Customer Success Manager

6 months ago


Toronto, Canada Messagepoint Full time

**Customer Success Manager**

**About Us**:
Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications.

Our award-winning platform gives non-technical business users such as marketers, CX teams and product owners intelligent control over the content in customer communications to achieve unparalleled personalization, relevancy, brand consistency, and compliance. Only Messagepoint harnesses AI-powered Content Intelligence to automate and simplify the process of migrating, optimizing, authoring and managing business-critical on-demand, interactive and batch communications across all platforms and channels.

Founded in 1998 as Prinova, Messagepoint has grown from its beginnings as a top global Customer Communications Management (CCM) integrator, to become a leader in the space due to our unique ability to intelligently manage content.

**Summary**

We are looking for a dynamic, ambitious, and driven individual to join the Customer Success team at Messagepoint. As a Customer Success Manager, you are “customer obsessed”; passionate about ensuring the success of our customers on the Messagepoint platform. You will work directly with our customers to understand their business and technical requirements, and work closely with the implementation and support teams to ensure success. You will also have a keen interest in practice building, as we expand our Customer Success practice.

**Responsibilities**:

- Relationship Management:

- Build and maintain strong relationships with key stakeholders at enterprise-level customers, becoming a trusted advisor and advocate for their success.
- Conduct regular meetings and business reviews with customers to assess satisfaction levels, identify opportunities for improvement, and address any concerns or challenges.
- Understand the unique needs and objectives of each customer and collaborate with internal teams to ensure alignment between customer goals and Messagepoint's product roadmap and capabilities.
- Adoption and Onboarding:

- Facilitate the successful onboarding of new customers, ensuring a smooth transition from implementation to adoption and utilization of Messagepoint's products and solutions.
- Develop and deliver tailored training programs and resources to enable customers to effectively use Messagepoint's products and features.
- Provide guidance and best practices to drive user adoption, engagement, and utilization, ensuring customers realize the full value of their investment.
- Customer Growth and Expansion:

- Identify opportunities for customer growth, expansion, and upselling within the existing customer base, collaborating with the Account Management and Sales teams to drive revenue growth.
- Provide strategic guidance to customers on how to leverage Messagepoint's products and solutions to meet their evolving business needs and objectives.
- Customer Health and Satisfaction:

- Monitor customer health and satisfaction, proactively identifying and addressing any potential risks or challenges to ensure high levels of customer satisfaction and retention.
- Track, monitor and report customer success metrics to analyze customer engagement, adoption, and overall success.
- Leverage customer feedback and insights to drive continuous improvement initiatives, influence product enhancements, and enhance the overall customer experience.
- Cross-functional Collaboration:

- Collaborate closely with internal teams, including Product Management, Support, and Professional Services, to ensure seamless customer experiences and alignment across the organization.
- Advocate for customer needs and requirements internally, providing valuable insights and feedback to influence product roadmap decisions and drive customer-centric solutions.
- Act as a liaison between customers and internal teams, ensuring effective communication, issue resolution, and the timely delivery of solutions and services.
- Practice Building:

- Assist in expanding Messagepoint’s Customer Success practice, focusing on enhancing the customer journey through kick-offs, onboarding, adoption, and retention.
- Assist with the creation and optimization of standardized processes, playbooks, and documentation for the Customer Success practice. Demonstrate consistency and efficiency in customer interactions, ensuring best practices are followed.
- Assist with the roll-out and back-end administration of our Customer Success platform, leveraging the platform's functionalities to enhance Customer Success operations. Utilize the platform to proactively monitor customer health, track usage patterns, and identify potential churn risks. Collaborate with cross-functional teams to customize dashboards, reports, and alerts, ensuring accurate and real-time visibility into customer engagement and satisfaction levels.

**Qua



  • Toronto, Canada Messagepoint Full time

    Customer Success Manager About Us: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users...


  • Toronto, Canada Daifuku Co Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...


  • Toronto, Canada Messagepoint Full time

    **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users such as marketers, CX...


  • Toronto, Canada CXApp US, Inc. Full time

    Salary: **Who We Are**: At CXApp, we are the innovators of Indoor Intelligence, delivering actionable insights for people, places and things. Our flagship product the “CXApp” is a workplace experience platform for the enterprise. Our technologies and solutions help enterprise customers deliver a comprehensive business journey in a work ‘from-anywhere'...


  • Toronto, Canada ResQ Full time

    **ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...


  • Toronto, Canada ResQ Full time

    **ResQ**was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...


  • Toronto, Canada Burroughs, Inc Full time

    Description Customer Success Manager POSITION SUMMARY TheCustomer Success Manager(CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....


  • Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...


  • Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...


  • Toronto, Canada Tipalti Full time

    This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In the Manager, Customer Success role, you will be responsible for growing and managing a team that will own the health, retention, engagement, and adoption of our product with our mid-sized customers. You will work closely...


  • Toronto, Canada Burroughs, Inc. Full time

    **Customer Success Manager** **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members...


  • Toronto, Canada Burroughs, Inc. Full time

    **Description** Customer Success Manager **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....


  • Toronto, Canada Carbon6 Full time

    **Who We Are** We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a...


  • Toronto, Canada MaintainX Full time

    MaintainX is the world's 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, McDonald's,...


  • Toronto, Canada Pipeline Gurus Full time

    **Role Overview**: As a Customer Success Manager at Pipeline Gurus, you will be essential in nurturing and expanding our customer relationships. Your primary responsibility will be to ensure that all clients within your portfolio achieve their desired outcomes while using our services and products, thereby driving renewal and expansion opportunities through...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...


  • Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...


  • Toronto, Canada Docebo Full time

    The Customer Success Manager is responsible for empowering Docebo customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption to ensure value realization and renewal. The role will be working with a portfolio of customers as determined by current business requirements and...