Customer Success Manager

5 months ago

Toronto, Canada Statflo Full time

Statflo provides a one-to-one outreach platform for front-line retail staff to build authentic relationships and increase sales with their customers. Statflo’s proprietary platform is deployed in thousands of stores in North America. Statflo is the leading compliant business texting software that enables customer-facing teams to engage, retain and grow their customer base through personalized conversations over their preferred channel.

Statflo operates as a fully remote environment. We are committed to investing in great people to build a great product and a great company

As a Customer Success Manager you’ll be helping businesses (across multiple industries) change their culture for the better and engage their staff in a whole new way. This means caring passionately about each account under your management and ensuring that they are (1) achieving results (2) are thrilled with the experience of working with Statflo (3) are doing all the right things to maximize the benefits Statflo can provide them.

The Customer Success group's mission is to ensure all of our clients or partners use, champion, and grow in their use of our products, from the moment they sign on the bottom line. We are the voice of the customer, advocating on their behalf for product suggestions and proactively identifying opportunities to help. The responsibility is immense - but it’s worth it - and you’ll make a big impact (if that’s the kind of thing you’re into).

Your Responsibilities:

- Represent the Statflo brand to our customers - which means being a proactive consultant that constantly identifies ways to help their teams succeed.
- Owning a portfolio of assigned accounts - this means being responsive but always being proactive, following up with customers consistently, and strongly advocating on their behalf within Statflo. You’ll also celebrate successes with them
- Being proactive, persistent and persuasive in how customers can grow their license count, products and use cases with Statflo. You will achieve this by probing into existing champions to uncover new growth opportunities, while proactively contacting potential, net new champions to create cross-alignment and multi-departmental use cases of Statflo such that the customer grows their overall usage and spend with Statlfo.
- Drive onboarding and kickoffs of new customer rollouts with the goal of creating standard practices, videos and materials to help the Success team scale.
- Measuring user engagement on our platform - you’ll constantly look at how your accounts are using Statflo and if they are doing the things needed to achieve our expectations
- Record webcam and screenshare videos, write guides and articles and develop technical documentation
- Expand your technical knowledge of SaaS and development for Statflo products and agnostically, such that you can support initial technical discussions to assist in onboarding and enablement of Statflo

You will be successful in this role if you:

- Have experience in account management/customer service
- You are “delightfully persistent” - waiting is not an option for you. You are proactive in engaging your accounts to ensure they are happy with Statflo and you are a catalyst for ensuring your accounts grow their overall spend and usage of Statflo
- Are experienced in taking notes, communicating next steps and updating a CRM like Salesforce with any learnings from your conversations or research on an account
- Are extremely passionate about following up, via any means necessary to drive accounts forward, and you obsess over their happiness and success
- Are able to prioritize and execute accordingly
- It is a bonus if you can speak French

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