Digital Customer Success Manager

1 month ago

Toronto, Canada Alida Full time

**About Alida**
- Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers—even the parts that are hard to hear—can help companies make better decisions that drive long-term customer loyalty and growth.

That’s why Alida created its Total Experience Management Platform; a comprehensive CX solution powered by a highly-engaged, verified, always-on community of your most engaged customers that fuels sustainable business impact.

With Alida, innovative companies like HBOMax, Adobe, Lululemon and LinkedIn can anticipate their customers' ever-evolving needs to make better decisions, build long-term relationships, and grow businesses that stand the test of time.

Over 176 million people globally have used Alida's Total Experience platform to inform over 60,000 customer experiences initiatives.

**Digital Customer Success Manager**

***
- Are you a CSM that enjoys identifying patterns and solving problems? Are you data driven, a communications aficionado, and tech savvy?
- We have an exciting opportunity to assist in growing Alida’s new Tech-touch service model. The “digital” CSM role is gaining popularity as growing SaaS companies seek more automated support to scale. The role combines marketing, data analytics and of course customer success.
- As Alida’s first “Digital CSM” you would help pave the way to provide automated, programmed communication to customers at the right time in their customer journey and ultimately help them achieve their desired outcomes. You would be the primary contact for our customers and responsible for driving product adoption and success, while providing key resources to empower them to build their knowledge base and run effective insights programs. The model provides a proactive way of approaching the customer before they ask for help with fit-for-purpose technologies without losing the human touch.

**Responsibilities**:
**Account management**:

- Oversee a book of business, using a tech touch approach to bring value through customer e-guides, webinars, and other customer content
- With input from the program director, assist in implementation, development, and oversight of assets to support our tech touch Customer Success Model
- Maintain a monthly pulse on your customers’ utilization and performance metrics using dashboards and feedback channels
- Develop and maintain, in collaboration with your customers, Value Realization Plans as the blueprint for helping them achieve their goals
- Conduct quarterly reviews to discuss customers’ goals, identify any obstacles or opportunities, and inform them on any new and relevant product developments

**Assist the Sales Team**:

- Assist in driving and managing renewals.
- Proactively communicating any potential renewal challenges as they appear by utilizing available usage metrics
- Help identify which additional product/services would be of value to your customers
- Quarterly, co-run Product Update Webinar to disseminate information and provide an opportunity for questions and feedback on new products and features
- Together (along with Program Director) develop and manage remediation plans to alleviate customer challenges

**Be the leading advocate for our solutions within the customer organization**:

- Inspire your customers to think strategically about how our platform can support their business needs
- Have a high-level understanding of your customer’s industry and be able to articulate how our solutions can bring value and insights to positively impact their organizations decision making.
- Enable customers on best practices to ease the adoption of their insights program and promote the use of Alida solutions

**Act as key point of contact for customer relationships**:

- Supply exemplary service and support that delights our customers
- Proactively look for risk indicators and get ahead of potential issues
- Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
- Effectively identify and track customers goals/objectives to ensure they feel support is tailored to their needs

**Be the leading customer advocate within Alida**:

- Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
- Champion on behalf of your customers for improvements and advancement of our solutions
- Identify customer adoption challenges, CSAT risks and other indicators of churn risk

**Thought Leader on CS internally and externally in the organization**:

- Collaborate within Alida to identify opportunities to help develop resources that advance our solution adoption and success of our customers
- Help develop assets that encourage our customers to self-serve
- Work closely with marketing to collaborate on blogs and webinars

**Desired Skills and Experiences**:

- Post-secondary educational degree: in Social Sciences, Marketing, Communications would be an a

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Union Digital Full time

    **About us** **Union Digital** is a software, communications and marketing agency, servicing unions across Canada. Join our innovative and collaborative team where your contributions will have a direct impact on the success of our company. We value creativity, open communication, and a customer-centric approach. As we expand globally, you'll have the...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Union Digital Full time

    **About us** **Union Digital** is a software, communications and marketing agency, servicing unions across Canada. Join our innovative and collaborative team where your contributions will have a direct impact on the success of our company. We value creativity, open communication, and a customer-centric approach. As we expand globally, you'll have the...

  • Customer Success Manager

    1 month ago

    Toronto, Canada Juniper Networks Full time

    **Location: Virtual/Remote Canada** This is an exciting opportunity to get in early on Juniper Networks’ transformation to delivering experience first networking, and helping customers get the very best value from our products. At Juniper, we believe that to realize our company vision, Connect Everything and Empower Everyone, we need the extraordinary...

  • Customer Success Manager

    1 month ago

    Toronto, Canada Maropost Full time

    We’re Maropost, the leader in Unified Commerce for the midmarket! Our Software as a Service platform provides organizations with the ability to connect with their customers across Ecommerce, Retail, Marketing Automation, Search/Merchandising and HelpDesk. Our Platform unifies the customer experience as well as providing efficiency, value and ROI to their...

  • Digital Marketing Account Manager

    4 weeks ago

    Toronto, Canada Consultus Digital Inc Full time

    **Job Title: Digital Marketing Account Manager** Location: Toronto, Canada - Hybrid **Watch this video **on what it's like to work at Consultus Digital! **About Us**: **The Opportunity**: We are seeking a proactive Digital Marketing Manager to join our team. This position is suited for a strategic thinker passionate about crafting and managing marketing...

