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Customer Success Lead

3 months ago

Toronto, Ontario, Canada Magical Full time
At Magical, our mission is to revolutionize automation for everyone.

We're a dynamic and innovative team looking for a highly empathetic, resilient, and structured Customer Success Lead to join our team.

If you have a proven track record of empathetically helping customers achieve their goals while renewing and expanding their accounts, then we're going to make magic together

Responsibilities

Your role will involve:

  • Developing an onboarding playbook to activate our customer accounts effectively
  • Creating a segmentation playbook for identifying customers with highest growth potential
  • Establishing customer renewal targets
  • Collaborating crossfunctionally across operations, engineering, product, and marketing teams
  • Developing processes and tech stack to scale customer support and educational materials
  • Identifying new product opportunities based on feedback from customers as well as through own experience with product
  • Enabling our product teams through categorizing, prioritizing, and reporting tickets and product bugs
  • Evangelizing our product in various communities

Requirements:

To excel in this role, you should meet the following requirements:

  • A creative, proactive growth mindset. You are curious about our users' problems and empathetic to their concerns. You love finding creative solutions and proactively look for ways to improve our users' experience.
  • Endlessly resilient. You recover quickly from rejection or failure. You move forward with enthusiasm.
  • Tech curious. You understand the product through and through and learn every quirk to enable customers to solve their problems.
  • Superb and empathetic communicator with strong critical thinking and problemsolving skills.
  • You're able to take ambiguous projects and create structured processes to streamline repetitive work.
  • Has excellent written and spoken English.
  • A minimum of 2 years of experience in customer success, demonstrating a successful track record of renewing and expanding customer accounts.
  • A minimum of 1 year of experience in customer support or clientfacing roles, demonstrating a successful track record of problemsolving with customers and further enabling technical teams.
  • Experienced in tech / enterprise SaaS.
  • Familiarity with Zendesk and other customer support tools.
  • Experienced with proactively contacting customers to show product value (bonus).