Customer Success Manager

7 months ago

Ottawa, Canada Knak Full time

**Knak is a mission-driven company**

Why? Because our time is limited, our competition is fierce, and our margin for error is small. For us to have the greatest impact on the world, we need to be laser focused on our core mission, which is...

**_ Empowering people to be creative._**

That's why Knak exists.

Oh, and we have a bit of fun while doing it, too

**The Role**:
Our Customer Success team is looking for a Customer Success Manager (CSM) to join the team. Our CSMs are our customer's main point of contact for all things Knak and campaign creation best practices. They will ensure our customers' success post-implementation by meeting with customers on a regular basis and working with our key contacts to push for a global campaign creation transformation to unlock the full potential and value of Knak. The CSMs will be product and campaign creation process experts. They will be responsible for renewing, upgrading, and cross-selling accounts as well as generating Customer Success Qualified leads for an Account Management team to manage. The CSM will be the customer's trusted advisor and partner, they should be considered an extension of the customer's team.

**Your Responsibilities**:

- Build deep relationships with our customers and ensure overall positive customer sentiment
- Understand customer's current state, goals, and their desired value outcomes and identify gaps required to get to their desired outcomes
- Build a success plan to achieve the desired outcome
- Measure the client's results and progress with the metrics that are important to the customer
- Create and maintain account plans to map each customer from organization structure, business information, process maps, and more
- Proactively recommend solutions that address client needs
- Provide customers with focused training, education and best practices
- Identify high value at-risk customers and lead execution of recovery plans to address the issue
- Be the voice of the customer internally and drive continuous product improvements from customer feedback
- Encourage deeper product adoption and ensure clients recognize value from Knak
- Identify and action opportunities for growth
- Help actively manage and improve the customer experience/journey

**What You Should Have**:

- 2+ years of experience in Customer Success/Service
- Comfortable working in a fast-paced, constantly evolving tech environment and the ability to managing competing priorities that stems from that
- Tech-savvy and excited by learning and teaching new technologies
- Analytical thinking to derive insights from various sets of data
- Ability to leverage data to identify trends and uncover insights
- Ability to build relationships with senior executives that have decision-making responsibilities and to partner with executives and other leadership levels of the customers' teams
- Strong communication skills to deliver in-person (and digital) presentations, networking at conferences and trade shows, along with various other forms of communication in writing
- Commercially driven to see accounts grow and expand throughout a customer's organization
- Measured on: GRR, NRR, CSQLs, NPS, and Account Health Score

**Nice to haves**:

- Experience with SFDC, Gainsight, Intercom, Tableau, Sequel DB or Marketo
- Experience in a start-up SaaS/Tech environment

**What We Offer**

At Knak we have four foundational pillars. Culture, customers, product and growth. Culture is our number one pillar because we know that is at the core of building a strong company that can build amazing products and delight our customers. We do this with a laser focus on hiring the right people who are smart, positive and who want more than the typical nine-to-five offers.

We offer an extremely rewarding, second to none work environment as acknowledged by Ottawa's Best Places to Work 2022 We show our investment in our people through our competitive salaries, equity in the company, great benefits, paid vacation, Life leave days (because life happens), team lunches and off-sites, and most importantly our commitment to YOUR career growth.

If this sounds like something you're looking for, then we'd love to hear from you
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