Customer Success Manager

6 days ago

Canada Smarter Contact Full time

We're looking for our Customer Success Lead, who has proven results, a track record of enabling customer success, and exemplary leadership in a B2B SaaS company with at least an 8-figure ARR and serving SMBs in the US market. This role reports to the CEO.

About Us:

Smarter Contact is a fast-growing SaaS with a text and voice messaging communications platform enhanced with AI technologies serving real estate professionals in the US market. We're the real estate market leader and always seek performance-driven team members to join our growing team.

About You:

You will champion our customer's success through proactive customer success enablement. You'll lead our customer onboarding, engagement, and retention efforts. This is a hands-on leadership role for someone who is ready to lead a team of direct reports while still rolling up their sleeves as needed, executing with excellence, achieving outstanding results, and reporting to the CEO. The customer success team's North Star KPIs are meeting or exceeding business expansion revenue quotas and reducing customer churn rates with proactive customer engagement and retention programs.

Qualifications:

  • 3+ years in a customer success role at the manager level or above at a Saas company
  • 5+ years in customer success roles at a SaaS company
  • You have a proven track record of meeting and/or exceeding a business expansion quota
  • You have developed and led strategic customer engagement and retention programs to reduce customer churn rates.
  • You're sales-trained and able to identify business expansion opportunities with our customers organically
  • You're not afraid to have long-format video calls presenting and engaging in conversation with customers
  • You're efficient at making a high volume of phone and video calls where you lead the conversation
  • You're a people person, engaging, charismatic, and energetic
  • You're detail-oriented, process-driven, and highly organized
  • You must be a coachable individual, personal in your communications, consistent in your performance, a great team player, and accountable for your work
  • Excellent communication and conversational skills, both written and verbal
  • Proficient or Native level English-speaking
  • Available and willing to work US hours

Preferred qualifications:

  • Experience working at a telecom SaaS company of similar size
  • Experience enabling success for customers in the real estate industry
  • Certifications in customer success that validate your expertise

What you'll do:

  • Lead a team of direct reports and enable their success. Their success is your success.
  • Understand our customer, their use cases, and business objectives.
  • Obsess over enabling our customer's success and proactively find new ways to do so effectively and at scale through customer success programs.
  • Have ownership of the customer onboarding process from subscription to their first campaign to upsells, renewals, and cross-sells.
  • Have daily personal conversations with our customers over phone and video calls, text, and email using our tech stack.
  • Complete all daily customer group and/or 1-1 onboarding and success calls scheduled on your calendar.
  • Complete all daily CRM tasks, which include to-do's, emails, texts, and calls.
  • Manage all customer account relationships assigned to you.
  • Complete account and campaign performance reviews to enable customer success.
  • Proactively identify expansion opportunities to better serve our customers and cross-sell and/or sell product or service upgrades.
  • Produce internal and external process product training material.
  • Perform monthly customer group training calls.
  • Coach, mentor, and train all new customer success hires.
  • Partner with senior leadership to hire new team members.
  • Partner with product and marketing to build and optimize the customer journey map.
  • Partner with product marketing to collect product reviews, build customer case studies, and support customer advocacy programs.
  • Partner and collaborate with all revenue teams (sales, marketing, support, and services) to better serve our customers

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