Customer Success Manager

7 months ago

Toronto, Canada Condo Control Full time

Do you thrive in a dynamic, innovative environment helping companies achieve (and exceed) their goals?:
Are you a property manager who loves helping solve problems? Or have you worked for a B2B software company as a Customer Success Manager? If so - we want to speak with you:
At Condo Control, we are expanding our Customer Success team. In this role, you will ensure your customers have a great experience and get full value from the services they have purchased. As a member of our Customer Success team, reporting to the Director of Customer Success, you'll play an integral role in ensuring customer satisfaction, which will enable future growth and position the company as a leader in our industry.
Our main office is conveniently located right above the College subway station at Yonge & College. Due to the COVID-19 pandemic, you will be working remotely 4 days per week, coming into our office one day per week. This arrangement may change from time to time because of updated guidance from Toronto Public Health.

**Benefits & Compensation**:
Upon joining the team, you will receive;
- Competitive Salary. Based on experience and skill;
- Full medical and dental benefits;
- 4 weeks of paid time off annually;
- An annual training and learning budget for professional development;
- Full-time salaried position, standard business hours (9 am - 5 pm), with casual dress;
- Hybrid work environment - remote 4 days a week, in office 1 day a week.

**What you’ll be doing**:

- Contact existing customers on a regular basis to check in and ensure they are satisfied.
- Maintain a portfolio of varied account types, and ensure high administrator adoption across your portfolio, limiting low administrator engagement on accounts to less than 5.
- Act as the escalation point for customer support, feature enhancements, product releases and new service offerings.
- Facilitate the renewal process, including fee increases as applicable.
- Own upsell and renewal strategies for a portfolio of existing customers.
- Own the collection process for overdue invoices from your portfolio.
- Maintain a deep understanding of the product and speak with customers about their specific business/association needs.
- Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
- Serve as the voice of the customer and provide internal feedback on how Condo Control can better serve our customer base.
- Track accounts to identify churn risk and work proactively to eliminate it.
- Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
- Work closely with Product Development on the identification and tracking of enhancement requests and bugs.
- Ramp up to hit monthly upsell and renewal quotas within the first 6 months:

- $3,000 ARR/month in upsells (new features, add-ons and additional services)
- 5% average increase each month on renewals
- Maintain churn at less than 6% annually across your portfolio
- Ensure more than 50% adoption of payment features across your portfolio on applicable accounts
- 5% average increase each month on renewals
- Maintain churn at less than 7% annually as a team
- Track all activities and keep accurate records in Salesforce
- From time to time, manage the onboarding of new Spanish-speaking clients
- Set onboarding meetings, configure workspaces, and train new clients, all in Spanish

**Skills**:

- 4-year bachelor’s degree required
- 2 -4 years in a Customer Success OR property management role, with a proven ability to deliver and grow customer value with mid-market technology solutions.
- 2-4 years in customer-facing roles, including support, project and account management, sales, professional services, training, or consulting, preferably in a technical domain.
- Proficiency with Salesforce, Zoom, Microsoft Office Suites and other Software-as-a-Service is a plus
- Passion for customer success and experience in achieving customer satisfaction with existing products.
- Exceptional communication skills, both verbal and written
- Commitment to results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Confidently able to deal with customers who may be direct or demanding at times
- Experience in Property Management is an asset but not required
- Being bilingual is a requirement: English and Spanish

**About Condo Control**:
Condo Control is a Canadian company that provides online communication and management software for condominiums, co-ops and HOAs. Condo Control provides a SaaS platform that helps property managers, board members, security, and condo owners communicate qui

  • Customer Success Manager

    7 months ago

    Toronto, Canada Messagepoint Full time

    Customer Success Manager About Us: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users...

  • Customer Success Manager

    6 months ago

    Toronto, Canada Messagepoint Full time

    **Customer Success Manager** **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business...

  • Customer Success Manager

    7 months ago

    Toronto, Canada Daifuku Co Full time

    As a Customer Success Manager at Daifuku, you will be a key player in ensuring the success and satisfaction of our clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 80 companies. You will play a critical role in driving the voice of the customer, managing renewals, and fostering...

  • Customer Success Manager

    4 months ago

    Toronto, Canada Messagepoint Full time

    **About Us**: Messagepoint is a privately-owned, PE-funded software company headquartered in Toronto, Ontario. We enable large enterprises to deliver enhanced customer experiences and achieve a better bottom line by optimizing their omni-channel customer communications. Our award-winning platform gives non-technical business users such as marketers, CX...

