Customer Success Manager

1 week ago

Old Toronto, Ontario, Canada Lillio Full time

About Lillio and Our Mission:

Join us at Lillio, formerly known as HiMama, where we are dedicated to being the voice of the early childhood education workforce. We provide the essential tools for high-quality care and education, allowing educators to focus on what truly matters for children's development: relationships, play, creativity, and nurturing caregiving. As a B Corporation, our goal is to empower early childhood educators with innovative solutions to enhance child outcomes and support professional growth. If you're passionate about being part of a business that makes a difference in early childhood education, Lillio is the place to be.

We are a Series B company backed by private equity and proud to belong to the Bain Double Impact portfolio. Recognized as an industry leader, we were recently featured in Fortune's 2023 "Impact 20" list, showcasing organizations that tackle social and environmental issues.

We're looking for...

We seek enthusiastic and driven Customer Success Managers eager to excel in a dynamic, fast-growing environment. Ideal candidates thrive on engaging with customers and meeting high expectations within a collaborative team. Your role involves maintaining customer relationships with a focus on reducing churn, supporting customers at different stages, and providing valuable feedback to shape our products. By joining our social enterprise, you will play a vital role in improving outcomes for children globally.

The CS Team

At Lillio, our CS team is a close-knit group committed to ensuring customer success. We collaborate to influence product decisions, solve issues, and deliver top-notch customer experiences. Adaptable and agile, we work together efficiently, supporting each other's growth within the team and broader company.

Your CS Leader

Our Director of Customer Success at Lillio is a leader focused on unlocking team potential to achieve success. She values curiosity, ownership, and a growth mindset, driving continuous improvement. Collaborate with her if you enjoy innovation, iteration, and personal development.

How You'll Make an Impact:

  • Proactively engage customers at risk of churn
  • Manage churn requests and gather feedback for future improvements
  • Collaborate with onboarding and support teams for customer satisfaction
  • Turn challenges into opportunities by providing efficient solutions and follow-up
  • Advocate for customer needs within the organization
  • Identify process enhancements for improved efficiency and outcomes

What You Bring to the Table:

  • Bachelor's degree or equivalent
  • 1-4 years of relevant experience
  • Excellent communication skills and customer-centric approach
  • Passion for personal growth and problem-solving
  • Ability to handle difficult situations with confidence
  • Strong organizational and relationship-building skills
  • Tech-savvy with a drive to make a positive impact

Nice to Haves:

  • Experience in retention, upsell, or sales

Lillio Perks

-- Flexible remote work policy

-- Comprehensive health benefits

-- Retirement savings and HSA contributions

-- Paid time off and professional development opportunities

-- Access to mindfulness and meditation platform

-- Team-building activities and celebrations

Accessibility

At Lillio, inclusiveness, equity, and accessibility are core values. We accommodate applicants throughout the application process based on individual needs.

Commitment to Diversity

Lillio fosters a diverse and inclusive workplace, promoting a safe environment for all employees to thrive. Our focus on diversity, inclusion, and belonging is ingrained in our culture through various initiatives and discussions.

Equal Employment

Lillio is an equal opportunity employer, considering all applicants fairly without bias.

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