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Customer Success Manager Saas

7 months ago

Remote, Canada Laivly Full time

**About Laivly**

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation.

**About the Job**

The team at Laivly is hiring a **Customer Success Manager** (CSM) to develop and manage customer relationships with our clients using our core platform that drives digital transformation for brands so they can serve their customers better while improving operational efficiency. The platform allows brands to add robust solutions to their existing tech stack, impacting every step of the customer journey and extending the power of their existing technologies with Artificial Intelligence, Machine Learning and Digital Automation.

As a Customer Success Manager, you are continually focused on strengthening customer relationships, driving adoption, and helping our customers improve their operational Key Performance Indicators. You ensure that your customers’ implementations launch successfully, working with operations leaders and users to collect feedback and address opportunities. You communicate performance to customers to ensure that they continually realize business value from it, driving retention and expansion of our customer base.

**As a Customer Success Manager you will...**
- Manage and nurture client relationships, maintain a cadence of communicating with customers about their adoption trends, KPIs, user feedback, and opportunities for deeper engagement
- Monitor solution-level performance and provide regular client updates, as well as enhancement or growth opportunities
- Work closely with customers to understand their business needs and challenges as the primary point of contact
- This includes guiding them on the best ways to use the platform to solve their main pain points
- Work closely with our Sales, Solutions, Implementations and Reporting and Analytics teams to ensure successful rollouts of new solutions
- Work with customers and their contact center operations teams to drive adoption and user and customer satisfaction
- Contribute to our playbook to ensure that scalable best practices get codified
- As our customer base continues to grow, you’ll develop resources and processes that allow the team to exceed the expectations of our customers at scale
- Work alongside leadership to help shape what Customer Success looks like at Laivly, and help onboard new team members as the company grows
- Work with product team to provide technical feedback and assist with product development
- Support business activities such as client administration and billing
- Analyze the value that each customer is getting and draw insights to improve the customer's experience as well as our product
- Other duties as assigned

**As Customer Success Manager you have...**
- 3 years of B2B SaaS experience in client-facing customer success, account management, or a client consulting organization
- Previous experience in call center management is strongly desired
- Proven track record of leading winning customer success initiatives
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty, retention and adoption
- Entrepreneurial and creative mindset, able to identify opportunities to realize wins by thinking outside of the box
- Participation in high-performance teams, hitting success metrics continuously
- Proficiency with the English language
- Ability to travel

**Life at Laivly**

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission - and a Laivly future.