Customer Success Manager

3 weeks ago

Toronto, Canada ElectroNeek Full time

**We are ElectroNeek**

ElectroNeek, Texas Austin-based, is at the forefront of low-code RPA (Robotic Process Automation), revolutionizing how businesses approach automation. Our core focus is on delivering comprehensive, business-oriented solutions with a strong emphasis on ROI calculation, process visualization, and seamless integration across various environments. What sets ElectroNeek apart is our commitment to empowering business users, enabling them to define processes in a user-friendly manner, and allowing those with technical expertise to create advanced AI-powered software robots for automation. Our approach encourages businesses to prioritize critical automation steps, ensuring optimal efficiency and collaboration between humans and software robots.

Join ElectroNeek for a unique opportunity to be part of a company that bridges the gap between business and tech teams, redefining the automation landscape

**Role Description**

We are currently seeking a **Customer Success Manager** to join our team. As a key liaison between ElectroNeek and its valued customers, you will play a pivotal role in managing customer relationships and guiding them toward success and sustainable growth.

In this role, you will take ownership of our customers' success and their relationships with ElectroNeek. You'll ensure their satisfaction with our products, thereby contributing to their long-term loyalty. Your responsibilities will include monitoring and driving customer business performance, software usage, technical incident resolutions, customer engagement levels, and overall satisfaction. Using a data-driven, consultative approach and leveraging your strong problem-solving skills, you will work closely with customers to maximize their market potential with ElectroNeek. Your efforts will directly contribute to our customers' success and assist them in achieving their automation goals efficiently and effectively.

**Responsibilities**
- Guide customers through ElectroNeek's range of product offerings and resources, facilitating their success with marketing, sales, and project implementation.
- Track, guide and deliver customers' growth within ElectroNeek's success journey: recommended roadmap based on the successful experience of current customers.
- Proactively follow up with customers based on ongoing projects, trends, and/or previous needs.
- Maintain accurate client records in our CSM software (Planhat) by keeping track of any contract updates, upsell opportunities, and registering all tasks and commitments, ensuring that nothing is overdue, and consistently identifying the next actions for upsell and expansion opportunities.
- Identify upsell, and cross-sell opportunities and help partners find the best offer to accomplish their business goals.
- Monitor customer's health by collecting and analyzing data related to their usage, technical requests, project implementation, communication engagement, and feedback.
- Collaborate with internal departments to fulfill client needs, including analyzing customer requests and effectively communicating follow-up and guidance to internal teams.

**Requirements**:

- 5+ years of experience in customer success management, including ownership of accounts revenue.
- 10 years total experience in the IT industry.
- Strong business acumen and strategic vision, capable of conducting structured analyses and developing detailed action plans.
- Understanding of business and SaaS metrics (ROI, ARR, MRR, margin/ rate, Churn rate, Retention rate).
- Experience with product usage statistics (telemetry, Mixpanel).
- Familiar with technology in general, or RPA specifically (big asset).
- The ability to communicate technical information effectively with customers.
- Strong persuasive skills are a must, including the ability to make a convincing case to customers.
- Experience with CSM software systems (Planhat, HubSpot, etc).
- Being comfortable learning new technologies, software, and processes.
- Problem-solving, critical thinking, excellent communication skills and strategic planning are paramount to success as a CSM.
- You’ve worked in a fast-growing tech startup. You know exactly what that entails.

Conditions:

- Weekdays, 9 AM - 6 PM CT.
- Paid time off and vacation.
- Tech-enabled environment.
- A fantastic compensation plan for overperformance. If you're committed to breaking records, you'll be rewarded with a commensurate level of compensation.
- Significant depth of industry experience in our leadership team, and a deep-seated desire to share this hard-won knowledge. If you bring the effort, we’ll help you with the roadmap every step of the way.
- An exceptionally tight-knit team of friendly colleagues.
- Opportunity to work with an internationally distributed team. Our team members come from a variety of backgrounds and locations, providing you with a diverse and dynamic work environment.
- We offer a stock option plan that allows you to share in our company's growth and succe

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