Customer Success Manager

3 days ago

Quebec City, Canada Plannit Full time

At Plannit, we have a clear vision: to simplify the lives of businesses while delivering an exceptional customer experience. To achieve this, we're looking for a Customer Success Manager who will not only accompany our customers to success, but also design processes and guide our Customer Success team towards operational excellence.

**About the role**

You will own customer activation and retention metrics.
- Design the customer experience: implement and optimize onboarding, support, and engagement protocols.
- Implement tools required to support processes.
- Identify and help create content (Written and video) that supports customer engagement and retention goals.
- Guide and inspire the Customer Success team: support team members in adopting standardized processes, using tools like HubSpot and Intercom.
- Ensure customer engagement: Design, analyze, and track key metrics (NPS, churn, customer satisfaction, etc.) to guarantee an optimal and sustainable customer experience.
- Create a memorable onboarding experience: structuring each step so our new customers are up and running quickly and confidently.
- Foster a proactive approach: develop initiatives that enable the team to exceed customer expectations and maximize customer loyalty.
- Collaborate internally: Align efforts with the Product, Marketing, and Sales teams to ensure a consistent, seamless customer experience.
- Excellent interpersonal, communication, and presentation skills are essential for building strong relationships with customers and teams.
- Mastery of tools such as HubSpot, Intercom, and other SaaS solutions, with the ability to fully exploit their functionalities (creation of Product Tours, targeted campaigns, automation, etc.).
- Analytical and data-driven approach can transform complex metrics into concrete, strategic actions.
- Solid technological expertise, particularly in enterprise software (SaaS) environments, and a facility for simplifying technical concepts for various audiences, including senior executives.
- Ability to collaborate with cross-functional teams and advocate effectively for customer needs.
- Consultative spirit: You excel at customer management, creating value with every interaction.
- Previous experience in a similar role, with managerial and strategic responsibilities.
- Not afraid of hands-on work. This role is a mix of both strategic work and execution.
- Bilingual (English and French)

**Why Plannit?**

At Plannit, we build together, trust each other, and support each other in success or failure. You can express yourself, evolve, and develop your creativity in an environment that will adapt to your daily life and needs.

We strive to create a healthy and inclusive work environment.
- Opportunity to significantly impact a growing startup in an exciting space
- Work directly with leadership to shape our marketing strategy
- Flexible work environment focused on outcomes
- Competitive compensation package
- Chance to build and own processes from the ground up

We're looking for someone who thrives in a fast-paced environment, is comfortable wearing multiple hats, and is excited about building something meaningful. If you're passionate about customer success and want to make a real impact, we'd love to hear from you.

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