Customer Success Manager

3 months ago

Vancouver, Canada Shiftboard Full time

We are looking for the next member of our outstanding customer success team Customer Success Managers are responsible for client retention, satisfaction, and interaction with multiple internal functions. You will interact with customers on a regular basis, providing them with support, guidance, and knowledge resources to ensure they maximize value from their Shiftboard workforce scheduling solutions.

Customer Success Managers collaborate with Account Management (part of Sales), Customer Experience (part of Marketing), Product Management, Implementation, Customer Support, and Training services to deliver value-add solutions, tools, and advice to delight users, retain and increase customer adoption, promote brand loyalty, and increase revenues.

Your duties will include proactively checking in with existing clients at scheduled intervals, answering technical and non-technical customer inquiries, providing coaching on user adoption, consulting on best practices, providing advice on corporate change management, providing additional training, communicating system improvements, and managing customer feedback. You will collect and respond to user feedback, and coach Shiftboard advocates at your customers. You will also ensure that all internal stakeholders are up to date on your customers' key activities and product feature needs. You will contribute to documentation, help expand our social media presence, and may write articles for our blog.

**Who we're looking for**

You want to maximize the value of Shiftboard solutions to our customers. You understand that SaaS businesses sell a solution and not just a product - and that the solutions we provide are for the customers that use them. You are passionate about delighting users and are eager to coach and guide them on how they can best leverage our solutions. You look for ways to maximize value and optimize our service offerings throughout the customer lifecycle from sale to post-launch.

You are social and analytical, possess an aptitude for learning and using new software, and can communicate clearly and effectively. You have the ability and interpersonal skills to build relationships and trust with new customers and see yourself as an advocate for customers within Shiftboard. You are ready and willing to navigate the Shiftboard organization on a customer’s behalf to ensure we gather the right requirements, configure appropriate solutions for their needs, deliver the complete solution into users' hands, and leave them confident and successful in using the software. You know there's no perfect solution, but you feel pretty good when you've come close

**What you'll do**
- Collaborate with Account Managers, Customer Experience, Implementation, Product Management, Customer Support teams, and other colleagues to maximize the value of Shiftboard solutions to our customers, drive user adoption, and address any customer concerns that could impact annual renewal
- Promote the value of the Shiftboard product to your customers and provide quality leads on potential additional revenue opportunities to Account Manager to upsell and cross-sell Shiftboard products and services
- Establish clear retention goals with related process milestones for both you and your customers
- Provide proactive, regularly scheduled outreach at all stages of the customer lifecycle
- Review system usage and alert / activate Shiftboard teams to address concerns that may indicate renewal issues or churn threats
- Promote an energetic fan base for Shiftboard solutions and locate brand ambassadors within customers to share the solution's benefits and value
- Uncover, analyze, and comprehend a variety of business requirements, including consideration of customer priorities
- Advise customers on solution features, configuration and integration options, and system processes and procedures
- Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions that improve all aspects of the customer experience with Shiftboard
- Develop and maintain strong cross-functional relationships with colleagues in Sales, Product Management, Customer Success, and Customer Experience
- Provide internal feedback and suggestions to improve customer’s overall product, implementation, and training experience
- Assist at times with creating implementation and training collateral and improving processes
- Assist, if requested, in the sales upsell, cross-sell, and renewal process, providing customer use case and benefits context as well as technical sales support
- Understand and promote the features and benefits of Shiftboard's solutions

**Skills you'll need**
- Bachelor's degree in business, communications, or technology with 4+ years of experience in customer service or customer success position that includes promoting solution value through user experience
- Strong ability to communicate and foster positive business relationships, under

  • Customer Success Manager

    5 days ago

    Vancouver, British Columbia, Canada Darktrace Full time

    {"Job Title": "Customer Success Manager", "Job Summary": "At Darktrace, we're seeking a skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio of 35-45 existing Darktrace customers.Your primary...

  • Customer Success Manager

    5 days ago

    Vancouver, British Columbia, Canada Darktrace Full time

    {"Job Title": "Customer Success Manager", "Job Summary": "At Darktrace, we're seeking a skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio of 35-45 existing Darktrace customers.Your primary...

  • Manager, Customer Success

    4 months ago

    Vancouver, Canada Traction Rec Full time

    **_*_**_ _**_This role can be done remotely from anywhere in Canada*_** We’re looking for a** Manager, Customer Success** to join our team and be part of our next stage of growth. Our Manager, Customer Success works with customers to maximize their return on investment in Traction Rec’s products by providing day to day operational support, guidance on...

  • Customer Success Manager

    3 weeks ago

    Vancouver, Canada Comm100 Network Corporation Full time

    Passionate about setting customers up for success? Join Comm100 as our Customer Success Manager! It's an exciting time at Comm100! Already experiencing rapid year-over-year growth, we're seeking a highly motivated, results-driven individual to be our Customer Success Manager. Who We Are Comm100 is an award-winning digital customer engagement platform,...

