables, webinars, events, group presentations).
About you
You could be the ideal candidate if:
- You combine strategy and operations: comfortable in a hybrid role combining rigorous customer follow-up and creativity in developing business opportunities.
- You excel at customer relations: you know how to build lasting relationships of trust and transform feedback into strategic insights.
- You identify opportunities: you analyze usage to anticipate needs and identify upsell and cross-sell potential.
- You structure the experience: you design measurable onboarding processes and intervene effectively in delicate situations.
- You are independent, organized, and proactive in a startup environment where several elements are still in the making, with a desire to learn that drives you to constantly improve.
- You have an affinity for governance and/or philanthropy: you understand our clients' challenges and share our mission.
Qualifications
- 2+ years of experience in Customer Success, Account Management, or a similar role, or equivalent experience
- Bilingualism in French and English required, both spoken and written (international environment)
- High level of technological literacy (e.g., proficiency in CRM tools like ChatGPT/Claude, HubSpot, Mailerlite, Canva) and key indicators (retention, expansion, satisfaction)
- Excellent interpersonal and presentation skills
- Growth mindset, eagerness to learn, and adaptability to rapid change
- Alternative profiles welcome: you are currently working in governance or philanthropy and want to make the leap to tech by leveraging your strong interpersonal skills.
Culture, team, and a few extras...
At Panorama, we believe that success comes from a strong culture based on trust, autonomy, continuous learning, and societal impact.
- Dynamic team of 6 people, with shared leadership where every opinion counts
- Hybrid work: 3 days together in the office to foster collaboration, 2 days remotely to promote concentration, with flexible hours
- Possibility of commission-based compensation, offering the opportunity to earn more based on your results
- Up to 2 months per year working abroad (conditions apply)
- Flexible and generous vacation time, because we value rest and long-term commitment
- Up to 20 paid hours per year to serve on a board of directors and contribute to society
- Free coffee, snacks, and drinks at the office, 15% discount at Nautilus Plus Square Victoria, and regular team activities
- A welcoming office in the Ax.C workspace, at the heart of a network of entrepreneurs and innovators
About Panorama
Panorama is SaaS governance software that automates board processes while providing best-practice recommendations. With our innovative technology, we enable boards to create more value and make informed decisions while being more efficient and agile.
We recruit on the basis of our five values and your past experience in making an impact.
- Growth mindset
- Trust and communication
- Focus on customer experience and satisfaction
- Agility and speed with a long-term vision
- Growth mindset, eagerness to learn, and adaptability to rapid change
- Data-driven
Our most recent accolades
- 🏆 Winner of the IMPACT prize 2024 @ Startupfest awarded by the Fonds de solidarité FTQ
- 🏆 Top 20 startup revelations of 2024 by Québec Tech
- 🏆 Top 105 most promising startups @ Web Summit 2023 in Portugal
- ⚙️ Currently incubated at Centech, a 2-year propulsion program among the 10 best in the world according to UBI Global
- Several media appearances including: La Presse, Les Affaires, InfoBref, Le Nouvelliste, etc.
Join an innovation-driven startup, where your impact is real and felt.
The Panorama team is based in Montreal, and we work in person 3 days a week, in our downtown Montreal office (Square-Victoria-OACI metro). If your experience comes close to what we're looking for, don't hesitate to apply.
