Client success manager Jobs in Cambridge, ON

Overview

RouteThis is a Waterloo-based B2B software company whose time has come to level up! We’re on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.

As the Senior Customer Success Manager - Enterprise , your role is to drive the strategy, execution and success of RouteThis’ Enterprise tier accounts post sale and adoption. Your goal will be to understand executive priorities and drive a cross functional group to deliver solutions that ensure high Customer Health and renewal rates

We care deeply about our customer’s success, innovation, working together, and moving fast and are looking for people who share these values and are ready to execute against them every day.

Responsibilities

• Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 mil ARR each), including all aspects of risk identification / management, program definition / execution, customer health and retention / renewal
• Build deep, diversified relationships at all levels for owned accounts. Communicate effectively with different audiences within customer accounts and RouteThis
• Manage changes in executive leadership at customer accounts, when needed, reselling the value that RouteThis brings
• Connect customer initiatives and problems into expansion and renewal success
• Deeply understand customer business, including their strategic goals and how those translate into departmental projects
• Solution within those strategic priorities to grow the value each customers gains from RouteThis every year
• Design and execute compelling business reviews for executives, including driving regular ROI studies leveraging customer owned data and review of customer configuration health
• Ensure high health scores via ROI understanding, building multi-threaded relationships at the executive level, and providing opportunities for continuous growth towards strategic priorities in your book of business

Qualifications

Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.

Who we are : RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve connectivity issues or help customers to solve them themselves before even needing to call.

We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!

Why RouteThis?

Opportunity : As a rapidly evolving startup, we are constantly facing new challenges and opportunities, while working with us, you can jumpstart and shape your career.

Team : At RouteThis you will be working on a highly-motivated team, each team member has been carefully selected to ensure there is a fit with our values of One Team, Customer First, Innovate and Own It.

Fun and Flexible : We believe that work should be fun and engaging. We host social events both in person and virtual. We offer flexible work arrangements. For those working Hybrid option there is onsite gym conveniently located at our downtown Kitchener office. In the office we offer weekly lunches. For those remote we offer other opportunities for social activities.

Total Rewards : The expected total compensation for this role is $125,000 - $154,000 CAD. This is inclusive of base salary and variable pay.

Benefits through Manulife - Medical, Dental, Vision

Employee Assistance Program

Equity- Stock Options

3 weeks vacation plus an additional 10 days around statutory holidays to make long weekends longer.

Please note : We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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