  • Customer Success Manager

    3 weeks ago

    Vancouver, Canada Comm100 Network Corporation Full time

    Passionate about setting customers up for success? Join Comm100 as our Customer Success Manager! It's an exciting time at Comm100! Already experiencing rapid year-over-year growth, we're seeking a highly motivated, results-driven individual to be our Customer Success Manager. Who We Are Comm100 is an award-winning digital customer engagement platform,...

  • Customer Success Manager

    3 months ago

    Vancouver, Canada Fobi AI Full time

    **About Fobi**: Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket, merchandise, food, and...

  • Customer Success Manager

    6 days ago

    Vancouver, British Columbia, Canada Jitterbit Full time

    About JitterbitJitterbit is a leading provider of data, application, and process workflow automation solutions. Our innovative platform empowers businesses to integrate critical processes, deliver exceptional experiences, and drive informed decision-making.Job SummaryWe are seeking a highly skilled CUSTOMER SUCCESS MANAGER to join our team. As a key member...

  • Customer Success Manager

    6 days ago

    Vancouver, British Columbia, Canada Jitterbit Full time

    About JitterbitJitterbit is a leading provider of data, application, and process workflow automation solutions. Our innovative platform empowers businesses to integrate critical processes, deliver exceptional experiences, and drive informed decision-making.Job SummaryWe are seeking a highly skilled CUSTOMER SUCCESS MANAGER to join our team. As a key member...

  • Customer Success Manager

    3 months ago

    Vancouver, Canada Ten Thousand Coffees Full time

    We’re Ten Thousand Coffees (10KC) and we unlock opportunity through meaningful connections. 10KC is a talent experience platform for inclusive mentoring, connectivity and skills development that is designed for the new world of work. 200+ organizations use our all-in-one platform to connect, develop and engage their employees. Our clients include Fortune...

  • Customer Success Manager

    4 months ago

    Vancouver, Canada Fobi AI Full time

    Salary: $70,000 to $80,000About Fobi:Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket,...

  • Customer Success Manager

    4 months ago

    Vancouver, British Columbia, Canada Fobi AI Full time

    Salary: $70,000 to $80,000About Fobi:Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket,...

  • Customer Success Manager

    3 days ago

    Vancouver, British Columbia, Canada Highspot Full time

    Customer Success ManagerHighspot is seeking a seasoned Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer adoption, retention, and growth.Key Responsibilities:Develop and execute customer success strategies to drive revenue growth and customer satisfaction.Build and...

  • Customer Success Manager

    3 days ago

    Vancouver, British Columbia, Canada Highspot Full time

    Customer Success ManagerHighspot is seeking a seasoned Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving customer adoption, retention, and growth.Key Responsibilities:Develop and execute customer success strategies to drive revenue growth and customer satisfaction.Build and...

  • Customer Success Manager

    2 weeks ago

    Vancouver, British Columbia, Canada Volvocarsmallofgeorgia Full time

    Job Description**Job Title:** Customer Success Manager**Company:** Volvocarsmallofgeorgia**Job Type:** Full-time**About Us:Volvocarsmallofgeorgia is a leading provider of innovative solutions for high-velocity companies. We specialize in managing global partner payments and accounts payable workflows, enabling our clients to scale efficiently and...

  • Customer Success Manager

    2 weeks ago

    Vancouver, British Columbia, Canada Volvocarsmallofgeorgia Full time

    Job Description**Job Title:** Customer Success Manager**Company:** Volvocarsmallofgeorgia**Job Type:** Full-time**About Us:Volvocarsmallofgeorgia is a leading provider of innovative solutions for high-velocity companies. We specialize in managing global partner payments and accounts payable workflows, enabling our clients to scale efficiently and...

  • Customer Success Manager

    1 week ago

    Vancouver, British Columbia, Canada Absolute Software Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Manager to join our team at Absolute Software. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.Key ResponsibilitiesCustomer Success Planning:...

  • Customer Success Manager

    1 week ago

    Vancouver, British Columbia, Canada Absolute Software Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Manager to join our team at Absolute Software. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.Key ResponsibilitiesCustomer Success Planning:...

  • Customer Success Manager

    1 week ago

    Vancouver, British Columbia, Canada Absolute Software Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Manager to join our team at Absolute Software. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer experiences and driving business growth through strategic account management.Key ResponsibilitiesCustomer Success Planning:...

  • Customer Success Manager

    2 weeks ago

    Vancouver, British Columbia, Canada Thinkific Labs Inc. Full time

    About the RoleThinkific Labs Inc. is seeking an experienced Customer Success Manager to lead a team of Customer Success Managers who support clients on our Plus plan. As a key member of our Customer Success team, you will be responsible for developing and executing a strategy to drive the success of our highest value Plus customers, specifically increasing...

  • Customer Success Manager

    2 weeks ago

    Vancouver, British Columbia, Canada Thinkific Labs Inc. Full time

    About the RoleThinkific Labs Inc. is seeking an experienced Customer Success Manager to lead a team of Customer Success Managers who support clients on our Plus plan. As a key member of our Customer Success team, you will be responsible for developing and executing a strategy to drive the success of our highest value Plus customers, specifically increasing...