Customer Success Manager

**Customer Success Manager**

**searchie.io** - Product Site

**Hybrid remote in Brantford, Ontario**

Reports to: Searchie Customer Success Lead, Paulina Gusciora

Location: Brantford, Ontario. **We are remote-friendly**

Term: Full-time, salary

**Who we are and what we need**

At North Results, we provide our customers with the tools, training, and support needed to launch successful businesses. These include several products tailored to building a membership business and our leading content management software, Searchie. We live and breathe our core values of Community, Fun, Impact, Innovation, Integrity, and Simplicity. Join our dynamic and growing tech company based in Ontario, Canada

Searchie.io is a fast-growing content management software that helps content creators and businesses deliver a better content experience. Searchie provides a user-friendly way to deliver content, and the fastest way to build a course, website, content hub, or membership site.

We’re in search of a Customer Success Manager to support and nurture customer relationships throughout various company projects and processes.

We have a deep respect for the unique journey each of our customers embarks on when they launch their online business. As a result, we put a lot of care into designing our platform and resources to support them on their entrepreneurial journey.

In this role, you’ll engage with customers to facilitate their ability to grow their online business with Searchie. You'll dive in and work with our clients at every step of their journey - ensuring they have access to the right resources to unlock new ways to boost retention and engage their customers.

By working in a customer-facing role, you’ll serve as a customer advocate within Searchie, championing changes to the product and internal processes that will increase engagement, retention and (you guessed it) customer success.

**Customer Success At Searchie**

At Searchie, we’re customer first. What does that mean? It means our customers are central to our business. They drive our business forward. They are at the core of everything we do.

Our Customer Success team works closely with our Support, Marketing, Product and Development teams to show our customers a more sustainable and scalable way of doing business. We build relationships with our customers through user onboarding, product training, and strategy creation.

Our Customer Success team also collaborates with other content creators and business owners to design, build and launch new knowledge-based businesses on Searchie.

**What You'll Do**

In this role, you will be instrumental in fostering strong relationships with our customers, leading initiatives to enhance their experience, and implementing strategies to drive growth and establish our products as leaders in the online entrepreneurship landscape. Here's what you'll be responsible for:
Customer Activation:

- Demonstrate to customers a general understanding of the Searchie platform as it relates to common content creators: membership site owners, course creators and coaches.
- Nurture users through their first 90 days on the platform.
- Assists in guiding customers through the onboarding process and explaining both self-service and done-for-you resources.
- Identify and document customer feedback and data points in both projects and processes.

Campaign/Playbook Management:

- Contributes to closed-ended customer success campaigns and projects relating to onboarding and activation initiatives.
- Executes account-specific activation campaigns.
- Update playbooks, projects and processes using team insights.
- Reports on and analyzes health score and trigger point customer data.

Customer Success:

- Nurture, maintain and strengthen relationships through regular check-ins, personalized communication, feedback sessions, collaborative problem-solving, networking opportunities, collaborative events and recognition.
- Facilitate regular communication between the involved parties, ensuring that information flows smoothly and everyone is on the same page.
- Execute project plans and timelines for Customer Success initiatives, ensuring that all activities align with strategic goals and are executed efficiently.
- Track key performance indicators (KPIs) to measure the success of partnership activities and regularly analyze data to assess performance.
- Address any challenges or roadblocks arising during the partnership, working collaboratively to find solutions.
- Assist in the development of plans to scale successful Customer Success initiatives and explore opportunities to expand collaboration and impact.
- Contribute in the creation of new processes such as customer onboarding frameworks, performance metrics and evaluations, incentive structures, and other initiatives aimed at enhancing customer success and satisfaction.

**Who you are**

As a communicator, you'll excel in conveying ideas clearly and persuasively, influencing stakeholders to ens