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Customer Success Strategist

3 months ago

Calgary, Alberta, Canada Userful Full time

About Userful

Userful is a premier provider of software-defined audiovisual solutions over IP, designed for the advanced management of critical operations and essential workflows, catering to IT organizations globally. Our unified software platform delivers comprehensive services and management through an extensive suite of enterprise AV applications, ensuring organizational and situational awareness, and readiness for modernized operations. Userful utilizes this same unified platform to enable global manageability through a streamlined interface.

Opportunity Overview

Userful is undergoing significant growth, prompting the expansion of our inside sales team with a customer success role centered on retention and revenue enhancement. We are in search of a proactive and strategic self-starter to manage our customer renewals and expansion initiatives, ensuring long-term satisfaction and growth for our clientele.

As the Customer Success Manager, your role will involve crafting and implementing strategies to nurture and expand customer relationships through timely renewals, expansions, and upselling opportunities. Initially, this position will be a standalone contributor role, with potential to lead a team focused on understanding and addressing client needs, negotiating terms, and delivering exceptional customer service. Your contributions will directly impact revenue growth through renewals, upselling, and cross-selling efforts.

Key Responsibilities

  1. Examine renewal trends and utilize data to establish and execute a coordinated process aimed at maximizing customer retention.
  2. Identify opportunities for expansion and formulate strategies for the sales team.
  3. Gain a comprehensive understanding of use cases to excel in renewals, upselling, cross-selling, and reducing churn.
  4. Utilize renewal metrics to illustrate a direct link to Gross Revenue Retention (GRR) and ensure data accuracy.
  5. Engage proactively with customers to showcase the return on investment (ROI) for customer success.
  6. Collaborate with sales, marketing, product marketing, and customer success teams to align strategies and enhance upsell and cross-sell initiatives.
  7. Define and monitor key performance indicators (KPIs) for individual accounts, the team, and the overall business.
  8. Facilitate customer adoption of new solutions, emphasizing ROI through targeted initiatives.
  9. Conduct biannual net promoter surveys, analyze results, and provide recommendations to minimize friction and enhance customer experience.
Minimum Qualifications

  1. Bachelor's degree in Business Administration, Marketing, Communications, or a related field (preferred but not mandatory).
  2. Strong analytical capabilities, with a proven ability to develop and implement business strategies and create data-driven reports.
  3. A minimum of 3 years of experience in leading customer success strategies, with a proven track record in managing renewals and achieving revenue targets.
  4. Exceptional communication, project management, and relationship management skills, including experience interacting with C-level executives.
  5. In-depth understanding of software businesses, particularly in subscription and renewal models.
  6. Proficiency in CRM and sales software, with strong analytical skills to interpret data and inform decision-making.
  7. Ability to cultivate rapport and trust with customers, fostering enduring relationships.
Compensation Package

Userful offers a competitive compensation package that includes a base salary, stock options, health benefits (including HSA), complimentary gym membership (on-site), flexible Paid Time Off, educational resources, subsidized parking, and more.

Work Environment

Userful fosters a friendly corporate culture. We prioritize a healthy work-life balance and offer flexible work schedules to support our employees. Regular work weeks typically consist of forty hours.

Commitment to Diversity and Equal Opportunity

Our hiring decisions are grounded in qualifications, job requirements, and business needs. All applicants are evaluated without regard to race, religious beliefs, gender, gender expression, physical or mental disabilities, age, national origin, marital status, or sexual orientation. We also provide accommodations for applicants with disabilities upon request during the recruitment process.

Userful maintains a Zero Tolerance policy against all forms of harassment or retaliation, including sexual, racial, and ethnic or religious harassment, regardless of whether such actions occur directly or indirectly.