Customer Success Manager

**CUSTOMER SUCCESS MANAGER**
**(REMOTE - CANADA)**

**ABOUT BILLI**
billi.app

We are driven by our mission to help people manage their money, reach their goals, and lead happy, fulfilling lives. Our team is passionate about designing technology - like our money management app - that helps people understand their finances, make good decisions, and enjoy the journey along the way.
We believe that everyone should have access to information, the ability to make good decisions, and the opportunity to be secure, supported and successful.

**WHY WORK WITH US?**

At Billi, we are a tight-knit team of curious, kind, and hard-working professionals that are consistently pushing the boundaries of technology and user experience. We are small and growing fast so your contributions will have an immediate impact - you will move the needle with your work every day. We’re backed by two of Canada’s most successful venture firms and part of a portfolio of six West Coast tech companies, which means lots of collaboration and shared events.

We work hard to provide a flexible, positive, and supportive work environment, so everyone has the opportunity to reach their full potential. Working remotely, we use a range of mediums to communicate regularly to ensure everyone is on track and has the direction they need to do their best work.

Billi is a growth-focused company which means lots of room for reaching your own professional goals. We offer competitive compensation, extended health and wellness benefits, stock options, flex days, paid vacation time, and endless opportunities for development.

**SO, WHAT’S THE ROLE?**

At Billi, stratospheric levels of customer engagement are just as important to us as the tech itself, and we’re ready to bring our user support to the next level. Our first ever Customer Success team member will own all customer-based communications, and be the keystone role in fostering meaningful relationships with our users. Operating as a true communications black belt, with the unparalleled curiosity of an octopus, this role will be steadfast in responsive and accurate problem solving, thereby strengthening our reputation within our user-base and the broader market.

Working collaboratively with Billi’s Developers, Designer, and Marketing team, the cornerstone of this role will be proactive engagement with our customers, supporting them to have the best experience possible while using our app. Customer Success will work shoulder to shoulder with users to get curious about their experience and help them solve challenges as they arise, all while actively mining what makes them tick. Obsessively detail-oriented, unflappable, and driven to produce N+1 solutions under pressure, this

role will effortlessly blend our standard of impeccable customer service with polished communication fit for a professional audience.

As a start-up trailblazing in the FinTech space, our operations, management, and metrics are constantly under the spotlight and it is essential that our communication with our customers is accurate, empathetic, and accessible. Reporting directly to the COO, a day in the life of Customer Success might include tasks such as responding to user questions about optimization of the Categories feature with the app, project managing the opt-in process for Billi Boost, strategizing with our Designer on app flow by sharing recent user feedback, collaborating with our Head of Development to solve user-centric challenges, and reporting on customer trends and opportunities, as they emerge, so they feed into tangible data-driven decisions. This position is a launchpad for success, with guaranteed professional and personal growth, in a highly successful team.

**QUALIFICATIONS**
- 1+ years working independently, and as part of a team, in a fast-paced customer facing environment
- Exceptional communication skills, with the ability to translate technical concepts to a non-technical audience in both written and verbal communication
- Strong ability to problem solve with users virtually with limited and/or shifting information
- Demonstrated ability to de-escalate tense situations with a professional and user-centered approach
- Innate ability to foster meaningful relationships with customers, peers, and leaders
- Pride in detail-oriented communication, project management, and organization
- Obsessive attention to detail
- The capacity to quickly learn the software tools we use to support and execute on customer feedback (such as Airtable)
- Proficiency in Excel
- Experience connecting with a remote team using online collaboration tools
- A strong ability to remain nimble and responsive to a fast-paced and competitive industry
- Possess a growth-focused mindset with a strong desire to learn and improve
- Professional experience communicating in French would be considered an asset (but is not required)
- Understanding of the financial landscape, financial products, and underwriting process in Canada would be con