Customer Success Manager

2 days ago

Toronto, Ontario, Canada Aislelabs Full time $80,000 - $120,000 per year

Job Summary:

Join the Aislelabs Customer Success (CS) team and support a group of critical mid-market and enterprise accounts for our marketing and analytics software platform. As an experienced Customer Success Manager (CSM), you have managed the entire lifecycle - from onboarding to account expansion to renewal - and know your accounts' NRR like the back of your hand. You will own the financial health of your accounts while also receiving a rewarding variable comp plan, earning incentive compensation as your renewal rate and upsells increase. And while you have responsibility for both relationship management and technical requirements of your customer, you don't have to manage your accounts alone – Aislelabs uses a partnership model with Customer Success Associates, helping you with common technical tasks. Come join our CS Team and find the next step in your career path.

Job Description:

Join the Aislelabs Customer Success (CS) team and support a group of critical mid-market and enterprise accounts for our marketing and analytics software platform. As an experienced Customer Success Manager (CSM), you have managed the entire lifecycle - from onboarding to account expansion to renewal - and know your accounts' NRR like the back of your hand. You will own the financial health of your accounts while also receiving a rewarding variable comp plan, earning incentive compensation as your renewal rate and upsells increase. And while you have responsibility for both relationship management and technical requirements of your customer, you don't have to manage your accounts alone – Aislelabs uses a partnership model with Customer Success Associates, helping you with common technical tasks. Come join our CS Team and find the next step in your career path.

This is a remote location, but we still aim to make digital collaboration easy.

Responsibilities

  • Own the full account health for your group of assigned accounts, from initial onboarding to successful renewal.
  • Become a master of the Aislelabs Platform in your first 90 days and become the technical voice to your customers.
  • Adopt and follow CS team best practices, leading to increased NPS scores and NRR for your accounts.
  • Rely on excellent communication skills, both written and verbal.
  • Meet in-person with client accounts, especially during critical points in the account lifecycle.
  • Collaborate closely with peer CSMs, learning from others, sharing what you've learned and participating in the continued growth of a strong team culture.
  • Own upsell responsibility for your accounts, using a blend of tactics and metrics to achieve your quarterly target. But don't worry, this isn't a sales role. Grow accounts through location expansion and incremental product need fulfillment.

Basic Qualifications and Experience

  • Past experience in a SaaS product environment
  • At least 6 years managing the lifecycle for mid-market and enterprise accounts
  • Strong written and verbal communication skills
  • Proven interest in account growth and expansion
  • Capability to manage up to $1M in accounts
     

Why Join Aislelabs?

  • Be paid a competitive salary
  • Earn incentive compensation on excellent account retention and upsell – no ceiling
  • Work remotely (but still have relationship-building in-person moments around strategy and team building)
  • Receive reimbursements for remote costs, including internet expenses
  • Enjoy the benefits of a people-first business (health, dental, the soft stuff that makes flexible lives possible)
  • Be part of a business where acquisitions are a part of the playbook, opening up an entirely new trajectory of professional growth

Worker Type:

Regular

Number of Openings Available:    

1

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