Customer Success Executive

4 weeks ago

Canada AirMason Full time

AirMason is a team of ambitious individuals, all based remotely. We created a platform that takes the boring old HR employee handbook, and turns it into a fun and exciting digital handbook that tells employees more about the values and culture of the organization they are a part of.

There are so many broken processes in almost every company. AirMason's mission is to leverage great designs and engineering, to create software that helps everyone work better. Our handbook platform has helped companies like Softbank, Elastic Search, RackSpace, US Olympics, Lacoste, and Mattel -- and we're just getting started.

You can learn a bit more about the founding of the company here:

As Customer Success Executive for all our clients, you will be the first point of contact through Intercom live chat and email queries. You will be partnering with Sales as well as Engineering to help manage and support accounts, reporting directly to the CEO.

Your responsibilities will include:

  • Prompt communication with our clients (over video, phone, email)
  • Handling queries via Intercom and email
  • Ensuring clients are delighted with AirMason user experience
  • Triaging technical requests through our Engineering team and ensuring timely communication to all clients
  • Conducting platform training and demos
  • Checking in with clients regularly (min. once per quarter) to understand satisfaction, requirements, and success metrics.
  • Helping Onboarding team members with implementation
  • Driving product adoption and expansion with new client projects, including introducing additional points of contact.

About You

  • You have 2+ years of customer service or engagement management experience
  • You have 1+ years of experience with technical implementations in large organization structures (companies with 5000+ employees)
  • You've got a history of making clients ecstatic by understanding client ROI, spotting opportunities for new solutions, and providing exceptional communication throughout
  • You're experienced in reducing churn and driving high organic growth
  • You've worked in a large enterprise organization or in a scaling start-up
  • You have experience as a business analyst, client services professional, or another role that would help you have empathy for your team and your clients

Nice to Have

  • You have 1+ years of experience with SaaS implementations
  • You have a solid understanding of web technologies and are tech-savvy

Outcomes

  • Help coordinate the creation and launch of handbooks for customers through our online editor, supported by our copywriters, designers and engineers
  • Track and analyze engagement of customers' handbooks post-launch
  • Help coordinate technical requirements for enterprise clients
  • Communicate product challenges to the Product and Engineering team

About Us

AirMason is a fast-growing startup located in Toronto, with a remote-first team. We provide our employees with competitive compensation, great health benefits, and ownership in our company.

AirMason is an equal opportunity employer. Just like Toronto itself, we believe we are strongest when we combine our diverse backgrounds and skills to work together.

  • Executive Customer Success Manager

    2 days ago

    Canada LTV Full time

    ai, we're redefining customer engagement for e-commerce brands by empowering them with their own AI-powered ambassadors to deliver hyper-personalized Email and SMS interactions at an unprecedented scale. Our platform enables brands to communicate with their audience in a natural and contextually relevant manner, driving higher engagement and conversion...

  • Customer Success Executive

    4 weeks ago

    canada | ca AirMason Full time

    AirMason is a team of ambitious individuals, all based remotely. We created a platform that takes the boring old HR employee handbook, and turns it into a fun and exciting digital handbook that tells employees more about the values and culture of the organization they are a part of.There are so many broken processes in almost every company. AirMason's...

  • Director of Customer Success

    5 days ago

    Canada beBee Careers Full time

    Empowering Customer SuccessWe are seeking a seasoned professional to lead our customer success efforts. As Director of Customer Success, you will oversee the development and execution of strategic initiatives aimed at driving customer success, delivering exceptional experiences, and fostering long-term relationships.The ideal candidate will have a proven...

  • Head of Customer Success

    2 weeks ago

    Canada OpsLevel Full time

    About OpsLevel OpsLevel is the leading internal developer portal designed to help engineering teams build, ship, and maintain software better than ever. We believe that developer portals are the linchpin to a successful developer experience. With customers like Duolingo, Sotheby's, Keller Williams, and Convoy, we know that the best businesses in the world...

  • Customer Success Professional

    5 days ago

    Canada beBee Careers Full time

    Unlock the Power of Cancer Care.We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day.This role requires developing trusted relationships with our customers, understanding their needs and business objectives, executing and overseeing project timelines, customer adoption, and...

  • Customer Success Lead

    3 days ago

    Canada beBee Careers Full time

    We are seeking a highly skilled professional to lead our customer success efforts.About this role:Lead a team of direct reports, enabling their growth and successUnderstand customers' needs, use cases, and business objectivesCritical responsibilities:Develop and execute customer success strategies to drive retention and expansionOwn the customer onboarding...

  • Customer Success Advocate

    17 hours ago

    Canada beBee Careers Full time

    Key Responsibilities">The Customer Success Manager plays a vital role in driving customer satisfaction, retention, and growth. Key responsibilities include:Proactively engaging with customers to understand their needs, challenges, and objectives.Serving as the primary point of contact for assigned accounts, fostering trust and confidence in our...

  • Customer Success Manager Lead

    1 day ago

    Canada beBee Careers Full time

    Job OverviewWe are seeking a skilled Customer Success Manager to lead our efforts in managing customer relationships from new to renew. This role requires a strong understanding of customer needs and the ability to develop strategic plans to drive growth and success.Key ResponsibilitiesManage customer relationships from onboarding to renewal, ensuring...

  • Customer Success Strategist

    5 days ago

    Canada beBee Careers Full time

    About the RoleWe are seeking a skilled Customer Success Strategist to join our team. As an Enterprise Account Manager, you will be responsible for driving customer satisfaction and growth by developing and implementing strategic plans that align with the customers' business objectives.The ideal candidate will have excellent communication skills, a strong...

  • Customer Success Strategist

    2 days ago

    Canada beBee Careers Full time

    Job OverviewWe are seeking an experienced Senior Customer Success Manager to join our team. The ideal candidate will be responsible for driving exceptional customer experiences throughout the post-sales journey.The successful candidate will have a proven track record of managing a portfolio of customers, leveraging product expertise, and developing ongoing...