Customer Success Manager

We are seeking a highly motivated and results-driven Customer Success Manager to join our team. They will be responsible for the planning, co-ordination and management of the activities of the Customer Success team to maintain and enhance the client relationships in order to meet organizational and operational objectives. The Customer Success Manager will also be responsible for ensuring our customers maximize the value of our products and services, ultimately driving customer satisfaction, retention, and growth.

**Customer Onboarding and Adoption**:

- Lead the onboarding process for new customers, ensuring a smooth and successful transition into our platform.
- Educate customers on product features and functionalities to drive successful product adoption.

**Mentoring the Team and Relationship Building**:

- Develop and nurture strong relationships with key stakeholders within customer organizations to understand their needs and goals.
- Strong collaborative skills and the ability to work effectively in a cross-functional team environment.
- Regularly communicate with customers to assess their satisfaction and identify opportunities for improvement.
- Collaborate with cross-functional teams such as sales, marketing, and product development to align efforts and deliver a cohesive customer experience.
- Willingness to share knowledge, coach the CSS team, and train on product knowledge to contribute to team success, and foster a positive work environment.

**Customer Success Planning**:

- Collaborate with customers to create customized success plans that align with their business objectives and ensure product utilization aligns with their goals.

**Issue Resolution and Support**:

- Act as the primary point of contact for customer inquiries, concerns, and escalations, ensuring timely and effective resolution.
- Coordinate with internal teams to address customer issues and advocate for their needs.

**Feedback and Product Improvement**:

- Gather feedback from customers and collaborate with product development teams to enhance our product based on customer needs and preferences.

**Renewals and Upselling**:

- Work closely with the sales team to ensure timely renewals and identify opportunities for upselling or expanding the use of our products and services.

**Performance Monitoring and Reporting**:

- Track and analyze customer engagement metrics, usage patterns, and other relevant data to identify trends and opportunities to optimize customer success strategies.
- In depth understanding of call center metrics that affect service level agreements and drive customer retention and satisfaction.
- Strong leadership skills-can effectively coach and motivate others.
- Proven customer service experience including managing difficult situations constructively.
- Proven methods to manage self and others, including delegation, while implementing auditing procedures to verify outcomes.
- Proficiency in using various software and tools, with a quick ability to learn new platforms.
- Strong analytical and problem-solving skills to identify issues, propose effective solutions, and drive problem resolution for customers.
- Great emotional intelligence and interest in helping others learn and succeed.
- Familiarity with best practices and trends in digital marketing strongly desired.
- Strong time management skills
- Excellent attention to detail

**Requirements for the Job**:

- Minimum of 5 years of experience in a leadership role within a SaaS company.
- Prolonged periods of seating
- Must be able to lift at least 20 pounds
- Bachelor’s degree in business, Marketing, or related field.
- Familiarity with CRM systems, preferably Salesforce.

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Guelph, ON