Executive Customer Success Manager

3 weeks ago

Toronto ON, Canada Carebook Technologies Inc. Full time

At Carebook, our mission is to create a world of connected health that empowers individuals and brings organizations towards a proactive and lifelong commitment to wellbeing. We believe in a world where everyone has the opportunity to be actively engaged and fully supported in managing and improving their overall health.
Established in 2014, Carebook is a publicly-traded company that acquired both InfoTech, a global leader in health and productivity risk management, and CoreHealth, owner of an industry-leading wellness platform 1, allowing us to expand our offering into the wellness and well-being vertical, and serve a wide range of enterprise clients, including Fortune 500 companies.

We are a certified a Great Place To Work and made the Best Workplaces in Quebec and Best Workplaces for Inclusion lists in 2022, our focus on our people shows. Although our team may be spread across North America, as a remote company, we always have a team-first mentality in a remote-first and flexible environment so you can do your best work anywhere in Canada or the United States, or at one of our office locations in Montreal, Toronto, Winnipeg or Kelowna
 
We are seeking a Customer Success Manager to join the growing Customer Success team. 80% of the time managing two strategic valuable, and high-growth Enterprise clients,
~20% of the time focused on supporting other Enterprise accounts.

This role reports to our Director of Customer Success and works cross functionally with Implementation, Development, Business Analysts, Product and QA to effectively manage the software development projects while driving effective and clear communications to the client. This position is client-facing and requires exceptional organizational skills, strong technical acumen, and project management skills. The Customer Success Manager is a product expert in ensuring the customers are receiving business value from our software solutions. This role requires a technologically competent individual, with an understanding of software development processes.
 
Lead day-to-day client meetings focused on software development and technical support resolution. Communicate feature development specs, project milestones, timelines, and approval requirements;
Responsible for knowledge and documentation management for assigned key accounts;
Establish project plans for special projects that emerge outside of the typical day-to-day account activities;
Continuously evaluate and refine project management processes and best practices and implement improvements to enhance efficiency and effectiveness;
Collaborate closely with Implementation, Development, QA, Technical Support, Product, and Privacy to ensure internal alignment and that accurate information is communicated with the Client 



2 - 5 years of experience working at a Software/SaaS/Technology company in a relevant role, ie. Customer Success, Client Service, Project Management, Account Management, Implementation Specialist, etc.
Familiar with software development processes
Experience using the following tools Jira, Confluence, SharePoint and Microsoft Suite to manage projects
Completion of post-secondary education (ideally at the Bachelor's Degree level)

High-quality Benefits – We offer comprehensive programs for compensation, health benefits (including
Telemedicine service with Maple available to both yourself & your family (24/7)
Work-Life Balance – Remote-first hybrid work model + flexible hours
EDI and Wellness Committees to partake in to prioritize & promote diversity, health and wellness
Diversity, Equity, and Inclusion

We’re dedicated to fostering an inclusive workplace and culture that is directly impacted by the various perspectives, backgrounds, and experiences of our Team Members. For these reasons, applicants from all backgrounds are encouraged to apply. 

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