Customer Success Manager
1 month ago
Our Customer Success team is looking for a Customer Success Manager (CSM) to join the team. Our CSMs are our customer’s main point of contact for all things Knak and campaign creation best practices. They will ensure our customers’ success post-implementation by meeting with customers on a regular basis and working with our key contacts to push for a global campaign creation transformation to unlock the full potential and value of Knak. The CSMs will be product and campaign creation process experts. They will be responsible for renewing, upgrading, and cross-selling accounts as well as generating Customer Success Qualified leads for an Account Management team to manage. The CSM will be the customer's trusted advisor and partner, they should be considered an extension of the customer’s team.
Your Responsibilities:- Build deep relationships with our customers and ensure overall positive customer sentiment
- Understand customer’s current state, goals, and their desired value outcomes and identify gaps required to get to their desired outcomes
- Build a success plan to achieve the desired outcome
- Measure the client’s results and progress with the metrics that are important to the customer
- Create and maintain account plans to map each customer from organization structure, business information, process maps, and more
- Proactively recommend solutions that address client needs
- Provide customers with focused training, education and best practices
- Identify high value at-risk customers and lead execution of recovery plans to address the issue
- Be the voice of the customer internally and drive continuous product improvements from customer feedback
- Encourage deeper product adoption and ensure clients recognize value from Knak
- Identify and action opportunities for growth
- Help actively manage and improve the customer experience/journey
- 3+ years of experience in Customer Success/Service
- Comfortable working in a fast-paced, constantly evolving tech environment and the ability to managing competing priorities that stems from that
- Tech-savvy and excited by learning and teaching new technologies
- Strong business acumen with critical thinking skills that apply best practices around various areas: marketing campaigns, campaign designs, process, ROI, data analysis, etc.
- Analytical thinking to derive insights from various sets of data
- Ability to leverage data to identify trends and uncover insights
- Ability to build relationships with senior executives that have decision-making responsibilities and to partner with executives and other leadership levels of the customers’ teams
- Strong communication skills to deliver in-person (and digital) presentations, networking at conferences and trade shows, along with various other forms of communication in writing
- Commercially driven to see accounts grow and expand throughout a customer’s organization
- Measured on: GRR, NRR, CSQLs, NPS, and Account Health Score
- Email or Landing Page experience (Marketing, WYSIWYG editors or HTML/CSS)
- Experience with SFDC, Gainsight, Intercom, Tableau, Sequel DB or Marketo
- Experience in a start-up SaaS/Tech environment
-
Customer Success Manager
5 days ago
Canada, CA Ten Thousand Coffees Full timeWe’re Ten Thousand Coffees (10KC), the only all-in-one social learning and mentorship software focused on facilitating workplace connections and conversations that drive performance. Organizations rely on 10KC to build key relationships between employees to transfer critical knowledge and develop new skills resulting in increased innovation, productivity,...
-
Customer Success Manager
1 month ago
Canada, CA Optibus Ltd Full timeThe Customer Success Manager (CSM) couples technical and client relationship capabilities to help customers meet their objectives on the Optibus platform and deliver value. Our CSMs are Optibus subject matter experts specializing in the value that customers can gain from our platform. They are the voice of the customer, and drive adoption, value realization,...
-
Customer Success Manager
1 month ago
Canada, CA IG Recruit Ltd Full timeJob Title: Customer Success ManagerLocation: Canada / North America - remoteCompany: revolutionizing customer experience with our next-generation CCaaS platform.IG Recruit is proud to be a valued recruitment partner with a global high-growth business. Due to extensive growth, our client is looking to recruit a CSM.Join the growing team as a Customer Success...
-
Customer Success Manager
3 months ago
Canada, CA Optibus Full timeAbout the PositionThe Customer Success Manager (CSM) couples technical and client relationship capabilities to help customers meet their objectives on the Optibus platform and deliver value. Our CSMs are Optibus subject matter experts specializing in the value that customers can gain from our platform. They are the voice of the customer, and drive adoption,...
-
Customer Success Manager
1 month ago
Canada, CA IG Full timeJob Title: Customer Success ManagerLocation: Canada / North America - remoteCompany: revolutionizing customer experience with our next-generation CCaaS platform,IG Recruit is proud to be a valued recruitment partner with a global high-growth business. Due to extensive growth, our client is looking to recruit a CSMJoin the growing team as a Customer Success...
-
Manager, Customer Success
1 month ago
Canada, CA OpenPhone Technologies, Inc. Full timeFor millions of teams working in dozens of industries, day-to-day business gets done on the phone. So why — despite the huge leaps we've taken in design and usability — does most business phone software still look, feel, and act like it was born in the 90s? OpenPhone is changing that.We’re a new type of business phone with a mission to help people...
