Manager, Customer Success

Overview

Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. For this position we are looking for someone who can collaborate with the team in person a few times a month.

Position

Manager, Customer Success to join our growing S & I (security and investigations) team. This role leads a team of customer success managers to promote revenue and retention success. It is a key role at the pinnacle of leading the Customer Success team and involves developing and closing sales leads through coaching and setting goals. You will collaborate with a broad range of internal stakeholders to ensure new business travels through the organization swiftly and effectively.

About Resolver

Resolver is a high-growth SaaS company whose no-code platform gives customers a clear picture of their risks so they can make quick and effective decisions. As part of the Resolver team, your work will help transform risk management into risk intelligence to protect people and assets and deliver on the company’s purpose. Resolver is part of Kroll and offers an innovative, non-hierarchical work environment with the stability and security of an enterprise. Resolver has been named one of Canada’s Great Places to Work six years in a row.

Your day to day

Revenue Growth (35%)

Measure of Success: Motivates to sustain maximum energy. Advise on how to win and help develop and improve selling capabilities.

• Lead the Customer Success team to qualify, develop and close sales leads through goal setting and coaching.
• Collaborate with internal stakeholder teams (Professional Services, Legal, Information Security) to ensure deals move to close in a timely manner.
• Identify areas of risk within deals/funnel and assist CSMs in overcoming relevant challenges.

Team Building and Development (20%)

Measures of Success: Motivates team members towards targets through hands-on coaching. Manages performance effectiveness with continuous feedback.

• Motivate the team to exceed expectations.
• Mentor and coach the team in the achievement of key results and better work with the customer to set objectives and define the value of acquiring Resolver products.
• Work with the team to advance their skills and progress in their careers.

Customer Retention (25%)

Measure of Success: Work with the Customer Success team to develop best practices around business reviews and customer outreach.

• Work with the CSMs and internal stakeholders to manage and resolve escalations.
• Develop and implement playbooks around best practices for customer satisfaction.

Strategic Direction (10%)

Measure of Success: Participate and contribute to the overall strategy within the division, including product direction, positioning, targeting, and marketing efforts.

• Collaborate with executives and other stakeholders to establish sales targets and priority markets.
• Develop sales and retention motions to drive success within CS.

What you will bring

• Between 2-4 years in a sales leadership position (required).
• Bachelor’s Degree (or equivalent).
• Up to 5 years of sales experience.
• Experience with software and/or technology is an added bonus.

What we’ll give you in return

Resolver is one of Canada’s Great Workplaces. We invest in Resolverites who will grow with us and offer a comprehensive rewards package:

• Health and wellness benefits: 100% paid by us for health, dental & vision from day one.
• Professional development: external learning budget, regular workshops, e-learning, Career Development Program, and Coaching Program for managers.
• Vacation: open vacation policy with typical ranges around 3–4 weeks per year.
• Parental leave: top-up for new parents – 100% for 15 weeks for new parents and an additional 5 weeks for birth mothers.
• RRSP: Matching up to 2.5%.
• Flexibility & trust: option to work remote or in-office depending on role needs and collaboration.
• In the office: snacks, beverages, and in-office social activities; remote teammates are included in socials.
• Salary range: $115,000 – $130,000.

Interested? If you want to work in a highly collaborative environment and are committed to making a difference, we’d like to meet you. Click below to start the process. We appreciate all interest and will reply to qualified candidates. Resolver is committed to providing accommodations for all persons with disabilities. If you require accommodation during the recruitment process, please notify the applicable recruiter or contact us at careers@resolver.com.