Customer Success Manager

Customer Success Manager

About the role:As a Customer Success Manager, you will play a critical role in ensuring the satisfaction, retention, and growth of our client base. Your responsibilities will span from pre-sales support, onboarding, training, ongoing customer engagement, to product expertise. You will act as a key liaison between clients and internal teams, ensuring a seamless customer experience while driving adoption and success.

What you can expect:Pre-Sales Support and Demonstrations

• Collaborate with the Sales team to demonstrate the platform to prospective clients.
• Conduct customized demonstrations tailored to client needs.

Product Expertise

• Develop a comprehensive understanding of the various products Estateably offers.
• Understand Accounting Principles and the general Probate process to better serve client needs.
• Participate in courses/trainings to enhance client support and management.

Customer Management & Onboarding

• Manage new and existing client accounts via touchpoints, churn prevention outreach, and updates on product enhancements or upgrades.
• Document and communicate the health of managed clients across departments.
• Oversee the onboarding process, including account creation and customization.
• Provide ongoing tailored training sessions on the platform's chosen products.
• Educate clients on new and existing features to enhance their understanding of the platform.
• Upgrade client accounts with new features and provide training on their use.
• Facilitate renewal processes with existing clients.

Client Support and Client Communication

• Address live support tickets received through email, phone, or chat.
• Process payments, refunds, and invoices through the online payment provider.
• Upload and manage personalized client details, documents, and configurations, such as letterheads, custom documents, and lawyer JSON details.
• Log user feedback and report issues to appropriate departments or systems.
• Open bug/fix tickets for application errors and test fixes once implemented.
• Communicate resolved issues back to clients.
• Act as the primary point of contact for clients, liaising with internal departments to ensure successful product configuration and customer satisfaction.

Process Improvement and Internal Collaboration

• Document internal processes and proactively identify improvement opportunities.
• Interact with cross-functional teams to advocate for customer needs and goals.

Desired skill set:

• Strong interpersonal and relationship-building skills.
• Excellent communication and presentation skills, with the ability to work with clients of varying skill levels.
• Tech-savvy, with experience supporting customers in a SaaS environment.
• Strong consultative approach with the ability to address granular issues and strategic questions.
• Experience discussing technical concepts with C-level executives.
• Autonomous and proactive work style.
• Minimum of 5 years in a similar or solution consulting role.
• BA/BComm or equivalent degree required.
• Experience with accounting, probate or administration processes, and prior work in the legal industry will be considered an asset.
• Familiarity with technology tools is an asset, including:
• Customer Relationship Management: HubSpot, Intercom
• Payment Processing: Stripe.
• Collaboration Tools: Slack, Notion.
• Development Tools: Jira, GitHub, Visual Studio Code (VS Code).
• Productivity Suites: MS Office, Google Suite.

Why Estateably:Over the next 25 years, more than $60 trillion will be transferred between generations— yet professionals and the families they serve are wholly underserved in their tools to navigate the estate and trust administration process. Estateably was founded to change that.

Here's why you'll want to be part of it:

• Massive market opportunity: We're tackling one of the largest wealth transfers in history, in an industry overdue for transformation.
• Rapid growth and adoption: Since launching in 2021, we've become the fastest-growing estate and trust platform in North America, serving 1,000+ firms across Canada and the U.S.
• Real problems, real impact: Our platform helps fiduciaries handle complex, sensitive workflows that directly affect professionals and their practices.
• Bold, ambitious vision: We're not here to make small improvements—we're rethinking how the industry works from the ground up.

What our team has in common:

• A hunger to learn fast and continuously.
• High ownership and accountability for results.
• A can-do, solution-oriented mindset.
• Strong collaboration skills and a team-first attitude.
• Comfort with change and fast-paced environments.

Perks & Benefits:

• Flexible hours & remote work.
• Participation in our company Employee Stock Option Plan.
• Yearly bonus based on performance.
• Full participation in our company's group health, dental, and virtual medicine plans.
• Wellness Benefit.
• Computer equipment.