HIRING | Full-time position
Customer Success and Growth Manager
The opportunity
Would you like to join an innovative and fast-growing B2B SaaS startup where your impact will be tangible on a daily basis? Panorama is looking for a Customer Success and Growth Manager who is an expert in strategic account management and business development, passionate about human relations and customer loyalty, and always on the lookout for new opportunities for expansion.
Your mission? To become the architect of the customer experience and the main driver of our growth. You will do much more than ensure satisfaction: you will transform our customers into true business partners and sources of growth, maximizing their expansion potential while representing Panorama in the ecosystem. As a true pillar of our influence and growth, you will represent Panorama in client presentations, industry events, and business development initiatives. 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 developing lasting relationships with our clients and transforming them into levers for expansion.
In a nutshell: you will be the ambassador for our growth and the strategic partner for our clients.
Your everyday impact
- Manage a large portfolio of strategic clients with a focus on their expansion potential, becoming their preferred business partner
- Provide onboarding support and deliver the necessary training with progressive adoption paths, success metrics, and tailored support to accelerate perceived value and maximize adoption
- Identify and execute upsell and cross-sell initiatives to contribute significantly to revenue growth
- Prepare and negotiate all renewals by demonstrating concrete impact and return on investment (ROI), while presenting opportunities for optimization and expansion
- Proactively follow up with customers through various channels to validate their needs and identify opportunities for expansion, as well as situations that pose a risk, and intervene when necessary.
- Manage delicate and risky situations where the business relationship is fragile in order to restore trust and secure future revenue
- Implement, monitor, and optimize key commercial performance indicators (LTV, expansion rate, account potential, training needs, pipeline)
- Systematically capture customer feedback (needs, irritants, testimonials, references) and feed the team with these valuable insights
- Produce clear reports that enable the team to make informed, data-driven decisions
- Represent Panorama in strategic client presentations, industry events, discovery calls, and important negotiations
- Lead presentations and demonstrations for qualified prospects, bringing your sales expertise and concrete customer success stories to the table
- Organize and participate in influential marketing initiatives (round tables, webinars, networking events) that generate business opportunities
- Generate leads through your professional network (participation in networking events, development of prospect lists, proactive outreach)
- Develop strategic partnerships with our current customers and external collaborators to create business synergies
- Turn customers into active ambassadors to create a ripple effect and generate organic referrals
- Create editorial content (case studies, customer testimonials, articles, tools, guides, videos) to position Panorama as a thought leader in the governance ecosystem to support the entire sales cycle
- Develop high-performance content tools that generate qualified leads and accelerate conversions
- Actively participate in content strategy by identifying promising topics and key messages that resonate with our target audience
About you
You could be the ideal candidate if:
- You excel in human relations: you know how to build lasting relationships of trust in a hybrid role combining rigorous customer follow-up and creativity in developing commercial opportunities
- You actively contribute to commercial growth: you identify upselling and cross-selling opportunities, generate leads, and participate in the development of new offers, partnerships, and events
- You structure the customer experience: you design measurable onboarding processes and intervene effectively in delicate situations
- You are autonomous and results-oriented in a startup environment where several elements are still to be built, with a thirst for learning that drives you to exceed your goals.
- You have an affinity for governance and/or philanthropy: you are interested in our customers' challenges and share our mission.
Qualifications
- 2+ years of experience in B2B account management, business development, or a similar role, or equivalent experience
- Bilingualism in French and English required, both spoken and written (international environment)
- Excellent interpersonal and presentation skills, with a knack for identifying and seizing opportunities and an ease in representing the company in a variety of contexts
- Growth mindset, eagerness to learn, and adaptability to rapid change
- High technological literacy (e.g., proficiency in CRM tools, ChatGPT/Claude, HubSpot, Mailerlite, Canva, and key indicators (retention, expansion, satisfaction)
- Alternative profiles welcome: you are currently working in governance or philanthropy and want to make the leap to tech by leveraging your strong interpersonal and business development 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 social impact.
- A dynamic team of five people (you will be the sixth pillar), 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
- Possibility of working abroad (conditions apply)
- Flexible and generous vacation time, because we value rest and long-term commitment
- Paid time 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 space, 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.
