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Client Success Specialist

3 months ago

Old Toronto, Ontario, Canada CrowdRiff Full time

About CrowdRiff

At CrowdRiff, we believe that visuals are not just for aesthetics; they are powerful tools that narrate stories, inspire exploration, and influence choices. Our mission is to empower destination marketers to highlight their unique offerings through compelling visual storytelling solutions.

We are driven by a spirit of adventure and a commitment to uncovering authentic experiences. Our team is a vibrant mix of individuals united by a passion for exceptional visuals. Imagine being part of a journey that showcases extraordinary travel experiences, from diving in Tahiti to exploring Napa's vineyards, all while enjoying unique travel benefits that immerse you in local cultures.

At CrowdRiff, you will have the autonomy and resources to shape your career path alongside a supportive team. We prioritize both professional and personal development, offering various opportunities through our 'DevDollars' program to help you achieve your aspirations.

Your Role: Client Success Specialist

As a Client Success Specialist, you will serve as the main liaison for our clients, ensuring they receive outstanding service and support. You will collaborate closely with clients to understand their objectives, assist them in reaching their business goals, and optimize the value they derive from our solutions. Your contribution is crucial in enhancing customer satisfaction, retention, and growth.

Key Responsibilities:
  • Showcase the value of our solutions
  • Identify and mitigate churn risks
  • Encourage client expansion and advocacy
  • Gather and represent the voice of the customer
  • Implement and manage the customer journey
  • Meet established CSM KPIs, including net retention targets and engagement metrics
  • Proactively manage your portfolio by identifying at-risk accounts and expanding outreach
  • Conduct structured and effective Executive Business Reviews (EBRs) with clients
  • Contribute to team development by mentoring junior members and suggesting process improvements
  • Innovate ways to enhance customer value from our offerings
  • Collaborate on initiatives that promote customer adoption and retention
  • Negotiate renewals to maintain customer relationships and annual recurring revenue (ARR)
  • Anticipate potential issues and propose solutions proactively
  • Exhibit strong verbal and written communication skills in various settings
  • Engage in group discussions around complex challenges and objectives
  • Identify the underlying reasons for cancellations and manage these scenarios independently
Preferred Qualifications:
  • 3+ years of experience in Customer Success or Account Management within a technology setting
  • Proficient in managing a diverse customer portfolio and utilizing data for decision-making
  • Experience in a consultative sales environment with the ability to assess customer needs effectively
  • Confidence in presenting to senior marketing and social media professionals
  • Flexible availability to accommodate multiple time zones
  • A customer-centric, proactive mindset with empathy and resourcefulness
  • Familiarity with Salesforce

Why Choose CrowdRiff?

At CrowdRiff, we are committed to not only delighting our customers but also our employees. In addition to a competitive salary and comprehensive medical benefits, we offer:

Well-being & Growth:

  • Parental leave
  • Extensive learning and development opportunities through our DevDollars program
  • Equity incentives

Work Flexibility:

  • Feel-good Fridays with alternating Fridays off during summer
  • No-meeting Fridays throughout the year
  • Work-from-home allowance and flexible hours
  • Regular team social events

Travel Opportunities:

  • Up to 8 weeks of vacation
  • Up to $3000 towards your next travel experience
  • Work remotely from a location of your choice for 90 days
  • Access to a personal travel concierge

For more information about our team and culture, please visit our website.

CrowdRiff is an equal opportunity employer and is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, national origin, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Our selection process is based solely on job-related factors.