Customer Success Manager

3 weeks ago

Old Toronto, Canada Mentimeter AB Full time

As a Customer Success Manager, you will help our customers to make Mentimeter become a core part of their daily work life, by driving adoption and usage of our Enterprise solution. You will partner closely with our Relationship Managers to help our customers become successful in using Mentimeter.

To be able to deliver an amazing customer experience, you will work closely with all parts of Mentimeter (Product, Marketing and Sales). You will serve as a key project manager to assigned accounts, to support effective onboarding, adoption and training to new and existing Enterprise customers when needed.

We use the theory of Predictable Revenue and reference Dropbox and Slack when we see the future of Mentimeter. Mentimeter is a service that is loved globally and our growth has been almost 100% organic.

We believe that a brilliant person with the right ambition can really leverage their time at Mentimeter. We are growing fast, and with us, so can you. Most importantly, we are looking for a candidate who is eager to develop Mentimeter to a world-leading position. You will be one of the leading individuals making this happen.

Responsibilities for the role:

  • Manage a book of Enterprise customers with full responsibility for driving successful adoption and usage
  • Help your Enterprise customers develop successful onboarding, roll-out and training strategies by working closely with C-level stakeholders and key influencers in various departments/teams/regions
  • Build relationships with your customers and act as a strategic advisor on how Mentimeter can help them reach their goals
  • Increase retention through being a client partner in maximizing the benefits of their investment in Mentimeter
  • Work on the adoption of the purchased licenses to increase the value for the customer
  • Set and develop the strategy for best-in-class scalable Customer Success
  • Create efficient usage and ensure customer engagement by leading webinars, workshops and training sessions
  • Utilize Mentimeter, client and other data to derive insights and use these to drive greater client engagement
  • Act as a bridge between sales, product and business development to proactively seek improvement of our Enterprise offering and be the voice of your customers
  • Monitor usage proactively and contact clients upon low usage in order to set a plan to improve their utilization

Responsibilities not included in the role:

  • Closing new contracts (Account Executives do that)
  • The commercial responsibility of current customers (Relationship Managers do that)
  • Day-to-day support (We have minimal support, and a support specialist is responsible for this)

Resources we have to support you:

  • World-class lead generation from the Marketing and Product teams
  • Marketing and Sales team to support in analysis and tactics
  • Sales Operation function
  • Professional CRM and data gathering services (Intercom, Mixpanel, Google Analytics, Salesforce)

Must haves for the role:

  • Experience of 1-3 years of leading international projects together with customers (as a consultant or in an internet-based global company)
  • Passion for building strong and long-lasting relationships
  • Experience from international work
  • Ability to drive many tasks and projects at the same time
  • Great interpersonal skills
  • Interest in data & statistics
  • You are required to have professional level English - we sell to 100+ countries today
  • Excellent communication skills

Nice to have:

  • Additional languages (other than English)
  • Bachelor or masters degree (field not important)

Please note that this position is located at our Toronto HQ, with starting date being flexible yet ideally as soon as possible.

Compensation model:

We strongly believe in the power of togetherness, and we put a lot of effort into collaboration, teamwork and helping each other whenever needed. We believe that every part of Mentimeter, from Sales Development Representatives and Account Executives to Frontend Developers and Marketing Managers contributes equally to our continued success. To foster and emphasize this culture and way of working, we apply a non-commission based salary model in our sales roles, which has proven to be very successful and appreciated across the team. You can read about our benefits and perks here.

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