Customer Success Manager

1 month ago

Toronto, Canada Thentia Full time

**About **Thentia**
Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. A company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Further, Thentia’s solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development.

**About The Role**:
Thentia’s Customer Success Team is experiencing unprecedented growth Our team is at the forefront of the Customer Experience, and we are deeply committed to helping our customers get the most value from our products

**Responsibilities**:

- "Own” the customer experience through the full life-cycle of onboarding and beyond
- Be a trusted customer advocate who will work on their behalf to ensure they are successful with our solution
- Forster relationships that result in eagerness to participate in case studies, provide testimonials and act as references
- Partner with cross functional teams to ensure customer’s needs are being met, be it related to support, training or anything else that will impact their success
- Contribute to an ongoing effort to ensure customer success tools and techniques are aligned with organizational goals
- Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures based on product releases.

**Qualifications**:

- Minimum 3 years proven experience in Customer Success roles in cloud-based SaaS solutions
- Experience with Zendesk, Salesforce and other CRM tools
- **Project Management**: Ability to manage a portfolio of customers with complex projects that last from several weeks to several months.
- **Priority Setting**: Focuses time/energy on the most critical issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
- **Open Communication**: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
- **Problem Solving**: Talent for solving challenging problems and situations using an organized and logical approach. Looks beyond the obvious to understand the root cause of problems.
- **Collaboration and **Teamwork**: Collaborates with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
- Ability to navigate an environment where process and procedures may evolve quickly.
- Clear and effective communicator; the ability to communicate with clients and colleagues with credibility and empathy, including in a remote work environment.

We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.

**Compensation**
Thentia provides employees with a competitive base salary along with:

- Full Health Insurance coverage
- Flexible paid-time-off, including vacation and wellness days
- Parental Leave
- Year-end bonus potential
- Remote or Hybrid working options (as position allows)
- Professional development & training, including Udemy Business

**Our Commitment**:
LI-DNI

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