Customer Success Manager

At Bucketlist Rewards, we are passionate about delivering innovative solutions to our wonderful clients. Our cutting-edge products have revolutionized Rewards and Recognitions, and we're committed to ensuring our customers achieve maximum value and success. As a Customer Success Manager (CSM), you will be responsible for building and maintaining strong relationships with our Bucketlist customers. Your primary goal will be to ensure customer satisfaction, drive adoption of our great product, and maximize customer retention and growth.

**About Us**:
Bucketlist Rewards provides a leading B2B SaaS solution that allows organizations of all sizes to introduce an effective rewards and recognition program to its workforce. Our goal is to provide companies with an easy to use web platform that enables employers to reward team members in a meaningful way that matters to them, while achieving great business results and building better organizational cultures. When it comes to great company culture, the Bucketlist team walks the talk and we are proud to be Great Place to Work certified

**Key Responsibilities**:

- Act as primary customer contact within assigned Book-of-Business, fostering strong relationships and regular communication.
- Collaborate with Sales, Support, Onboarding and Product teams to ensure a seamless customer experience and resolve issues promptly.
- Proactively engage customers, providing insights and recommendations for optimizing Bucketlist product usage.
- Monitor customer health, identify upsell opportunities, and conduct regular check-ins and performance reviews.
- Conduct Account Value Reviews (AVRs) showcasing value delivered and areas for improvement; focus on achieving a world-class Net Promoter Score (NPS).
- Handle escalations and complaints, ensuring prompt resolution and maintaining positive customer relationships.
- Act as the Voice of the Customer to gather customer feedback and relay insights to influence product roadmap and enhancements.
- Drive customer advocacy, referrals, and case studies; focus on improving customer loyalty and retention.
- Stay updated on industry trends and best practices to provide valuable insights and advice to customers.
- Collaborate with CS accounts team on contract renewals and upsell opportunities; contribute to establishing clear client retention goals and strategies.

**Required Skills for Success**:

- Bachelor's degree in Business Administration or a related field (preferred)
- Experience as a Customer Success Manager for at least 3 years in SaaS environment
- Great communication skills, both written and verbal environments
- Familiarity with CRM software and customer success tools
- Highly organized, must be able to manage multiple priorities and workflow in a fast-pace environment with high level of accuracy, attention to details and meeting deadlines
- Bilingual in either French or Spanish as a second language is an asset in this role

**The **Perks**:

- **Growth Opportunities**:Join a growing company where you’ll be part of a high performing team with lots of potential.
- **Remote Work**:We are a distributed workplace (100% remote). This position is open to anyone residing and able to work in Canada on a remote basis.
- **Wellness Days**:In addition to paid vacation days, we offer flexible paid time off to fit individual needs.
- **Comprehensive benefits package**:Includes health, dental, vision care, EFAP and more.
- **Annual Bucketlist Benefit**: An additional paid day off and $$ to spend to help check items off your own bucket list
- **Rewards and Recognition**:We drink our own champagne We’ll help you achieve not just your career goals, but your personal goals as well

**Compensation**:Anticipated Salary Range for this intermediate CSM role is $55,000 - $70,000 CAD. The final offer will consider factors such as your expertise and previous experience.