Customer Success Manager

3 months ago

Burnaby, Canada OnTraccr Technologies Full time

**About Ontraccr**

Ontraccr Technologies is a fast-growing startup in the construction technology space, revolutionizing how construction businesses manage and track their operations. Our platform streamlines workflows, improves efficiency, and provides critical insights to drive growth. We're on an exciting journey and looking for the right talent to join us

**Role Overview**

We’re hiring our first-ever **Customer Success Manager (CSM)**—a key hire who will help shape the future of customer success at Ontraccr. As our **Customer Success Manager**, you will collaborate closely with the CEO and founders to **architect the entire Customer Success strategy** from the ground up. You’ll own the customer journey, ensuring seamless onboarding, adoption, support, and growth across our customer base.

This is a **hybrid role**, providing the flexibility to work both in-office and remotely as needed, while maintaining close collaboration with leadership and the product team.

**What You’ll Do**:

- **Build & Implement the Customer Success Process**: Develop and execute a scalable Customer Success strategy to support our growing customer base.
- **Customer Onboarding**: Design and lead onboarding processes that ensure customers quickly adopt and realize value from our product.
- **Ongoing Customer Support**: Serve as the main point of contact for customer questions and issues, ensuring quick resolution and maintaining high levels of satisfaction.
- **Customer Training**: Create and deliver product training sessions to help users get the most out of the Ontraccr platform.
- **Drive Product Adoption**: Work with customers to maximize engagement with the platform by helping them discover new features and functionalities.
- **Upsell & Cross-Sell Opportunities**: Proactively identify opportunities to increase account value and grow existing customer relationships.
- **Customer Advocacy**: Gather customer feedback, identify trends, and relay insights to the product and development teams to influence future updates and features.
- **Collaboration with Leadership**: Work directly with the CEO and founders to define Customer Success goals, KPIs, and workflows.
- **Be the Voice of the Customer**: Act as the internal champion for customer needs and issues, ensuring that the customer’s perspective is considered in all business decisions.

**What We’re Looking For**:

- **Experience**: 3-5+ years of experience in a Customer Success, Account Management, or related role, preferably in a SaaS or tech startup environment.
- **Entrepreneurial Mindset**: You’re a self-starter with a strong sense of ownership. You’re excited about building processes from scratch in a fast-moving environment.
- **Customer-Centric**: Passionate about solving problems for customers and building long-lasting relationships.
- **Data-Driven**: Comfortable using data to track performance and make informed decisions.
- **Excellent Communicator**: You can easily communicate complex ideas in a simple and clear way, both verbally and in writing.
- **Collaborative**: Thrives in a cross-functional environment and enjoys working closely with leadership and product teams.
- **Growth-Minded**: You’re always looking for ways to improve and grow, both personally and for your customers.

**Why You’ll Love Working at Ontraccr**:

- **Impactful Role**: You’ll have the unique opportunity to shape the future of Customer Success at Ontraccr and directly impact the growth of the company.
- **Work Directly with Founders**: Collaborate closely with the CEO and founders to build something meaningful.
- **Competitive Compensation**: We offer a **highly competitive salary** along with **performance-based incentives and commissions** tied to customer growth and success, as well as **stock options** that provide a real stake in the company’s future.
- **Hybrid Work Environment**: Enjoy flexibility with a combination of in-office collaboration and remote work when needed.
- **Innovative Culture**: Join a team of forward-thinkers who are passionate about bringing change to the construction industry.

If you're excited about helping customers succeed and want to take on the challenge of building a Customer Success function from the ground up, we want to hear from you

Pay: $70,000.00-$80,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off
- Stock options
- Work from home

Ability to commute/relocate:

- Burnaby, BC V5H 0H5: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer success: 1 year (preferred)

**Language**:

- English (required)

Work Location: Hybrid remote in Burnaby, BC V5H 0H5

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