Client Success Manager

4 weeks ago

Ottawa, Canada FigBytes Full time

ACT TODAY. INSPIRE TOMORROW.

FigBytes attracts passionate change-makers who are seeking the chance to build a better future and a healthier planet. For this team, personal and professional values are the same - which is why our integrated ESG platform supports organizations around the world with their sustainability goals, connecting data with purpose.

With FigBytes, you will:
Experience our energy.

Whether it’s through virtual parties, committee gatherings, group chats, happy hours, or yearly in-person retreats, everyone here bonds over cultivating change and cohesion within the business and beyond. You will immediately feel like part of the team when you join FigBytes. United by our common sense of purpose, you will feel positive energy as our team thrives and grows together.

Plant new seeds.

No two days are the same at this fast-growing company, which means you’ll have the flexibility to pursue new skills and experiences. Plus, we offer frequent Lunch + Learns, mentoring/buddy programs, and specialized Teams channels to nurture your curious side.

Choose your future.

At FigBytes, everyone gets the opportunity to design the company's future and work how they work best. That means you will own your role from top to bottom - we won't force you to adhere to a set schedule, dress code, office setup, or specific workflow. If you see an opportunity to change things for the better, we’re all ears

Perks
- Flexible schedule
- Employee stock options/equity plans
- Work from home

At FigBytes, we are guided by the core principle that the success of our customers is fundamental to everything we do. As our Customer Success Manager (CSM), you play a crucial role in helping us achieve our mission of connecting our customer’s purpose to their data.

**As a CSM, your job responsibilities will include**:

- Manage your client portfolio - focus on continuously driving value for the client and helping them achieve their objectives with the FigBytes platform
- Understand your client’s critical business priorities and support their technology challenges and requirements
- Execute renewal playbooks to maximize renewals and minimize churn
- Manage client accounts for invoice preparation and payment follow up
- Engage with clients throughout their journey with FigBytes - analyze client data to improve their experience; lead business reviews and value assessments with clients; act as a trusted advisor, liaising between FigBytes and your clients to maximize their satisfaction
- Report on key metrics for client health, product adoption and usage
- Handle and resolve customer requests and complaints.
- Advocate on behalf of your clients and provide “Voice of the Customer” feedback as it pertains to product design and product development
- 3+ years of experience working in a client success, retention or account management role at a SaaS company
- Excellent presentation skills, including the ability to demonstrate technical solutions
- A passion for client-facing communication and advocacy
- Creative problem-solving and solutioning skills
- Collaborative mindset and ability to work closely and effectively with internal teams and stakeholders
- Proven experience consistently achieving goals, KPIs and other metrics
- Experience with project management, consultation and workflow optimization
- Strong attention to detail and time management skills
- Passion for, and/or experience with, sustainability, environmental science, GHG accounting, Environmental, Social and Governance (ESG) and Corporate Social Responsibility (CSR) frameworks

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