Customer Success Manager

4 weeks ago

Mississauga, Canada Snaplii Full time

**About Snaplii**

The Digital Wallet Snaplii has architected a deep bond between Users and Merchants for more efficient communication. The value-added features include making payments with credit cards and exploring favourite merchants and cash-back cards along with the data-driven marketing solutions that allow us to deliver the best in-store and online shopping experience to Users. The interactive platform also benefits the Merchants with a higher level of brand loyalty. In order to serve more merchants and users, we are expanding our business and adding more new functions, so that Snaplii can become a digital wallet commonly used by people in North America.

**About the Role**

**What you will do**:

- Serve as the primary point of contact for a portfolio of key accounts, ensuring their success and satisfaction with our products and services
- Develop and maintain strong relationships with clients, understanding their business goals and helping them achieve success through our products and services
- Conduct regular check-ins with clients to ensure ongoing satisfaction and to identify opportunities for upsell or cross-sell
- Proactively identify and address potential issues or concerns before they become problems
- Lead a team of Customer Success Associates, providing guidance and support to ensure their success in managing their own portfolios of clients
- Work closely with internal teams (e.g. sales, product, support) to ensure client needs are being met and their feedback is heard
- Use data and analytics to track client usage and identify opportunities for optimization
- Provide regular reporting and insights to clients to help them understand the value they are receiving from our products and services
- Collaborate with the customer success team to develop and implement best practices for client management and success

**Who you are**:

- 5+ years of experience in customer success, account management, or a related field
- Proven track record in team leadership, with the ability to mentor and develop team members
- Excellent communication skills (verbal and written), with the ability to communicate complex ideas in a clear and concise manner
- Strong organizational skills and attention to detail
- Ability to manage multiple projects and clients simultaneously
- Familiarity with CRM software and other business productivity tools
- Understanding of customer success metrics and KPIs
- Passion for customer success and a dedication to ensuring client satisfaction

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