Job Description
Customer Success Manager
- Toronto, ON
- Full-time, permanent position (Hybrid : 4 days - in office, 1 day- remote)
- A competitive base salary, dental and healthcare benefits (100% covered by the employer), vacation and opportunities to build a career and grow professionally
- Opportunity to work with incredibly talented and innovative people and a good work-life balance with flexible work hours
Who are you?
You are an experienced Customer Success Professional with a proven track record in managing customer accounts effectively and the ability to manage multiple accounts and balance competing priorities. You have experience in solving problems for clients and can go the extra mile. You are a self-starter, a great listener, and you are looking for an opportunity to join a team of the most intelligent, innovative and talented people. Does it sound like you?
Who is the employer?
has partnered with a client, who provides award winning solutions in the secure confidential files sharing and exchange client collaboration platform. They have made the easiest, secure file sharing service available, making work more productive, secure, and compliant.
Their clients range from national enterprises providing financial, insurance, and legal services, to government agencies and regulatory bodies, to small businesses.
What you will be doing
As a new Customer Success Manager, you will be reporting to the Senior Customer Success Manager and will be responsible for answering clients’ concerns and offering top-notch solutions, support and service to clients through multiple channels. This role requires strong passion in customer service, problem solving skills, and a commitment to fostering a collaborative culture of innovation and excellence.
Practically speaking you will :
Build and maintain relationships with key stakeholders within customer organizations to ensure their needs are met and they recognize the full value of the companyProtect and maintain revenue by ensuring high levels of customer satisfactionProactively identify at-risk clients and devise strategies to mitigate churnCollaborate on renewals and take charge of the renewal process for specific accounts.Conduct regular CS check-ins with clients, digging deeper into needs and identifying new opportunities for engagementConduct Quarterly Business Reviews with key customer stakeholders and utilize the company’s adoption data to inform customers and enhance their understanding of the platform.Keep customers informed on the product roadmap and exciting newly released featuresGather and relay customer feedback to the Product Management team to help shape future product enhancementsCreating opportunities for advocacy through video testimonials and case studiesBuild custom Customer Success presentations and demonstrations based on client needs, and present by phone, zoom, and / or in-personServe as the primary point of contact for aligning internal company’s teams and resources with key customers and prospect stakeholdersTrack customer adoption metrics and renewal timelinesThe Details
This is a full-time permanent position based in Toronto, ON working on a hybrid work schedule (Hybrid : 4 days - in office, 1 day - remote) and flexible work hours. In addition to a competitive annual salary, you will enjoy dental and healthcare benefits (100% covered by the employer), vacation and opportunities for professional development.
What will you bring :
Proficiency in English (written, read, and spoken) is essentialPreference for a University DegreeMinimum of 2 years in customer success, account management, or a related field in SaaS environmentsSelf-starter with the ability to learn and ramp quickly, and highly determined to figure things out as you goExecution-oriented with a passion to work in a fast-paced startup environmentA proven track record in managing customer accounts effectivelyExcellent communication skills, with the ability to engage at all organizational levelsStrong organizational skills, with the ability to manage multiple accounts and balance competing priorities.Passion for technology and a strong desire to actively contribute to a team.Strong computer skills, including Microsoft Word, PowerPoint, Excel, and SalesforceExcellent verbal and written communications skills to be able to interact effectively at all levels of an organization including with Office Managers, IT Directors, and C-level executivesStrong business acumen and polished and professional CS presentation skills