Customer Success Manager

2 weeks ago

Waterloo, Canada Plum Full time

With our recent round of growth funding, we are growing our Customer Experience team and looking to add a new Customer Success Manager. Reporting to the Director of Customer Experience, you will focus on creating a best-in-class experience for our customers through effective onboarding of Plum talent solutions, and ongoing guidance in their customer journey.

**WHAT YOU’LL DO: ONBOARDING & ACCOUNT MANAGEMENT**
- Manage implementation, ongoing training/support of Plum’s SMB customers
- Own administration duties (e.g., Hubspot record keeping, renewal management)
- Drive retention and growth by understanding customer needs and helping them succeed
- Utilize a consultative approach to become a trusted advisor
- Guide clients through platform implementation, stakeholder management, and change management
- Meet regularly with key account stakeholders to identify growth opportunities and provide support
- Maintain communication with customers about adoption trends and mining opportunities for deeper engagement
- Conduct Business Reviews at appropriate cadence and complexity
- Communicate customer feedback to Plum exec/product team to stay competitive.

**Bottom line, you are a fast-paced, detail oriented, and customer-centric execution machine.**

**WHAT YOU’LL NEED**:

- Results-driven in high-growth company environment
- Strong project management experience
- 2-3 yrs exceeding quotas in customer-facing role
- Proven SMB account execution and management skills
- Excellent communication and presentation abilities
- Proficient in pipeline management and forecasting
- Demonstrated mid-level business growth in sales/customer success with process-oriented approach

**Bonus**:

- HR tech, Talent Acquisition, Talent Management, EIM, ATS, and HCM experience an asset but not required.

**WHO YOU ARE**:

- You're a team player who's self-confident, highly motivated, and customer-centric.
- You show urgency, problem-solving skills, and handle multiple projects in a fast-paced environment.
- You own new processes, learn and adapt quickly.
- You communicate effectively and are emotionally aware to align with stakeholders.
- You're motivated by challenges, stay positive and adaptable.

**Ready to Begin?**

**About Plum**

At Plum, we believe in transparency, commitment, and a culture of support and team orientation through the following initiatives:

- Flexible work schedule
- Family and furbaby friendly
- Fun quarterly company events and activities.
- Coaching and internal growth

Plus, we offer health benefits with a focus on mental health and wellness. Our goal is to create a collaborative atmosphere where everyone feels supported and valued. Plus, we actually like each other and genuinely enjoy each other’s company... that’s priceless

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