Customer Success Manager

7 months ago

Toronto, Canada Caribou Full time

The global population is aging, and the need for home care is growing each year. Unfortunately, at a time when care is needed more than ever, the home care industry is experiencing a crisis - a shortage of care workers.

At Caribou, we are on a mission to solve the caregiver crisis. Addressing this shortage will ripple positively across society: more fulfilling careers in healthcare, greater capacity to care for those in need, reduced stress on affected families, improved quality of life, and reduced burden on the hospital system. The caregiver shortage affects everyone, and together with our customers and partners, we will help solve it.

With Caribou's technology, care organizations can create a staff rewards program that motivates, attracts, and retains staff like never before. As a result, our customers grow their staff by more than 25% in the first year and reduce staff turnover by enabling a culture of recognition. We help solve the industry's two biggest problems: recruitment and retention.

It is essential for caregivers to feel valued, heard, and financially secure. With Caribou, care organizations can better understand their employees' needs, recognize their efforts, and compensate them with financial rewards. Organizations using Caribou become the employer that caregivers strive to work for in their community. This empowered workforce delivers superior quality care to those who need it.

Caribou is in the midst of an exciting chapter of growth as we work with leading home care organizations in Canada and the United States to introduce the future of recognition to the industry. The journey is just beginning. Join us as we transform the way we care for care workers.

**The Opportunity**

We're looking for a Customer Success Manager to lead customer accounts and work directly with home care companies to usher in a new era of recognition for their care workers.

This opportunity is for a compassionate problem solver who thrives in fast-paced environments and is looking to make an impact in the lives of care workers. We are early in our journey at Caribou, and the customer success function is being defined in real-time. We are evolving and learning together as a team and with our customers

In this role, you will manage a portfolio of home care companies as your customers. Customer success at Caribou combines consulting, project and relationship management, analytics, and marketing to care workers. This role will report to the Customer Operations Lead. Success in this role will be defined by your ability to drive outcomes with your customers, elevate our customer experience, and enhance the systems we use to deliver value to home care companies. Most importantly, we are looking for low-ego team players with a growth mindset who want to make a real difference.

**What you will be doing**:

- Owning customer performance end-to-end, from onboarding to renewal
- Leading and coordinating launches of new customers across Canada and the United States
- Collaborating with partners in product and support to identify new ways to solve customer issues and unlock maximum value
- Contributing to the vision for the customer success function at Caribou (structure, resourcing, training, reporting, processes, etc.)
- Helping to implement ‘best-in-class' customer success processes
- Contributing to the development of the entire customer success team and culture at Caribou as a whole
- Turning ambiguity into repeatable systems that enable efficient and effective scaling (building playbooks, mapping the customer journey, implementing tools that drive efficiency, etc.)

**About you**:

- 2+ years of managing customer accounts or relationships (bonus for consulting, high-growth startup, or home/healthcare experience)
- Experience working with senior or executive level customers
- A strong grasp of Customer Success fundamentals and principles
- Track record of driving results and building great relationships with customers and teammates
- A knack for problem solving and finding practical solutions to otherwise ambiguous problems
- Growth mindset and a passion for learning new things
- Excellent communicator (written and verbal)
- Low ego team player with an exceptional work ethic
- Elite organization and attention to detail
- Driven by a cause that can truly make a difference
- Nice to have (but not required):

- Experience with SaaS products and lifecycle
- Basic SQL

**Compensation + Perks**
- $75,000 - 90,000 CAD salary
- Performance bonus
- Stock Options
- Remote first workplace
- Generous PTO policy
- Summer Half-days on Fridays
- Opportunity to impact the trajectory of a fast growing, purpose-driven tech company

**Equal Opportunity Employer**

At Caribou, we understand the value of having a diverse team. We believe in providing equal opportunity employment regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, ge

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