About Us: At International Development Resources (IDR), we believe that our greatest asset is our people. We're a diverse, passionate, and forward-thinking team that values creativity, collaboration, and continuous learning. When you join IDR, you become part of a global network dedicated to building technology that transforms businesses and makes a real-world impact.
The Opportunity: We are looking for a value-driven Customer Success Manager who thrives in industrial and manufacturing environments. This is not a "plug-and-play" role; you will be a builder, helping to shape CS frameworks while managing a portfolio of Enterprise and Strategic accounts. You will be responsible for ensuring that our product isn't just a tool, but a driver of measurable ROI for our clients.
What You Will Deliver in the First 12 Months:
Portfolio Ownership: Complete introductory meetings with all assigned accounts within 60 days. By day 90, have documented Success Plans for all Strategic accounts tied to specific business objectives.
Product Adoption: Assess current usage versus potential. Execute targeted plans to move customers up the "maturity curve," showing demonstrable improvement within the first year.
Visible ROI: By month 6, ensure every QBR (Quarterly Business Review) includes a clear value narrative that the customer can use internally to justify their investment.
Strategic Engagement: Expand the coverage and quality of QBRs, embedding a value-driven approach into every interaction.
Retention & Renewals: Proactively manage renewals to hit GRR (Gross Retention Rate) and logo retention targets. No renewal should be a surprise; at-risk accounts must be flagged early with intervention plans.
Expansion Pipeline: Identify upsell/cross-sell signals through data and conversations, contributing to NRR (Net Retention Rate) growth by surfacing a defined expansion pipeline.
Framework Building: Review and improve existing CS frameworks. Document what works and help shape the processes the team will scale on.
End-to-End Journey: Partner cross-functionally (Sales, Support, Product) to refine the customer journey and ensure seamless engagement at every touchpoint.
Competencies That Matter Most:
Value & ROI-Driven Mindset: You lead with impact, not just features. You help customers see and articulate the financial and operational impact of their investment.
Deep Industrial Fluency: You understand maintenance management and the operational realities of manufacturing and mining. This is central to the role.
Builder Mindset: You are energized by an environment where processes are still being shaped and want to contribute to the "how."
Proactive Ownership: You anticipate risks and take initiative without being asked.
What We're Looking For (Requirements):
Experience: 3–6 years in Customer Success, Account Management, or Client Services within a B2B software environment.
Domain Expertise: Significant experience in manufacturing, industrial, or operational environments is required. You must understand CMMS, asset management, and maintenance operations.
Retention Track Record: Proven success in managing a portfolio with strong retention and renewal results.
Language Requirements (Mandatory): Bilingual in French and English (written and verbal). For French, a certificate of DELF (B2) or DALF (C1) is required.
Technical Skills: Proficiency with Salesforce and/or Microsoft Dynamics CRM.
Consultative Skills: Ability to lead executive-level QBRs and translate technical capabilities into business value.
Readiness to work in the office from 15:30 till 23:30 to have an optimal overlap of work hours with Canada based teams.
Nice to Have:
Experience navigating a CRM migration or major tooling change.
Background in scaling a CS function within a growing organization.
Why Join Us?
Stability & Innovation: A role within a stable company that is continuously innovating.
Growth Opportunities: Defined paths for professional de
