Senior Customer Success Manager
2 weeks ago
Directly impacting important KPIs such as proactive churn prevention, adoption, expansion, customer retention, plus various project deliverables;
Providing analysis on conversion success, and iterating on opportunity type;
Managing and retaining incoming lifecycle opportunities such as refunds and escalations;
Executing on the most complex (non-technical) customer interactions;
Working on and leading cross-functional customer-driven and departmental projects;
Working as a point of escalation for Customer Account Managers;
Onboarding new employees, mentor and coach other team members to performance excellence;
Sharing feedback with the Product organization to ensure we are building with customer front of mind;
Reaching out to promoters for the brand, referrals, revenue and possible advocacy opportunities;
Previous experience owning Customer Success KPIs
~ Experience developing processes and leading change management
~ Experience with CS CRMs (Gainsight, Totantgo, Churnzero)
~ Clear, succinct and adaptable communication skills to lead onsite strategic business reviews with stakeholders ranging from individual contributors to senior leadership
~ The ability to discuss high-level technical concepts with non-technical stakeholders
~ The ability to prioritize, multi-task and adjust to shifting priorities.
~ Strong knowledge of business processes (Sales, Marketing, Product, Support)
~ Navigate customer organizational structures to identify and build relationships with executives and stakeholders
~ Willingness to travel occasionally for company conferences and customer onsites while adhering to COVID guidelines
Demonstrated experience in enterprise account management
Proven track record in a dynamic startup environment
SaaS Sales or Account Management experience
We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
00 CADCompetitive, equitable salary with top-tier health benefits, dental, and vision insurance
Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. Flexible time off policy, with an encouraged 20 days off per year.
The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio.
Diversity, Inclusion, Belonging and Equity (DIBE) & AccessibilityWe are dedicated to diversity, equity and inclusion .
We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from.
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