Customer Success Manager

5 months ago

Richmond Hill, Canada LightBox Full time

**About Us**

LightBox is a leading provider of data and workflow solutions across commercial real estate and location intelligence. Our solutions deliver the depth, speed and accuracy that enable insights to over 50,000 brokers, 1,000 banks and lenders, 1,000 law firms and 5,000 environmental consulting and engineering firms.

**Position Overview**

We are looking for a data-savvy Customer Success Manager with a passion for data and technology, particularly in the commercial real estate space, and an interest in helping customers realize the full value of commercial real estate data to power their daily workflows. This role will onboard and educate our strategic customers, giving them a deep understanding of our data and translating complex data schemas and methodologies into simple and digestible concepts that will maximize customers’ efficiency with our products. We are constantly seeking ways for our customers to enjoy and adopt LightBox products through effective onboarding, ongoing proactive engagement and product education, and internal advocacy to embed the voice of the customer and their changing needs into our product strategies.

**What you will do and achieve**
- Engage proactively and regularly with Enterprise data clients, gathering a deep understanding of their needs and use cases to build and drive engagement strategies that increase product usage and adoption.
- Ensure successful onboarding of new data customers and drive adoption and integration of LightBox data into their workflows.
- Guide customers to the features and data relevant to their use case, ensuring the enablement of their expected business outcomes with our data.
- Advocate within LightBox on behalf of our customers and partner with Product and Engineering teams to shape investment in our solutions.
- Connect and partner across our organization to enable an industry-leading customer experience.
- Highlight risks, opportunities, and customer insights to Account Management to drive positive renewal outcomes.
- Be an expert in all current and future data offerings by LightBox, uncovering unmet customer needs and partnering internally with Sales and Product to meet those needs.
- Act as a key technical contact for initial questions, education and communications.
- Contribute to technical documentation, such as getting started guides and FAQs to elevate the voice of the customer.

**Who you are**

Education
- Bachelor’s degree in data Analytics, GIS, Computer Science, Business, or related field.

**Experience**
- 3-5 years of Customer Success experience in a data or SaaS technology firm.

**Key Knowledge & Skills**

Preferred Knowledge:

- Geographic Information Systems
- ArcGIS Pro/QGIS
- SQL
- General ETL experience

**Core Competencies**
- Communication Skills
- Organizational Skills
- Attention to Detail
- Customer Focus
- Customer Objection Handling
- Data and Technology Acumen

This job description is a general listing of the required tasks and expectations of the position and in no way implies that the duties listed above are the employee’s only responsibilities. The employee is expected to perform other tasks, responsibilities and training as instructed by their supervisors. Duties and responsibilities may change at any time with or without notice.

This position may require additional hours outside of the standard work schedule including occasional holiday, evening and/or weekend hours in order to meet deadlines or to accommodate customers.

LightBox and all its holding companies are an equal opportunity/affirmative action employer. It is the policy of the LightBox and its holding companies to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, disability, or veteran status.

NO TELEPHONE CALLS OR AGENCY SOLICITATION PLEASE.

Pay: $100,000.00-$135,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Wellness program
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer retention: 5 years (required)
- ArcGIS: 3 years (required)
- SQL: 3 years (required)
- Data analytics: 3 years (required)

Work Location: Hybrid remote in Richmond Hill, ON L4B 4N4

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