Customer Success Manager

3 weeks 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 organizations.

**About the Position**:
The **Customer Success Manager** will be responsible for aligning customer objectives and goals to a success roadmap, advising on digital marketing best practices, and ensuring executive alignment to drive client happiness. The key success metrics in this role will include customer health score, product usage/adoption, retention, growth & advocacy. Reporting to our Customer Success Manager (North America), you will be responsible for the adoption, advocacy, retention, and growth of Maropost’s customers.

**What **You’ll** Be Responsible For**:

- Own and oversee the customer for the entirety of their journey with us. You will proactively drive adoption, platform optimization and organizational alignment.
- Conduct regular business reviews, aligning your customers and our internal teams to achieve stated objectives.
- Act as a marketing/industry expert to your customers, advising them on best practices and how others are leveraging the Maropost platform to achieve amazing results.
- Ensure account issues are resolved quickly, leveraging, or escalating to resources from across the company as needed.
- Act as the voice of your customers compiling their feedback and advocating on their behalf for platform improvements.
- Build customer loyalty and advocacy.
- Provide amazing, consistent, and timely client communication.

**What **You’ll** Bring **To** **Maropost**:

- 2-5 years relevant work experience in a customer-facing, customer success, account management role. SaaS experience preferred.
- Strong knowledge of the digital marketing space, and a passion for marketing technology.
- Demonstrable experience in managing accounts and exceeding customer expectations.
- Experience delivering revenue numbers and producing accurate forecasts.
- Ability to work independently and in a strong team environment, executing on a strategy while taking advantage of opportunities to be creative.
- Driven nature with a desire to take on challenges and additional responsibilities.
- Excellent business acumen, communication, presentation and negotiation skills.
- Flexible and adaptable to the Startup environment
- Passionate about customers and providing a world-class customer experience
- Highly organized and detail-oriented
- Proficiency using CRM tools preferably Salesforce

**What’s** in it for you**?**

You will not only have the freedom to make this role your own but be part of helping grow the Maropost brand and expand it into the North American markets. If you want to work with other brilliant people in an extraordinary work culture and are eager to learn (and have fun) along the way, then Maropost is the place for you

You'll also have access to these perks:

- Extended Healthcare
- Stock Options
- Dental Care
- Vision Care

**Equal Employment Opportunist**:

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