Customer Success Manager

1 week ago

Vancouver, Canada StoryTap Full time

StoryTap is the leader in story-led video automation. Our platform lets brands easily produce and automatically share authentic video stories from customers or employees. Our patented technology lets brands create and share product reviews from customers, Q&A, testimonials and more. The end result? Stronger consumer relationships and measurable bottom-line results.

**What do you get at StoryTap?**
When you join our team, you will have the rare chance to help shape the company’s direction while accelerating your career growth. You get the flexibility and openness of a startup backed by the solid foundation of a profitable and robust B2B SaaS product. We welcome your innovative ideas and encourage transparency at all levels, and we make sure to kick back and enjoy ourselves in the process.

**Quick Facts About Us**:
**Founded**: 2014
**Employees**: 25+ Locations: Vancouver, BC, Toronto, ON — We all work remotely
**Funding**:$3M Seed Round in April 2021
**Team**: You’ll be in great company with a Customer Success Manager & a Customer Success Coordinator

**Noteworthy**: Female CEO & Co-Founder, 2021 Best Place To Work Certified, 3 weeks of vacation + 2 weeks off during the winter holidays to start, benefit plans, amazing culture + motivated people

**What You’ll Do**
- Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
- Enable successful onboarding and usage of the StoryTap platform to customers
- Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
- Managing customer video accounts including, but not limited to, YouTube
- Identify opportunities for customers to act as advocates for Storytap (e.g. testimonials, case studies)
- Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
- Collaborate across the StoryTap org as needed to support customers needs
- Writing customer copy in line with customer’s strategy
- Research and learning customer’s specific vertical’s needs
- Represent the voice of the customer to inform our sales process and product roadmap
- Support the sales process as experts in implementation as needed
- General administrative duties
- Overseeing video moderators

**What We’re Looking For**
- 4+ years in a Customer Success, Relationship Management, Account Management, or similar role
- Experience working with large enterprise customers working with brand authority (eg. VPs/Directors)
- Exceptional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, curious, positive attitude with a desire to help our customers reach their goals
- Agency experience or on the customer side in marketing a big plus
- Be a good human, someone we all want to work with
- Bonus: Have a passion for marketing and want to make a difference

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