Customer Success Manager

2 months ago

Guelph, Canada Schema App Full time

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and we are proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the global Enterprise Content Knowledge Graph market.

Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization called Schema Markup. We utilize Schema Markup to help our customers develop content knowledge graphs and stand out in search. Our market-leading end-to-end solution gives Enterprise Digital Marketing Teams a solution that allows them to stay relevant in search and drive organic traffic with agility, expertise, and scale while also accelerating internal AI initiatives.

We are looking for a **Customer Success Manager** to join us on our mission to help digital strategists worldwide manage how their brand shows up in search.

As a Customer Success Manager, you will work with our customers to understand and achieve their goals while using our tools. You will become our customers' technical resource; their go-to for all things Schema App. _This Customer Success Manager role at Schema App is a technical position and will require you to be willing and open to learning._

The Schema App team is made up of smart, detail-oriented, “get things done” team members who love executing on behalf of our customers. We enjoy problem-solving technical issues and feel energized when discovering efficiencies in day-to-day tasks. You will work closely with the broader Customer Success, Sales, Marketing and Engineering teams to delight our customers and have a little fun along the way. _No prior knowledge of schema markup is required._

What you’ll do:

- **Customer Relationship Management**: Build strong, trusted relationships with customers, acting as their advisor throughout the customer journey.
- **Customer Journey Execution**: Own the customer lifecycle from onboarding to renewal, ensuring customers reach their desired outcomes through effective touchpoints and strategic guidance.
- **Outcome-Driven Customer Success**: Ensure predictable, repeatable outcomes that drive long-term success for Schema App’s customers.
- **Cross-Functional Collaboration**: Work closely with internal teams (Sales, Product, Engineering) to address customer needs and enhance the customer experience.
- **Business Reviews & Insights**: Lead data-driven business reviews using Google Analytics, Search Console, and Schema App’s tools to provide insights and action plans.
- **Schema Markup & SEO Expertise**: Deliver professional schema markup services, including strategy, authoring, troubleshooting, and recommendations for SEO improvements based on schema.org and Google’s structured data guidelines. _(Don’t worry. We will help you with this through a comprehensive 90-day onboarding program)._

How you will be measured:

- Customer satisfaction scores (CSAT), Net Promoter Score (NPS)
- Account retention/expansion/churn metrics
- Customer Health Scores
- Product Adoption Rates for Schema Performance Analytics
- Task Completion KPI (Other KPIs)

Who you are:

- You’re a lifelong learner and problem solver, always eager to take on new challenges. Your curiosity drives you to continuously learn and grow.
- You’re passionate about Customer Success, technology, and contributing to a fast-growing SaaS company. Your excitement for helping customers succeed fuels your motivation.
- Your attention to detail is impeccable, and you pride yourself on your reliability and ability to consistently follow through on commitments.
- You excel in verbal and written communication, with strong presentation skills that allow you to convey complex ideas clearly and confidently.
- You have excellent time management skills, balancing competing priorities with ease and maintaining focus on what matters most.
- A true team player, you’re always ready to step in and support your colleagues in achieving shared goals once your work is complete and love working cross functionally.

Nice to have:

- Knowledge of SEO and/or Schema Markup.
- Account Management experience.
- Familiarity with the Digital Marketing industry and ecosystem.
- Experience in customer-facing or service positions (technical or otherwise)
- An appreciation for corny jokes
- Culture focused on your growth: Weekly 1:1, Career Logbooks, and Quarterly Development Goals
- Great benefits for health & wellness, and your coverage starts as soon as you do.
- Flex days to re-energize on top of vacation days.
- You choose where you work - home or headquarters in Guelph.
- The Culture Club keeps our virtual team connected through fun and innovative events.
- Diverse, smart team The more inclusive we are, the better our work will be.

**Schema App’s Core Values**
- **Growth Mindset** - Embrace learning and development, seek feedback and growth opportunities. Learn from our mistakes.
- **Great People** - Approach challenges with a s

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