Customer Success Manager — North America

About Valona

Valona is a recognized leader in Market & Competitive Intelligence platforms and services segment. Valona serves leading global enterprises in Europe and North America. Valona’s offering is recognized by Gartner and Forrester as market-leading and the company has invested significantly in AI capabilities, essential in a fast-changing market.

At Valona, our vision is Turning knowledge into a decisive advantage. We believe in pushing one another to learn, grow, and step outside of our comfort zones. We have a supportive environment that fosters personal and professional development. You get to work with skilled and curious colleagues, and be part of a growing AI company.

Valona has operations in multiple locations in Europe and offices in North America, and we employ 25 different nationalities in our team.    

Key details

Location: Toronto, Canada (on-site or hybrid). Remote applicants based in Europe will be considered provided they commit to working full EST business hours (9am–5pm ET).
Working Hours: EST (9am–5pm ET). European-based candidates must be able to work these hours consistently.
Employment Type: Full-time
Reports To: Head of Customer Success
Start Date: ASAP

Responsibilities:

Strategic Business Partnership

• Develop a deep understanding of each customer's industry, competitive landscape, and strategic priorities — not just their use of the platform.

• Position yourself as a trusted advisor at VP and C-suite level, capable of holding substantive conversations about market dynamics, not just product features.

• Connect Valona intelligence directly to customer business outcomes: sourcing decisions, competitive responses, market entry, M&A signals, risk mitigation.

• Bring proactive insight to customers — surface relevant signals or trends from the platform before the customer thinks to ask.

• Help customers articulate and measure the business value Valona delivers, so the renewal conversation is about outcomes, not price.

Customer Value Realisation

• Own the customer journey from onboarding through renewal for a portfolio of approximately 30 customers.

• Ensure customers achieve measurable business outcomes through Valona — not just platform familiarity.

• Conduct regular business reviews that anchor on customer goals and strategic priorities, not product updates.

• Monitor customer health scores and act proactively when engagement or outcomes decline.

Onboarding & Solution Implementation

• Lead the onboarding process for new customers, ensuring a smooth transition from sales to delivery.

• Coordinate with Solution Consultants on solution design and implementation.

• Establish clear success criteria tied to business outcomes, not just adoption milestones.

• Ensure time-to-value is minimised and initial adoption is strong.

Adoption & Enablement

• Drive platform adoption by embedding Valona into the workflows and decisions that matter most to each customer.

• Develop customer-specific enablement plans based on their maturity, use cases, and strategic context.

• Identify and engage new user groups and stakeholders within customer organisations.

• Share best practices and use cases from across the customer base to accelerate value.

Renewals & Retention

• Own the renewal process and proactively manage renewal timelines.

• Identify and mitigate churn risk through early intervention — grounded in outcome data, not just usage metrics.

• Build multi-stakeholder relationships to reduce single-point-of-failure dependency.

• Achieve pod-specific NRR and C&C (churn and contraction) targets.

Cross-functional Coordination

• Work in sync with Account Managers and Solution Consultants on focus customers.

• Flag expansion opportunities to Account Management — framed around customer strategic needs, not upsell prompts.

• Collaborate with Support on technical issues affecting customer satisfaction.

• Provide structured customer feedback to Product and Marketing.

What We're Looking For:

Essential

• Experience: 5–7 years suggested in a Customer Success, Account Management, or consultative advisory role — ideally in a B2B SaaS or information services environment. We care more about the quality of your commercial experience than the number of years; exceptional candidates who are earlier in their career will absolutely be considered.

• Background in or strong familiarity with Manufacturing, Medical Devices, Automotive or Financial Services is a strong advantage. You need to be able to speak your customers' language from day one.

• Consultative approach: You ask questions before proposing solutions. You diagnose before you prescribe. You earn trust through insight, not just responsiveness.

• Proven ability to hold senior-level commercial conversations — as comfortable discussing market strategy as platform capabilities.

• Strong portfolio management — able to balance depth of engagement on strategic accounts with breadth across a ~30-account book.

• Outcome-oriented mindset: you measure your own success by whether customers make better decisions, not by whether they complete onboarding tasks.

• Data-driven: comfortable working with usage data, NRR metrics, health scores, and business impact evidence.

• Fluency in English required. Additional languages a plus.

 Preferred

• Familiarity with competitive intelligence, market research, or market monitoring platforms — you understand why customers buy this category.

• Experience with Salesforce for account and pipeline management.

• Comfortable using AI tools — including Claude — as part of day-to-day workflows: research, customer preparation, communication, analysis.

• Experience with CSM platforms such as Gainsight, Totango, ChurnZero, or similar.

• Experience working in a scale-up or fast-growth environment where the playbook is still being written.

What we offer: 

• Competitive compensation package, including a 8% holiday allowance and a performance bonus of up to 10% of gross salary.

• A senior, client-facing role with real ownership and room to grow with the company.

• Pension, bonus program, and a budget for internal and external training on the path you choose.

• Company matching retirement savings plan (RRSP & DPSP) (after qualifying employment period)

• Medical, dental, life and AD&D coverage

Why Valona

Valona Intelligence, a Leader in the 2026 Gartner Magic Quadrant and Forrester Wave for Competitive and Market Intelligence solutions, combines the deepest validated market and competitive intelligence sources with CMI expertise and accountable AI — giving business leaders a clear understanding of what is happening in their markets, and what it means for their next move. Valona has served global enterprises since 1999.

This role has real scope, real impact, and no bureaucracy.

Ready to apply?

Some people, particularly women, apply only when they meet every requirement. If this role excites you but you don't tick every box, apply anyway. We want to see what you bring!

Have Questions?

For any inquiries or additional information, please contact Nofar:

• Email: nofar.biran@valonaintelligence.com

• Whatsapp: +31 (0)611 53 20 11