Junior Customer Success Manager

About Starling Minds
We are currently undergoing a global mental health epidemic. 1 in 5 Canadians suffer from mental illness annually wherein 60% are left untreated due to cost, access, or stigma. As a result, staggering costs are incurred by affected individuals and their employers.
Starling Minds’ mission is to make affordable and effective mental health care accessible to everyone. We sell our Workplace Mental Health Platform to organizations as an on-demand, 100% digital Cognitive Behaviour Therapy (CBT) solution so that there are mínimal barriers for employees to access evidence-based support.

Summary of Role
We’re looking for a Junior Customer Success Manager who is energetic, organized and creative. They will manage new and existing accounts while building deep and meaningful customer relationships. As Starling grows, our customer base is constantly evolving, and that is exactly what we are looking for in our newest Junior CSM - someone who is a strategic thinker, problem solver, and team player

About You
You are dedicated to providing the best service to customers and committed to tackling and overcoming challenges. You are a life-long learner, and a strong advocate for mental health. You are looking to advance your career in a strategic role at a fast-paced company.

Core Responsibilities
- Launch, onboard and train new small - mid sized customers and partners
- Lead Starling’s day to day account communication and management of customers and partners (reporting, health checks, etc.)
- Supported by the Director of CS, develop and deliver strategic business reviews that analyze key customer data and make recommendations to drive adoption and engagement
- Working closely with our customer engagement team, you will actively monitor customer adoption throughout the length of the relationship to ensure high uptake of the Starling program.
- Identify and drive expansion opportunities as you guide customers through success milestones
- Internal Advocacy: Advocate for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change
- Renewing client agreements
- Proactively reaching out to clients & decision makers to ensure retention
- Preventing churn - understanding competition, and addressing clients concerns or requests
- Understanding user satisfaction and presenting NPS scores to clients
- Understanding client’s satisfaction measures: e.g., NPS & satisfaction ratings of clients and their employees, app ratings & reviews, clients care ratings & reviews, any other diagnostic that can infer satisfaction of our clients and end-users

Skills and Requirements
- Minimum 1-2 years in a high-performance account management capacity (SaaS) with proven results driving satisfaction and revenue
- Ability to travel within Canada and the US for on-site customer meetings and events
- Ability to communicate and foster deep relationships with stakeholders at all levels (individual users, executive contacts, etc.)
- Energetic, organized and driven
- Strategic and data-driven decision making
- Excellent oral and written communication skills
- Bachelor’s degree or equivalent

Nice to haves
- Understanding of technical integration options including APIs, SSO, etc.
- Bilingual (English/French or English/Spanish)

Job Details
- Reports to: Director of Customer Success
- Salary: $50,000 - $65,000, depending on experience
- Full time permanent position, 40 hours per week
- Location: Canada (remote). Please note: 90% of the Starling team is based in Vancouver where local employees meet once per month. We have additional employees located in QC and ON who work exclusively from their home office.