Customer Success Manager

4 weeks ago

Edmonton, Canada Samdesk Full time

We’re looking for a Customer Success Manager to join our growing team.

If you love a challenge and enjoy working in a dynamic environment, helping to ensure some of the worlds largest brands have the best experience possible as samdesk customers - this is a career defining role.

**Who we are**

Samdesk is a global disruption monitoring tool that delivers real-time crisis alerts powered by AI. We make sense of the world’s most valuable real-time data sources with the purpose to create a safer world. Samdesk was founded in 2013 and is proudly headquartered in Edmonton, Alberta, with offices in Toronto, Ontario and London, England. We are a growing team of dreamers and builders, supporting customers around the world. Check us out

**The highlights**

As our Customer Success Manager, you will own the entire customer experience from successful onboarding and product adoption through to renewal, ensuring our customers receive the highest level of service and satisfaction throughout their lifecycle. You’ll represent client needs effectively and help them to find the right solutions when using the samdesk platform, including alignment on the best features, packages, and platform setup in order for them to receive the highest ROI.

You are personable, friendly, professional and empathetic, genuinely caring about our customers and their success using the platform. You love technology and identifying how people can use certain products and services to achieve their goals. You are able to interact and build relationships with all levels of the organization from entry level to C-Suite executives. This is a remote role (within Canada), and some travel may be required.

**What you’ll do**
- Act as the day-to-day contact for our customers. You’ll become a staple of the samdesk community, someone that users recognize as a trusted champion of their wants and needs.
- Support and/or lead customer training and onboarding as well as feedback sessions.
- Analyze platform usage data and trends to better serve the customer and identify opportunities to increase usage and streamline customer processes. You love using data to inform decisions.
- Assist sales with samdesk pilot account creation and configuration of customer data within the platform
- You will gather and analyze customer feedback, liaising with necessary teams internally to ensure that the feedback is communicated and actioned when appropriate.
- Help to develop a comprehensive selection of documentation for our customer support initiatives.
- Drive renewals, upsells, and customer referrals

**We're looking for someone with**:

- 3+ years experience in a **Customer Success** role within an organization delivering a product or service. _Preference will be given to those who have worked directly in a SaaS organization._
- Comfortable using a variety of CRM, support and analytics tools such as Hubspot, Mixpanel, and Intercom.
- An understanding of SaaS and customer success specific metrics, such as Net Dollar Retention, Net Promoter Scores, and Churn.
- Strong communication skills to build and maintain relationships, manage expectations, keep the customer informed when dealing with issues and communicate client needs internally. _Ideal experience includes work with Public Sector customers._
- Empathy as a driving force when it comes to interactions with customers/samdesk team (ie. you seek to understand before seeking to instruct).
- Ability to effectively prioritize and adapt to changing circumstances and not be swayed when things go “classic start up”.
- Experience working effectively with a variety of teams cross-company to ensure the best outcome for our customers (ie you’re comfortable working with sales, development, and product teams).
- Proven ability to drive retention and upsell in your customer base.

**What are the perks?**
- Work with a committed and passionate team of innovators at a fast growing startup
- We view this role as a career building opportunity as you’ll work with cross functional teams and the world’s most notable brands, selling a life saving solution
- Competitive compensation and a health benefits package, including dental, extended health, and vision care
- Opportunity to participate in our employee stock option plan
- A seat on the rocket ship - buckle up
- A resume detailing how your experience aligns to the role

Diversity and Inclusion

samdesk is an equal opportunity employer committed to creating a safe, diverse and inclusive environment. We encourage qualified applicants of all backgrounds including ethnicity, religion, disability status, gender identity, sexual orientation, family status, age, nationality, and education levels to apply. If you are contacted for an interview and require accommodation during the interviewing process, please let us know.

First Peoples Acknowledgement

samdesk respectfully acknowledges that, being headquartered in Edmonton, we are situated on Treaty 6 and Region 4 territory, tra

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