Customer Success Manager

2 months ago

Ottawa, Canada ProntoForms Full time

#CareersThatKickSaas ProntoForms is looking for a personable and outgoing Customer Success Manager (CSM) to join a critical client-facing team in Ottawa. You will be charged with delivering customer advocacy support and account management for your named book of business of Enterprise grade customers. Ultimately, the goal is to ensure that ProntoForms' customers utilize best practices to achieve optimal value & usage from our platform solution, ensuring we capture the customer's renewal and expand their footprint within our forms automation solution & leading workflow management app.

**Responsibilities**:

- Represent the ProntoForms brand to our customers; be their trusted advisor
- Lead the onboarding process through kickoffs of new implementations with the goal of getting all new customers using as intended
- Ownership of a portfolio of assigned accounts - being responsive and proactive, following up consistently, and strongly advocating on their behalf internally within ProntoForms
- Measure user engagement on our platform - you'll constantly monitor how your accounts are using ProntoForms, correlating patterns across segments, use cases, industry & go-to-market strategies
- Own the renewal process to expand your book of business and ensure positive net retention
- Work dynamically internally with all departments to ensure customers' needs are met while delicately managing expectations

**You will be successful in the role if you**:

- Have experience in strategic relationship-building and Account Management
- Are extremely passionate about following up, via any means necessary to drive account motions; you obsess over their happiness and success
- Enjoy driving product usage and adoption as well as working very closely on account expansion and customer renewals
- Are experienced in taking notes, communicating next steps, and updating systems of record with any learnings from your conversations or research on an account
- Can act in a consultative manner and respectfully push customers in the right direction
- Can prioritize and execute accordingly when faced with competing priorities
- Are passionate about promoting overall customer satisfaction

**Knowledge and Experience Required**:

- A passion for customer facing communication
- 4+ years' experience managing accounts or relationships and can demonstrate a proven excellence in customer service
- You have an insatiable thirst for knowledge and the desire to grow in your role and with the company
- Proactive; a tenacious self-started by nature. You thrive in a fast paced and demanding environment
- Technically savvy with a deep desire to build and support relationships and expand the product use within a customer environment
- You are an excellent communicator - you have a way with words & can connect easily with others
- Possess a strong ability to explain highly technical issues to non-technical audiences
- You recognize the need for constant improvement - always looking to do things better (both personally, as part of a team, and for the company) and can showcase how you have made enhancements in previous situations
- You are capable of prioritizing and allocating resource to / focus efficiently on multiple projects happening at once
- Lead various meetings with customers to create visibility with stakeholders for escalations, executive business reviews, tactical/strategic planning and critical issue review
- Experience using a CRM like Salesforce
- Experience using a Customer Success Tool like ChurnZero or Gainsight

**_Some extra perks:_**
- In person/Virtual company-wide & team social events.
- ProntoFit + ProntoProductivity allowance.
- Great time off perks (4 weeks vacation + ProntoMe days + ProntoCares Day).
- Competitive salary, benefits, stock option plan and opportunity for growth within the organization.
- Flexibility in work hours & work location.

If you are looking for the opportunity to embrace and be part of a truly unique company culture, this KickSaaS opportunity might just be for you

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