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Customer Success Manager

2 months ago

Vancouver, British Columbia, Canada Comm100 Network Corporation Full time
About the Role

We are seeking a highly motivated and results-driven Customer Success Manager to join our team at Comm100 Network Corporation. As a key member of our Customer Success team, you will be responsible for managing total client relationships with our medium-sized to enterprise customer accounts.

Key Responsibilities
  • Manage onboarding relationships with ideal profile partners to ensure seamless integration and adoption of our digital customer engagement platform.
  • Drive logo retention and adoption through strategic relationship building, activities, and strategies.
  • Be the go-to product expert for a dedicated portfolio of customers and partners, providing technical guidance and support to ensure they derive maximum value from our platform.
  • Guide the customer experience, training, and recommendations of best practices for setting up and running a quality enablement program for customers and partners.
  • Understand client requirements and expectations, and implement an actionable strategy for delivering a successful program that meets and exceeds client standards.
  • Manage external feedback and provide invaluable input, feedback, and guidance to our Product team.
  • Advocate for our customers and partners, becoming their trusted advisor and champion within our organization.
Requirements
  • 3 years of experience as a Customer Success Specialist, Customer Onboarding Specialist, Customer Success Manager, or Account Manager working with high-touch enterprise accounts.
  • Experience working in software as a service (SaaS) is essential.
  • Empathy for customers and curiosity to understand their needs and wants.
  • Passionate about improving processes and expanding the ways we provide value for our customers.
  • Previous experience guiding customers through the implementation/onboarding process and setting them up for success.
  • Experienced in analyzing customer accounts to identify churn signals, account growth opportunities, and ways to expand adoption and increase value.
  • Experience conducting executive business reviews to key stakeholders.
  • Highly organized with strong project management and time management skills.
  • Skilled at building relationships and collaborating closely with team members across all departments.
  • Adaptable to changes in a fast-paced environment.
  • Strong ability to facilitate meetings with customers and users of various levels of professional seniority and technical aptitude.
  • Experience managing feature requests and working across product teams.
  • Experience with Salesforce/Dev Ops/Asana a plus.
  • Any experience with higher education is valuable.
  • Proven experience delivering value-based communications.
What We Offer
  • Competitive compensation.
  • Comprehensive benefits package.
  • Flexible working environment and office hours.
  • Quarterly fun and interactive team-building events.