  • Customer Success Manager

    8 months ago

    Toronto, Canada CXApp US, Inc. Full time

    Salary: **Who We Are**: At CXApp, we are the innovators of Indoor Intelligence, delivering actionable insights for people, places and things. Our flagship product the “CXApp” is a workplace experience platform for the enterprise. Our technologies and solutions help enterprise customers deliver a comprehensive business journey in a work ‘from-anywhere'...

  • Customer Success Manager

    6 months ago

    Toronto, Canada ResQ Full time

    **ResQ **was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...

  • Customer Success Manager

    2 weeks ago

    Toronto, Canada ResQ Full time

    **ResQ**was founded with the belief that restaurant operators and service providers should have a much better way to operate their businesses. As a first step towards our mission, we have built a SaaS-enabled marketplace that helps fast-growing restaurants manage their repairs and maintenance, empowering them to focus on their customers. Repair and...

  • Customer Success Manager

    4 months ago

    Toronto, Canada Burroughs, Inc Full time

    Description Customer Success Manager POSITION SUMMARY TheCustomer Success Manager(CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...

  • Customer Success Manager

    3 weeks ago

    Toronto, Canada SysAid Full time

    At SysAid, we're on a mission to empower organizations by putting AI to work for them. As a fast-growing SaaS company, we serve over 4,000 customers across 140 countries, helping more than 9 million users enhance their productivity every day. Our innovative Service Management platform is transforming how businesses operate globally.We are seeking a Customer...

  • Manager, Customer Success

    6 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...

  • Manager, Customer Success

    4 months ago

    Toronto, Canada Tipalti Full time

    This is a unique opportunity to join a fast-growing organization and have a hand in expanding the Customer Success (CS) Team footprint. In the Manager, Customer Success role, you will be responsible for growing and managing a team that will own the health, retention, engagement, and adoption of our product with our mid-sized customers. You will work closely...

  • Customer Success Manager

    7 months ago

    Toronto, Canada Burroughs, Inc. Full time

    **Customer Success Manager** **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription. CSMs are members...

  • Customer Success Manager

    7 months ago

    Toronto, Canada Burroughs, Inc. Full time

    **Description** Customer Success Manager **Job Summary**: - The Customer Success Manager (CSM) works with existing customers to ensure customers realize value from their maintenance and support services and/or subscriptions. They are responsible for the post-sale lifecycle of the customer from onboarding to renewal of the contract and/or subscription....

  • Customer Success Manager

    7 months ago

    Toronto, Canada Carbon6 Full time

    **Who We Are** We go beyond software. Carbon6 is building a community to support ecommerce sellers by removing the barriers to selling online and simplifying their path to success. Developed by the brightest minds in the marketplace ecosystem, our suite of software tools and resources help entrepreneurs succeed at every stage of their journey. We are a...

  • Manager of Customer Success

    6 months ago

    Toronto, Canada MaintainX Full time

    MaintainX is the world's leading mobile-first workflow management platform for industrial and frontline workers. We are a modern IoT enabled cloud based tool for maintenance, safety, and operations on equipment and facilities. MaintainX powers operational excellence for 7,500+ businesses including Duracell, Univar Solutions Inc., Titan America, McDonald's,...

  • Customer Success Manager

    7 months ago

    Toronto, Canada Pipeline Gurus Full time

    **Role Overview**: As a Customer Success Manager at Pipeline Gurus, you will be essential in nurturing and expanding our customer relationships. Your primary responsibility will be to ensure that all clients within your portfolio achieve their desired outcomes while using our services and products, thereby driving renewal and expansion opportunities through...

  • Customer Success Manager

    7 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Customer Success Manager

    4 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce with the option to work at home, in the office, or a mix of both. This role is hybrid requiring in office presence as needed._ As a Customer Success Manager, you play a critical role in the growth of Resolver. You’ll focus primarily on expanding our existing customers’ engagements through cross-selling, expansion...

  • Manager, Customer Success

    2 months ago

    Toronto, Canada Resolver Full time

    Resolver operates as a hybrid workforce where you can work at home, in the office, or a mix of both. For this particular role we are looking for someone who wants to hang out with us in real life around twice per week._ As a Manager, Customer Success, you'll lead a team of Customer Success Managers to revenue and retention success, through coaching,...