Customer Success Specialist

1 month ago

Vancouver, Canada Pagefreezer Full time

**Are you the newest Customer Success Specialist at Pagefreezer**:
**What we do and why**:

- No one can ignore the internet these days—and a lot of great things are happening online—but we also know that online harms are damaging many individuals, communities, and organizations. It's Pagefreezer's vision to make the Internet a safer place by delivering solutions that transform how people protect integrity online, ensuring accountability, and enabling the pursuit of justice.
- Pagefreezer simplifies compliance and litigation by automatically archiving websites, social media, mobile text messages, and enterprise collaboration platforms for every stage of the information governance lifecycle. We enable organizations to create and share defensible records of their data, quickly and easily in our dashboard, in real-time—every like, share, edit, and deletion.
- Our compensation is comprehensive, competitive, and can include benefits like extended health insurance, a $600 Lifestyle Spending Account, a $1000 annual learning budget, a Tax-Free Savings Account and a matching Retirement Savings Plan and paid time off, if you're in Canada. Not in Canada? We'll create a compensation package you're excited about together.
- and you'll be helping us accelerate even faster. Come join a sustainably profitable, small company and see the impact of your work.

**What our Customer Success Specialists do**:

- Build and expand relationships resulting in trust, increased engagement and satisfaction, retention, and joint success between Pagefreezer and our customers in government and financial services.
- Influence customer stakeholders by demonstrating Pagefreezer solutions to meet current customer business needs that they may not be aware of yet.
- Know the ins and outs and the who's who of your accounts, their goals and their priorities
- Build alignment with customer goals to ensure they're maximizing their investment in us.
- Be the voice for the customer internally, including gathering and sharing their feedback, escalating issues and requests to Support and communicating back to them in clear ways that resolves concerns and ensures retention.
- Grow revenue pipeline from assigned accounts and increase product adoption
- Create and execute a strategic, proactive plan to engage your contacts throughout the customer lifecycle to identify opportunities, promote awareness, uncover opportunities to sell additional products and services,
- Manage the renewal process and ensure successful renewal of assigned accounts.
- Nurture customer accounts using our tools, processes, and playbook.
- Ensure healthy CRM hygiene: your CRM is up to date and full of helpful notes.
- Keep customers informed about the latest Pagefreezer news and releases that are relevant to them.
- Collaborate with the Implementation & Training team to ensure a smooth experience for new customers.

**What makes you a great fit**:

- Can ensure a positive customer experience is achieved while also exceeding quotas.
- Past success in a SAAS account management role before, responsible for delivering revenue retention and growth with SME's and public agencies
- Comfortable with computers, software, tech, and IT environments
- Bonus points for familiarity with legal, compliance and/or records management technologies.
- Able to strategize account management, uncover opportunities, and close deals confidently.
- Know how to lead a customer through a complex renewal or renegotiation to reach a mutually beneficial outcome.
- Comfortable navigating highly complex and technical conversations with senior stakeholders to relay the value proposition of our products and services.
- Strong communication and presentation skills live, over phone, written, or online. Adaptable and clear, no matter the technical knowledge, seniority, or number of stakeholders.
- Solid problem solver. You search for or build solutions when needed. Competitive with yourself
- you love to learn new things, continuously improve, acquire new skills, and succeed
- Good at handling details using highly organized project management skills.
- Familiarity with CRMs and other sales technologies (we use HubSpot), LinkedIn, and Zoom
- Curious, learns really quickly, without fear of failure or challenges. Open to coaching and feedback. Happy to adopt and improve our current processes or create solutions from scratch.
- Able to work 40 hours a week and either:

- Authorized to work in Canada (anywhere in Canada works for us)

**Sound interesting? Time to apply**:

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