-
Customer Success Operations Manager
3 weeks ago
Canada, CA Trantor Full timeCustomer Success Operations ManagerThe Customer Success Operations Manager will work with the Customer Success management team to collect and organize operational data. The CS Ops Manager will use this data to generate reports tracking program status and trends and also create presentations for executive leadership. This role is part of a fast-paced...
-
Customer Success Manager
1 month ago
Canada, CA Fortra, LLC Full timeResponsible for driving customer adoption, and growth with a key focus on customer retention. The CSM should be able to articulate the value of their solution to inspire and support customer value realization. The CSM works with customer contacts up to the CXO level, as well as internal department contacts to provide a high-touch experience for strategic...
-
Customer Success Manager
1 month ago
Canada, CA PocketHealth Inc. Full timeWhat if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over a million patients — to discover a better healthcare experience.PocketHealth is a patient-centric platform that enables hospitals and clinics across North America...
-
Senior Customer Success Manager
5 days ago
Canada, CA Ten Thousand Coffees Full timeWe’re Ten Thousand Coffees (10KC), the only all-in-one social learning and mentorship software focused on facilitating workplace connections and conversations that drive performance. Organizations rely on 10KC to build key relationships between employees to transfer critical knowledge and develop new skills resulting in increased innovation, productivity,...
-
Enterprise Customer Success Manager
1 month ago
Canada, CA MaintainX, Inc. Full timeMaintainX is the world leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonalds,...
-
Principal Customer Success Manager
1 month ago
Canada, CA Evisort Inc. Full timeOur mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company’s superhero.We create cutting-edge AI technology that makes contracts searchable and...
-
Senior Customer Success Manager
3 weeks ago
Canada, CA Quandri Full timeWe’re Quandri. We train intelligent robots to power the modern insurance brokerage and agency. We’re on a mission to unlock 10,000,000 hours of repetitive work over the next three years, so that time can be used for more valuable and meaningful endeavors.Every year, billions of hours are wasted on repetitive and manual work. This is work that can and...
-
Director of Customer Success
4 weeks ago
Canada, CA LifeRaft Full timeLifeRaft Director of Customer Success This role will sit within Canada, in the Eastern, or Atlantic Time Zones. Travel to our Halifax, NS office will be required on an as needed basis, frequency dependent on incumbents location. Dedicated to the relentless pursuit of zero missed threats, LifeRaft strives to empower businesses and individuals with...
-
Director, Customer Success
1 month ago
Canada, CA Provation Medical, Inc. Full timeABOUT CENSISIn November 2019, Fortive (NYSE: FTV) acquired Censis Technologies, a fast-growing, highly profitable SaaS business, as part of our growing strategic commitment to both the healthcare sector and the digitization of our portfolio. The Censis acquisition was made shortly after Fortive acquired Advanced Sterilization Products (ASP) from Johnson &...
-
Customer Success Manager
1 month ago
Canada, CA Steinbachonline Full timeGolden West Broadcasting has been connecting communities for over 65 years. We are proud to tell local stories on our radio stations and digital news outlets across Western Canada. Together with Homefield, we help local businesses grow through effective advertising, marketing, and organizational development solutions. We are committed to finding and...
-
Senior Customer Success Manager at Zip
4 weeks ago
Canada, CA Gryaab AB Full timeWe’re looking for a Customer Success Manager to manage our rapidly growing customer base across all industries and customer segments from Growth to Enterprise customers. As a CSM, you’ll be able to work directly with engineering and product while also working with a variety of stakeholders as customers. As every business can benefit from our platform,...
-
Director, Customer Success
1 month ago
Canada, CA Provation Medical, Inc. Full timeABOUT CENSISIn November 2019, Fortive (NYSE: FTV) acquired Censis Technologies, a fast-growing, highly profitable SaaS business, as part of our growing strategic commitment to both the healthcare sector and the digitization of our portfolio. The Censis acquisition was made shortly after Fortive acquired Advanced Sterilization Products (ASP) from Johnson &...
-
Customer Success Executive
4 weeks ago
Canada, CA Mypocketride Full timeAbout Pocketride: Pocketride Inc. is an innovative mobility-based tech startup revolutionizing ride-hailing. Our mission is to provide users with seamless, efficient, affordable transportation solutions. We are a dynamic and ambitious team dedicated to transforming the way people move and connect. Join us in shaping the future of urban mobility! Job...
-
Customer Success Manager, Insurance
4 weeks ago
Canada, CA Nearmap Ltd. Full timeCustomer Success Manager, Insurance (Midmarket)Full-timeNearmap is unique. A global technology company with incredible people; a market-leader with energy and spirit. Nearmap was named as one of the world’s 10 Most Innovative Companies of 2020 by Fast Company magazine – and we are growing!What we doWe provide easy, instant access to high-resolution...