Customer Success Manager

1 month ago

Old Toronto Ontario, CA Deliverect Group Full time

Deliverect

As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business.

Reason for the role

The exciting role of the Customer Success Manager (CSM) is to be a strategic and supportive partner for our restaurant, dark kitchen and grocery customers at every stage of their relationship with us. This role focuses on building loyalty with and success for our customers via our product, ensuring long-term retention by presenting product information, addressing customer queries and working closely with Growth Account Managers to identify upsells and facilitate contract renewals. Eager to work directly with our customers, the ideal candidate will have the ability to learn and grasp new software applications, communicate via phone and email with customers and create strategies that grow our customer base.


A Typical Day:
  • Design and execute clear client retention goals, showing the value of the Deliverect product to their business.
  • Monitor client milestones for software implementation, from setup to feature navigation, you will be the subject-matter expert for our customers.
  • Using data and insights, you will show our customers how Deliverect has improved the profitability and efficiency of their business.
  • Appropriately identifying upsells of new features and products we offer, by understanding our client's needs throughout the mutually beneficial relationship.
  • Adding personal touches to each client and creating memorable touchpoints with the Deliverect brand.
  • Develop presentations and educational materials to effectively show customers the value of Deliverect and report to internal departments the activities of your department.
  • Review customer complaints and concerns and constantly seek to improve the customer experience.
  • Manage relationships with the customer and internal teams, helping with renewals and contract negotiations.
Your Expertise:
  • Experience as a Customer Success Manager (B2B and B2C) or Account Manager role with a SaaS company.
  • Ideally, knowledge of Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom.
  • Ability to communicate and foster positive business relationships via phone, email and video call.
  • Technically savvy, ability to grasp new technical concepts, making them understandable for busy business owners and decision-makers.
  • Accountable, organized, and able to work independently as well as contribute to the greater team.
  • Experience in managing multiple tasks, problem-solving and a positive approach to challenges.
  • Relevant educational experience along with experience in SaaS sales.
  • Experience with POS systems is an asset.

Join Deliverect: Where You Shape Tomorrow's Success

At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fueled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation.

Equal Opportunities at Deliverect:

We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive.

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