  • Customer Success Manager

    1 month ago

    Toronto, Canada SysAid Technologies Full time

    SysAid is a service automation company delivering software for organizations that want to get more done. Our SaaS ITSM (IT Service Management) and Asset Management solutions serve more than 5,000 customers across the globe. We do the heavy lifting for IT and anyone delivering services in the digital workspace, by leveraging automation, analytics, and...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada AMCS Group Full time

    **DIGITAL WAYS TO A CLEANER WORLD** Do you want to work for a company with Irish roots and a global impact? A leader in environmental services, AMCS is a trailblazing software company that guides and supports other businesses on their journey towards sustainability. **AMCS leads the way** The AMCS team is at the cutting edge of technology. Companies come...

  • Digital Marketing Account Manager

    3 days ago

    Toronto, Canada Elite Digital Inc. Full time

    We are looking for an experienced, enthusiastic, relationship and task focused individual who can help support our vast array of clients and industries with drive, humour, responsibility, accountability and enthusiasm! The Account Manager is responsible for developing and managing client relationships by maintaining client expectations and ensuring the...

  • Digital Sales Manager

    1 month ago

    Toronto, Canada Paramount Digital Agency Full time

    **The Job Overview** We are seeking a dedicated digital sales manager to join our growing company. You will collaborate with other salespeople to effectively sell and draw eyes to current campaigns to increase our user base. We are located in the heart of downtown Toronto. We hope that as a digital sales manager, you can put your passion for sales...

  • Digital Marketing Manager

    4 weeks ago

    Toronto, Canada Paramount Digital Agency Full time

    **Responsibilities**: - Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs) - Coordinate our digital team, offering quality leadership - Ensure that our content is search-engine friendly and optimized to increase our company’s profitability - Monitor our digital campaigns so that they are running...

  • Customer Success Manager

    4 weeks ago

    Toronto, Canada Vidyard Full time

    Vidyard is the video platform that's built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It's the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We're passionate about elevating our customers,...

  • Digital Marketing Client Success Manager

    1 month ago

    Toronto, Canada One Core Media Full time

    OneCore Media is a Canadian company with a headquarter located in Toronto. We are looking for a talented Digital Marketing Client Success Manager to join our team. You will manage our client's projects to help our clients improve their marketing. You will lead all of the day-to-day operational and communication needs for a substantial number of existing...

  • Customer Success Manager

    4 weeks ago

    Toronto, ON, Canada Nitro Full time

    We help the world work smarter—and have plenty of fun while doing it. A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team.With more than 3 million licensed users and 13,000+ business...

  • Customer Success Manager

    2 weeks ago

    Toronto, Canada Vroom Media Group Full time

    Company Description Vroom Media Mission: “To revolutionize life insurance marketing agencies and how people work.” We not only consistently deliver the best results for our clients, but we also prioritize building a one-of-a-kind working experience for our team. We are 100% remote, and we encourage employees to work from anywhere in the world. We...

  • Customer Success Manager

    2 weeks ago

    Toronto, Canada Vroom Media Group Full time

    Company Description Vroom Media Mission: “To revolutionize life insurance marketing agencies and how people work.” We not only consistently deliver the best results for our clients, but we also prioritize building a one-of-a-kind working experience for our team. We are 100% remote, and we encourage employees to work from anywhere in the world. We...

  • Customer Success Manager

    2 weeks ago

    Toronto, Canada Vroom Media Group Full time

    Company Description Vroom Media Mission: “To revolutionize life insurance marketing agencies and how people work.” We not only consistently deliver the best results for our clients, but we also prioritize building a one-of-a-kind working experience for our team. We are 100% remote, and we encourage employees to work from anywhere in the world. We...

  • Customer Success Manager

    2 weeks ago

    Toronto, Canada Vroom Media Group Full time

    Company DescriptionVroom Media Mission: “To revolutionize life insurance marketing agencies and how people work.” We not only consistently deliver the best results for our clients, but we also prioritize building a one-of-a-kind working experience for our team. We are 100% remote, and we encourage employees to work from anywhere in the world.We believe...

  • Customer Success Manager

    1 week ago

    Toronto, Canada Vroom Media Group Full time

    Company Description Vroom Media Mission: “To revolutionize life insurance marketing agencies and how people work.” We not only consistently deliver the best results for our clients, but we also prioritize building a one-of-a-kind working experience for our team. We are 100% remote, and we encourage employees to work from anywhere in the world.We believe...

  • Customer Success Manager

    7 days ago

    Toronto, Canada ShyftLabs Full time

    **Position Overview**: ShyftLabs is looking for an experienced Customer Success Manager to work with one of our key enterprise Retail clients. If you’re naturally a helper, enjoy assisting people with customer issues and are able to explain technical details simply, we’d like to meet you. ShyftLabs is a growing data product company that was founded in...

  • Scaled Customer Success Program Manager

    1 month ago

    Toronto, Canada Clio Full time

    -Clio is more than just a tech company-we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice Summary: We are currently seeking a Scaled Program Manager to join our Customer Success Team in Burnaby, Toronto, Calgary. Who you are: You are an experienced...