Customer Success Manager Online Communities H/F

4 weeks ago

Toronto ON, Canada Carbon, Inc. Full time

We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We recently raised $66 million USD in Series A from leading investors and serve over 200,000+ sellers to drive growth, maximize profitability and manage with intelligence to scale their businesses.
We're on the hunt for a passionate and experienced Customer Success Manager to join our dynamic tech team. With a customer-first mindset, you'll be the face of our company for our enterprise customers, ensuring they receive exceptional service and never have to worry about the details because you’ve got a handle on them. If you're a motivated, tech-savvy individual who enjoys building relationships and being at the forefront of innovation, Carbon6 could be the place to come build your career.
Guide new customers through our onboarding process, ensuring a swift, accurate setup and creating immediate value for our customers from our solutions. With your help, the road to greater operational effectiveness will be clearly paved for every customer.
Be the Conductor of the Customer Experience: Orchestrate every aspect of the customer experience, from the first interaction to the ongoing relationship management. You will choreograph a harmonious journey for our customers, ensuring each interaction aligns with our commitment to exceptional service and positive outcomes.
Your goal is to drive customer satisfaction that leads to contract renewals and strengthens customer loyalty. You will deliver top-notch service and support that meets their needs and exceeds their expectations, enhancing the customer's trust in our brand. In regular meetings, you will illuminate the impact of our services on their business and highlight the ways in which our service is unmatched.
Build and maintain solid bridges between customers and our company, ensuring smooth communication between all teams for productive collaboration. You will be proactive in recognizing opportunities and risks for our customers, acting as their trusted advisor.
Advocate for Our Brand: Promote our company's value proposition to the market. You will clearly communicate our value, helping customers see the tangible benefits of our partnership.
You will constantly seek win-win solutions that deepen our customer relationships and fuel our growth and theirs.
Track Customer KPIs: Measure and analyze key performance indicators related to customer success. You will make data-driven decisions, use these metrics to inform strategies and approaches, and drive conversations around customer health and happiness.
Proven Experience: You've clocked at least 5 years in sales, business development, or customer service, managing multiple accounts with success.
Organizational Skills: Your organizational prowess enables you to manage multiple customers and projects with ease. Relationship Building : You're a people person with superior interpersonal skills and a knack for relationship management. People can’t help but feel connected to you and you have a way of making people feel confident you’re on their side and will do whatever it takes to do right by them.
You are equally eloquent and comfortable communicating in writing, in person, and when speaking to large groups.
You can foresee the downstream impacts of decisions made today and you use these to inform your approach on everything you work on. You understand when it’s the right time to build fast and scrappy, or slow to scale, and how to balance these things to meet both short- and long-term objectives.
You are autonomous, able to take initiative and drive projects without needing external motivation.
You are relentlessly driven to surpass expectations, transforming ordinary customer interactions into memorable experiences.
You have worked with chargebacks and dispute management for Amazon vendors
Extended health benefits including medical, vision and dental coverage starting on Day 1.
Flexible paid time off that includes paid vacation days and paid personal days.
You'll receive a laptop conveniently delivered to your door to get you started and set up for success Day 1.
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