Customer Success Manager

3 months ago

Ottawa, Canada Produce8 Full time

About Us

At Produce8, we think the future of work is digital, despite the location, but the tools and processes used to operate it are still analog and in-person. Work needs a re-think, and we're stepping in. _Our mission is to create a space where productivity is central and employee well-being comes first._

As a venture-backed startup launched out of **Top Down Ventures**, we're building a new software category to help teams collaborate more deeply, communicate more efficiently and work more productively together in the modern work environment. Produce8 is a digital work analytics platform that helps distributed, and digital-first teams understand how they interact with their technology and each other. We're laser-focused on the future of work and crafting a platform to enable it.

We're passionate about creating the best digital work experience for our people. Our company culture supports flexible work hours and finding new ways to reduce digital distractions so our team members can have more calm and focused time in their days.

If you're looking to continue building your career in SaaS, this is an opportunity to join a team dedicated to building a company and a culture you'll want to stay with for years.

What We’re Looking For

Are you passionate about building strong relationships that drive loyalty, retention, and growth? As our **Customer Success Manager**, you’ll be at the heart of creating meaningful partnerships with our customers and ensuring their success. Reporting into the Chief Revenue Officer, you’ll have the chance to work closely with product, marketing, and sales teams to create a seamless experience, while also being the voice of our customers to our Executive Leadership Team (ELT). In this role, you’ll develop and nurture relationships that lead to long-term customer satisfaction and business growth - continuously working to improve processes and enhance customer relationships. You’ll collaborate with internal teams to ensure customers receive an exceptional experience at every touchpoint, and bring customer insights to the forefront as you share our progress toward key growth milestones. This is the perfect opportunity for someone who knows what outstanding customer experience looks like and is eager to build and lead that function in a dynamic, early-stage company. If you're ready to take your career to the next level and make a real impact, we’d love to hear from you

**Core Responsibilities**
- Own the success workflows. Build, deploy, and enhance business processes that drive customer success, including integrating tools like online help, ticketing systems, and KPI tracking.
- Deliver an exceptional, seamless experience for new clients, setting them up for long-term success by mastering the customer onboarding process.
- Engage proactively with customers to minimize churn and ensure their ongoing satisfaction and retention.
- Champion customer needs by identifying ways to improve the value we deliver and ensuring their voices are heard by being an advocate for our customers.

**Additional Responsibilities**
- Master the ins and outs of Produce8 and the unique challenges we solve for our customers by being an expert in our product.
- Continuously improve account and user onboarding processes to ensure smooth transitions and high user engagement by refining our workflows.
- Collaborate closely with Account Executives to provide technical/product expertise.
- Advocate for our customers by reporting bugs and working with Product Management and Engineering teams to drive fast, effective resolutions.
- Drive onboarding/adoption of the platform through your interactions with our customers.
- Champion our products by writing technical tutorials, publishing articles and building inspiring demos.
- Document features and best practices, organizing them for discoverability and maintaining quality.
- Develop and implement new ways to deliver, author and interact with Managed Service Providers (MSPs).
- Create new Play Books for MSPs to use when showing our product to their customers
- Craft in-app chat workflows
- Maintain and develop Partner Resource Centre
- Develop metrics and KPIs for customer success
- Interface with product management on requirements and beta customer experience
- Support our Sales team by delivering strong, technical support during both pre-and post-sales activities
- Present to prospective and current customers one on one, or to larger groups (e.g. webinars)
- Contribute to recruitment, training, and development of team members in CS and other parts of the business.
- Present at ELT meetings on the progress and health of the business.
- Engage with Customer Success leaders in other Top Down companies (and beyond) to contribute to and adopt best practices in customer and partner success.

What You Bring
- 5+ years of experience in Customer Success within a SaaS company.
- Knowledge of the MSP space and its unique dynamics.
- A sociable, self-starter wit

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